Senior Manager / Director, Customer Support

Saviynt•Atlanta, GA

About The Position

Saviynt's AI-powered identity platform manages and governs human and non-human access to all of an organization's applications, data, and business processes. Customers trust Saviynt to safeguard their digital assets, drive operational efficiency, and reduce compliance costs. Built for the AI age, Saviynt is today helping organizations safely accelerate their deployment and usage of AI. Saviynt is recognized as the leader in identity security, with solutions that protect and empower the worldâs leading brands, Fortune 500 companies and government institutions. For more information, please visit www.saviynt.com. Saviynt is seeking a visionary Director / Senior Director to redefine the enterprise experience for our award-winning IGA and IAM platforms. Reporting to Global Customer support leadership, you will own the end-to-end strategy for orchestrating application and platform upgrades across hundreds of global enterprise customers resulting in a White Glove customer experience. This high-impact role balances technical leadership with a customer-centric mission, ensuring that upgrades are predictable, low-risk, and seamlessly align with customer operations to ensure zero-disruption deployments. You will partner with internal teams to deliver seamless, zero-downtime upgrades that maintain constant business continuity for our clients Your primary focus will be transforming traditional maintenance into a world-class, automated operation. By partnering with Product and Engineering teams, you will develop an AI-driven framework to reduce complexity through pre-validation checks, automation, and customer self-service tools. You will establish a rigorous governance frameworkâincluding risk assessment, rollback procedures, and incident responseâto ensure 100% execution consistency and minimal downtime. By centralizing communication to customers, you will be putting the customer experience at the forefront of the upgrade experience. Success in this role is measured by elite performance across KPIs such as upgrade adoption rates, cycle time reduction, low Customer effort associated with upgrades and post-upgrade customer satisfaction. As a global leader, you will navigate cross-functional complexities with skillful negotiation and influence, aligning teams across Sales, Success, and Operations to deliver a unified message. This is a coverage-based leadership role requiring the flexibility to manage events across various shift timings, including weekends, to meet the needs of our global business. If you are a strategic orchestrator who thrives at the intersection of Cloud Operations and Customer Experience, driving the next generation of SaaS innovation.

Requirements

10+ years related work experience (e.g., combination of working in an enterprise support management role, customer-facing, project management, business process operations, product management, engineering operations, business or product strategy, technical consulting, data analysis)
Iterative mentality â start with the 80% solution and improve over time.
Strong Problem/Incident/Recovery management foundations.
Critical thinking skills to derive upstream causes for upgrade issues and iterate improvement suggestions consistently
Demonstrated ability to remain âcool, calm, and collectedâ during a crisis and relentlessly prioritize based on business impact.
Ability to combine negotiation and resource management skills with a solid understanding of support delivery processes.
Flexibility, integrity, and creative problem-solving skills are a prerequisite to be successful in this role.
Must demonstrate outstanding verbal/written communication and interpersonal skills at all levels of the organization to align a range of stakeholders on priorities, timing, and output.
A team player who is influential and builds good working relationships across all functions and across all geographic regions.
Sound judgment and ability to make decisions, with consideration of all alternatives and risks.
Ability to work and coordinate priorities well under pressure.
A track record of meeting complex stakeholder needs under tight timelines and resource constraints
Technical depth to enable collaboration with our Product and Development teams along with an ability to present complex technology concepts to Senior executives in an understandable way.
Ability to multi-task and meticulously manage competing priorities coming from a diverse group of senior executives
Ability to think and work independently, solve problems, and develop recommendations
Ability and flexibility to cover the business and drive customer experience in a variety of shift timings, including some weekends.

Nice To Haves

Working knowledge of support management processes and tools in a high-tech software company.
Expertise in FreshService reporting and dashboards
AI-first mentality and experience automating processes
A results-oriented individual with a background in a technical support, customer service environment.
Manage processes across organizational boundaries, collaborating with functional managers worldwide.

Responsibilities

Lead a global upgrade program responsible for orchestrating application upgrades across hundreds of enterprise customers.
Own customer upgrade planning and customer communication for Strategic and selectcustomers as designated
Own the end-to-end strategy for application upgrades, and Hotfixes in allcustomer environments (Dev, QA, Production and any other), ensuringupgrades are predictable, low-risk, and aligned with product release cycles.
Establish a structured upgrade governance framework including pre-upgradechecklist, schedule communication, upgrade tracking and executive reporting.
Implement a clear, high-touch communication strategy to selected customersthat differentiates between Major release version upgrades and hotfixdeployments
Collaborate and document the upgrade process/timelines for internalcollaboration and ongoing reporting to Saviynt teams.
Implement context-specific scheduling for customers based on business context,potential risks, customer onboarding roadmaps, and negotiate scheduling basedon risk-mitigation.
Responsible for Root Cause Analysis and continuous improvement to theupgrade process.
Drive Early Access and Beta release cycles, systematically capturing user feedback toidentify, prioritize, and resolve issues before general availability launch.
Build scalable processes and drive automation/AI to ensure upgrades are executedconsistently (on time and per schedule).
Partner with Product and Engineering teams to develop an AI based framework, toreduce upgrade complexity through automation, standardization, and pre-validationchecks.
Assess and implement customer self-service tools to align with industry standards
Develop upgrade roadmaps and ensure customers remain within supported versions ofthe platform. Plan for 2-3 version upgrades during the year.
Define and report on monthly Platform Maintenance activities to ensure that customerinfrastructure is consistently up to date.
Ensure customers receive clear, proactive communication regarding upcomingreleases, feature impacts, and upgrade windows.
Lead customer-facing briefings for strategic enterprise accounts requiring complexupgrades.
Establish rollback procedures, contingency planning, and incident responseframeworks for upgrade-related issues.
Define and track KPIs such as: Customer NPS and Upgrade satisfaction Upgrade success rate- Upgrade cycle time Customer upgrade adoption rate Customer satisfaction post-upgrade Upgrade-related incident rates
Present executive-level reporting on upgrade readiness, risks, and outcomes.
Lead post-upgrade reviews and implement continuous improvement initiatives.
Manage technical projects as assigned.
Work with cross-organizational teams; build seamless partnerships throughout support,sales, engineering, and other organizations within Saviynt.
Negotiate and influence skillfully with cross-functional groups to resolve key issues