Senior / Director, Customer Support

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, delivering a White Glove customer experience. This high-impact role balances technical leadership with a customer‑centric mission, ensuring upgrades are predictable, low‑risk, and integrate seamlessly with customer operations to achieve zero‑disruption deployments. You will partner with internal teams to deliver seamless, zero‑downtime upgrades that maintain constant business continuity. 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 framework—including risk assessment, rollback procedures, and incident response—to ensure 100% execution consistency and minimal downtime. By centralizing communication to customers, you will put 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 required for this role, you will: Complete security & privacy literacy and awareness training during onboarding and annually thereafter. Review (initially and annually thereafter), understand, and adhere to Information Security/Privacy Policies and Procedures such as (but not limited to): Data Classification, Retention & Handling Policy Incident Response Policy/Procedures Business Continuity/Disaster Recovery Policy/Procedures Mobile Device Policy Account Management Policy Access Control Policy Personnel Security Policy Privacy Policy 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. #J-18808-Ljbffr Saviynt