Senior Manager - Customer Management Operations

As a Customer Support Manager at CyberArk, you will play a crucial role in managing and leading the local Enterprise Support Engineers team. Your responsibilities will include: - Leading, managing, mentoring, and ensuring the development of the local Customer Support team. - Being responsible for the support provided to all of CyberArk's global customers by local team members, global teams, and other departments. - Building and fine-tuning processes in alignment with daily operations. - Defining and measuring team KPIs, tracking team performance, and driving continuous improvement. - Participating in the definition, planning, and execution of the team roadmap according to CyberArk's strategic targets. This includes defining processes, procedures, guidelines, and tools to improve the team's productivity, quality, wellbeing, and success. - Seeking to understand the strategic planning process and how your work relates to the business overall. Additionally, the qualifications required for this role include: - 15+ years of experience in Technical Support or a similar technical team. - Knowledge and experience in enterprise environments. - Customer-centric approach with a leadership mindset and a heightened sense of empathy. - Experience in handling escalations and in hiring, training, and mentoring people for excellence. - Excellent written and verbal English skills. - Proven technical skills with strong knowledge of Windows and *NIX operating systems. - Experience in managing multiple disciplines within a support organization is a plus. As a Customer Support Manager at CyberArk, you will play a crucial role in managing and leading the local Enterprise Support Engineers team. Your responsibilities will include: - Leading, managing, mentoring, and ensuring the development of the local Customer Support team. - Being responsible for the support provided to all of CyberArk's global customers by local team members, global teams, and other departments. - Building and fine-tuning processes in alignment with daily operations. - Defining and measuring team KPIs, tracking team performance, and driving continuous improvement. - Participating in the definition, planning, and execution of the team roadmap according to CyberArk's strategic targets. This includes defining processes, procedures, guidelines, and tools to improve the team's productivity, quality, wellbeing, and success. - Seeking to understand the strategic planning process and how your work relates to the business overall. Additionally, the qualifications required for this role include: - 15+ years of experience in Technical Support or a similar technical team. - Knowledge and experience in enterprise environments. - Customer-centric approach with a leadership mindset and a heightened sense of empathy. - Experience in handling escalations and in hiring, training, and mentoring people for excellence. - Excellent written and verbal English skills. - Proven technical skills with strong knowledge of Windows and *NIX operating systems. - Experience in managing multiple disciplines within a support organization is a plus.