Manager, Support Operations

Saviynt, a prominent provider of cloud-based Identity Governance and Administration (IGA/IAM) solutions, seeks a dedicated and highly-skilled Knowledge Management & Self-Service Manager to develop and enhance our customer self-service ecosystem. This crucial role will facilitate our customers' ability to find quick, effective solutions through our support portal and other independent channels. In collaboration with the Support Team, you will implement and maintain knowledge management processes aimed at creating top-notch content for our customers. These processes will ensure a smooth transition to our technical support platform when assistance is required. You will also continuously improve self-service success rates and overall customer satisfaction.

WHAT YOU WILL BE DOING

• Self-Service Strategy & Optimization:
• Develop and implement strategies to increase self-service adoption and success rates across all channels (web portal, knowledge base, FAQs, chatbots, etc.).
• Work closely with product, customer support, and UX/UI teams to ensure self-service tools are intuitive, effective, and aligned with customer needs.
• Analyze customer behavior and support data to identify areas for improvement in the self-service journey, aiming to reduce the need for human-assisted support.
• Track self-service ecosystem KPI performance results
• Knowledge Management:
• Develop a Knowledge Management Program
• Adoption of Knowledge Centric Support
• Implement AI search
• Deploy a portal login authentication method
• Create, curate, and maintain high-quality self-service content, including knowledge base articles, FAQs, tutorials, how-to guides, and troubleshooting documentation.
• Ensure content is accurate, up-to-date, easily searchable, and optimized for findability.
• Implement a content review and approval process to maintain quality and consistency.
• Customer Portal:
• Develop our customer support portal, ensuring seamless integration with our technical support platform.
• Configure Support Portal to optimize self-service functionality, knowledge base organization, and user experience.
• Leverage analytics to track self-service usage, identify trends, and measure the effectiveness of self-service initiatives.
• Implicit and Explicit Deflection:
• Implement and optimize chatbots, FAQs, knowledge bases, and other self-help tools to proactively address customer needs and deflect support requests.
• Collaborate with the customer support team to identify opportunities for explicit deflection, guiding customers toward relevant self-service resources.
• Reporting and Analytics:
• Track and analyze key self-service metrics, including self-service success rates, implicit and explicit deflection rates, customer effort scores, and CSAT.
• Develop dashboards and reports to communicate the impact of self-service efforts to leadership and stakeholders.
• Continuous Improvement & Innovation:
• Stay informed about the latest trends and best practices in knowledge management and self-service support.
• Identify and implement innovative solutions to enhance the self-service experience and drive continuous improvement.

WHAT YOU BRING

• 9+ years of proven experience in customer support, operations, or a similar role focusing on self-service platforms and knowledge management.
• Hands-on experience with Khoros, Freshservice or similar platforms.
• Strong analytical skills with a focus on data-driven decision-making, particularly around self-service KPIs.
• Excellent writing and content creation skills, with the ability to communicate technical information clearly and concisely.
• Strong project management skills, with the ability to work cross-functionally and manage multiple initiatives.
• Excellent communication and stakeholder management skills.
• Experience in the SaaS or IGA/IAM/PAM space.
• Familiarity with automation tools and AI-driven customer support solutions.
• Experience with SEO principles and practices.
• Experience with A/B testing