Senior / Director, Customer Support

WHAT YOU WILL DO

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Lead a global upgrade program responsible for orchestrating application upgrades across hundreds of enterprise customers.

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Own customer upgrade planning and customer communication for Strategic and select customers as designated

• Own the end-to-end strategy for application upgrades, and Hotfixes in all customer environments (Dev, QA, Production and any other), ensuring up grades are predictable, low-risk, and aligned with product release cycles.

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Establish a structured upgrade governance framework including pre-upgrade checklist, schedule communication, upgrade tracking and executive reporting.

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Implement a clear, high-touch communication strategy to selected customersthat differentiates between Major release version upgrades and hotfix deployments

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Collaborate and document the upgrade process/timelines for internalcollaboration and ongoing reporting to Saviynt teams.

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Implement context-specific scheduling for customers based on business context, potential risks, customer onboarding roadmaps, and negotiate scheduling based on risk-mitigation.

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Responsible for Root Cause Analysis and continuous improvement to the upgrade process.

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Drive Early Access and Beta release cycles, systematically capturing user feedback to identify, prioritize, and resolve issues before general availability launch.

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Build scalable processes and drive automation/AI to ensure upgrades are executed consistently (on time and per schedule).

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Partner with Product and Engineering teams to develop an AI based framework, toreduce upgrade complexity through automation, standardization, and pre-validationchecks.

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Assess and implement customer self-service tools to align with industry standards

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Develop upgrade roadmaps and ensure customers remain within supported versions ofthe platform. Plan for 2-3 version upgrades during the year.

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Define and report on monthly Platform Maintenance activities to ensure that customerinfrastructure is consistently up to date.

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Ensure customers receive clear, proactive communication regarding upcomingreleases, feature impacts, and upgrade windows.

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Lead customer-facing briefings for strategic enterprise accounts requiring complexupgrades.

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Establish rollback procedures, contingency planning, and incident responseframeworks for upgrade-related issues.

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Define and track KPIs such as

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Customer NPS and Upgrade satisfaction

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Upgrade success rate- Upgrade cycle time

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Customer upgrade adoption rate

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Customer satisfaction post-upgrade

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Upgrade-related incident rates

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Present executive-level reporting on upgrade readiness, risks, and outcomes.

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Lead post-upgrade reviews and implement continuous improvement initiatives.

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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

WHAT YOU BRING

• 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 – 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 “cool, calm, and collected” 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.

Preferred Qualifications

• 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.