Director, Support Operations IGA

WHAT YOU WILL BE DOING

• Leadership and Team Management:
• Lead, mentor, and manage a team of support engineers and consultants.
• Foster a collaborative and high-performance culture within the team.
• Conduct regular performance reviews and provide ongoing training and development.




Customer Support and Success:

• Serve as the primary point of contact for escalated customer issues in the APAC region.
• Ensure timely and effective resolution of customer inquiries and issues.
• Work closely with customers to understand their needs and provide tailored solutions.




Technical Expertise:

• Maintain a deep understanding of Saviynt’s IGA platform and its applications.
• Guide the team in troubleshooting complex technical issues and implementing best practices.
• Stay updated on industry trends and technological advancements to continually improve service delivery.




Project Management:

• Oversee the deployment and integration of Saviynt's IGA solutions for new and existing customers.
• Coordinate with cross-functional teams (e.g., sales, product management, engineering) to ensure successful project outcomes.
• Manage project timelines, resources, and budgets effectively.




Customer Relationship Management:

• Build and maintain strong relationships with key customers in the APAC region.
• Conduct regular check-ins and business reviews with customers to ensure their ongoing satisfaction and success.
• Gather and relay customer feedback to inform product improvements and enhancements.




Reporting and Analytics:

• Track and report on key performance metrics for the team and customer success.
• Analyze support trends and identify areas for improvement.
• Prepare and present regular reports to senior management on the team's performance and customer satisfaction.

WHAT YOU BRING

• Education: Bachelor's degree in Computer Science, Information Technology, or a related field. A master's degree is a plus.




Experience:

• Minimum of 7-10 years of experience in customer support or technical account management, with at least 3-5 years in a leadership role.
• Proven experience with Identity Governance and Administration (IGA) platforms, preferably Saviynt.
• Experience working with customers in the APAC region is highly desirable.




Skills:

• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• In-depth technical knowledge of IGA solutions and related technologies.
• Strong problem-solving and analytical abilities.
• Ability to manage multiple projects and priorities in a fast-paced environment.
• Proficiency in English: additional language skills relevant to the APAC region are a plus.

Saviynt is an amazing place to work. We are a high-growth, Platform as a Service company focused on Identity Authority to power and protect the world at work. You will experience tremendous growth and learning opportunities through challenging yet rewarding work which directly impacts our customers, all within a welcoming and positive work environment. If you're resilient and enjoy working in a dynamic environment you belong with us!

Saviynt is an equal opportunity employer and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.