Senior / Director, Customer Support

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 world’s leading brands, Fortune 500 companies and government institutions. 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, ensuring a White Glove customer experience. This high‑impact role balances technical leadership with a customer‑centric mission, ensuring upgrades are predictable, low‑risk, and seamlessly align with customer operations for zero‑disruption deployments. You will partner with internal teams to deliver seamless, zero‑downtime upgrades that maintain constant business continuity for our clients. WHAT YOU WILL DO: Lead a global upgrade program responsible for orchestrating application upgrades across hundreds of enterprise customers. Own customer upgrade planning and communication for strategic and select customers. Own the end‑to‑end strategy for application upgrades and hotfixes in all customer environments, ensuring upgrades are predictable, low‑risk, and aligned with product release cycles. Establish a structured upgrade governance framework including pre‑upgrade checklists, schedule communication, upgrade tracking, and executive reporting. Implement a clear, high‑touch communication strategy to differentiate between major release version upgrades and hotfix deployments. Collaborate and document the upgrade process and 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 launch. Build scalable processes and drive automation/AI to ensure upgrades are executed consistently (on time and per schedule). Partner with Product and Engineering teams 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, planning for 2–3 version upgrades during the year. Define and report on monthly platform maintenance activities to ensure customer infrastructure is consistently 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, post‑upgrade customer satisfaction, and 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 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 of related work experience (e.g., enterprise support management, customer‑facing roles, project management, business process 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 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 as prerequisites for success. Outstanding verbal, written, and interpersonal communication skills at all levels of the organization. Team player who is influential and builds good working relationships across all functions and geographic regions. Sound judgment and ability to make decisions considering all alternatives and risks. Ability to work and coordinate priorities well under pressure. Track record of meeting complex stakeholder needs under tight timelines and resource constraints. Technical depth to collaborate with Product and Development teams and present complex technology concepts to senior executives in an understandable way. Ability to multi‑task and meticulously manage competing priorities from diverse senior executives. Independent thinker capable of solving problems and developing recommendations. Flexibility to cover the business and drive customer experience in a variety of shift timings, including 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. Background in a technical support or customer service environment. Ability to manage processes across organizational boundaries and collaborate with functional managers worldwide. IF REQUIRED FOR THIS ROLE: 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 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 Inc.