Senior / Director, Customer Support
Saviynt, Atlanta, GA, United States
Overview
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 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 world’s leading brands, Fortune 500 companies and government institutions. For more information, please visit www.saviynt.com.
What you will do
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 select customers, as designated. Manage end-to-end strategy for application upgrades and hotfixes in all environments (Dev, QA, Production and others), ensuring upgrades are predictable, low-risk, and aligned with product release cycles.
Establish a structured upgrade governance framework including pre-upgrade checklist, schedule communication, upgrade tracking, and executive reporting.
Implement a high-touch communication strategy differentiating major release version upgrades from hotfix deployments.
Collaborate and document the upgrade process/timelines for internal collaboration and ongoing reporting to Saviynt teams.
Implement context-specific scheduling for customers based on business context, potential risks, customer onboarding roadmaps, and negotiate scheduling based on risk mitigation.
Responsible for root cause analysis and continuous improvement of the upgrade process.
Drive Early Access and Beta release cycles, systematically capturing user feedback to identify, prioritize, and resolve issues before general availability.
Build scalable processes and drive automation/AI to ensure upgrades are executed consistently (on time and per schedule).
Partner with Product and Engineering to develop an AI-based framework to reduce upgrade complexity through automation, standardization, and pre-validation checks.
Assess and implement customer self-service tools to align with industry standards.
Develop upgrade roadmaps and ensure customers remain within supported versions of the platform; plan for 2-3 version upgrades during the year.
Define and report on monthly Platform Maintenance activities to keep customer infrastructure up to date.
Ensure customers receive clear, proactive communication regarding upcoming releases, feature impacts, and upgrade windows.
Lead customer-facing briefings for strategic enterprise accounts requiring complex upgrades.
Establish rollback procedures, contingency planning, and incident response frameworks 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 to build seamless partnerships across support, sales, engineering, and other Saviynt functions; negotiate and influence to resolve key issues.
What you bring
10+ years of related work experience (e.g., enterprise support management, customer-facing roles, project management, business processes operations, product management, engineering operations, technical consulting, data analysis).
Iterative mentality – start with the 80% solution and improve over time.
Strong problem/incident/recovery management foundations.
Critical thinking to derive upstream causes for upgrade issues and iteratively implement improvements.
Ability to remain cool under pressure and relentlessly prioritize based on business impact.
Ability to combine negotiation and resource management skills with an understanding of support delivery processes.
Flexibility, integrity, and creative problem-solving skills.
Outstanding verbal/written communication and interpersonal skills at all levels of the organization.
Team player who is influential and can build relationships across functions and geographies.
Sound judgment and the ability to make decisions with consideration of alternatives and risks.
Ability to work under pressure and multi-task; manage competing priorities from diverse senior executives.
Technical depth to collaborate with Product and Development teams and present complex concepts to senior executives.
Ability to work independently and develop recommendations; strong problem-solving capabilities.
Flexibility to cover the business and drive customer experience across various shift timings, including some weekends.
Preferred Qualifications
Working knowledge of support management processes and tools in a high-tech software company.
Expertise in FreshService reporting and dashboards.
AI-first mindset and experience automating processes.
Results-oriented with a background in technical support or customer service environments.
Experience managing processes across organizational boundaries and collaborating with global functional managers.
If required for this role, you will:
Complete security & privacy literacy and awareness training during onboarding and annually thereafter.
Review and adhere to Information Security/Privacy Policies and Procedures, including data classification, retention & handling, incident response, business continuity, mobile device policy, account management, access control, personnel security, and privacy policies.
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.
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What you will do
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 select customers, as designated. Manage end-to-end strategy for application upgrades and hotfixes in all environments (Dev, QA, Production and others), ensuring upgrades are predictable, low-risk, and aligned with product release cycles.
Establish a structured upgrade governance framework including pre-upgrade checklist, schedule communication, upgrade tracking, and executive reporting.
Implement a high-touch communication strategy differentiating major release version upgrades from hotfix deployments.
Collaborate and document the upgrade process/timelines for internal collaboration and ongoing reporting to Saviynt teams.
Implement context-specific scheduling for customers based on business context, potential risks, customer onboarding roadmaps, and negotiate scheduling based on risk mitigation.
Responsible for root cause analysis and continuous improvement of the upgrade process.
Drive Early Access and Beta release cycles, systematically capturing user feedback to identify, prioritize, and resolve issues before general availability.
Build scalable processes and drive automation/AI to ensure upgrades are executed consistently (on time and per schedule).
Partner with Product and Engineering to develop an AI-based framework to reduce upgrade complexity through automation, standardization, and pre-validation checks.
Assess and implement customer self-service tools to align with industry standards.
Develop upgrade roadmaps and ensure customers remain within supported versions of the platform; plan for 2-3 version upgrades during the year.
Define and report on monthly Platform Maintenance activities to keep customer infrastructure up to date.
Ensure customers receive clear, proactive communication regarding upcoming releases, feature impacts, and upgrade windows.
Lead customer-facing briefings for strategic enterprise accounts requiring complex upgrades.
Establish rollback procedures, contingency planning, and incident response frameworks 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 to build seamless partnerships across support, sales, engineering, and other Saviynt functions; negotiate and influence to resolve key issues.
What you bring
10+ years of related work experience (e.g., enterprise support management, customer-facing roles, project management, business processes operations, product management, engineering operations, technical consulting, data analysis).
Iterative mentality – start with the 80% solution and improve over time.
Strong problem/incident/recovery management foundations.
Critical thinking to derive upstream causes for upgrade issues and iteratively implement improvements.
Ability to remain cool under pressure and relentlessly prioritize based on business impact.
Ability to combine negotiation and resource management skills with an understanding of support delivery processes.
Flexibility, integrity, and creative problem-solving skills.
Outstanding verbal/written communication and interpersonal skills at all levels of the organization.
Team player who is influential and can build relationships across functions and geographies.
Sound judgment and the ability to make decisions with consideration of alternatives and risks.
Ability to work under pressure and multi-task; manage competing priorities from diverse senior executives.
Technical depth to collaborate with Product and Development teams and present complex concepts to senior executives.
Ability to work independently and develop recommendations; strong problem-solving capabilities.
Flexibility to cover the business and drive customer experience across various shift timings, including some weekends.
Preferred Qualifications
Working knowledge of support management processes and tools in a high-tech software company.
Expertise in FreshService reporting and dashboards.
AI-first mindset and experience automating processes.
Results-oriented with a background in technical support or customer service environments.
Experience managing processes across organizational boundaries and collaborating with global functional managers.
If required for this role, you will:
Complete security & privacy literacy and awareness training during onboarding and annually thereafter.
Review and adhere to Information Security/Privacy Policies and Procedures, including data classification, retention & handling, incident response, business continuity, mobile device policy, account management, access control, personnel security, and privacy policies.
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.
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