Director, Customer Support – EMEA at Saviynt

Kraków, Lesser Poland Voivodeship, Poland

Apply Now

Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

N/AIndustries

Requirements

Deep understanding of EMEA-specific business culture, customer expectations, public holiday planning, and regulatory landscape (including GDPR)
Proven leadership: 10+ years in technical support leadership roles, with at least 5+ years managing teams in EMEA across multiple geographies
Strong experience building and managing C-level and VP-level relationships across diverse EMEA markets
Skilled in workload planning, business continuity, and governance at a regional scale
Demonstrated ability to lead through complex escalations, balancing global processes with EMEA-specific customer needs
Ability to align support delivery with customer business priorities, driving retention and long-term success
Track record of working closely with Product, Engineering, Sales, and Customer Success teams to enhance customer outcomes
Data-driven mindset with experience managing KPIs such as CSAT, SLA, and resolution metrics across regional markets
Passion for nurturing diverse talent, promoting career growth

Responsibilities

Lead and mentor a team of engineers supporting high-value and strategic customers across EMEA
Ensure delivery of premium, region-tailored support experiences aligned to diverse customer needs across multiple industries and geographies
Build and strengthen relationships with executives and key stakeholders in strategic EMEA accounts
Act as a trusted advisor and escalation point for critical regional issues and executive-level escalations
Manage workload distribution across EMEA time zones, ensuring coverage during public holidays and team long-leave periods with minimal business impact
Anticipate seasonal and regional demand spikes (summer holidays, local working norms) and proactively adjust support coverage
Define and monitor operational KPIs such as CSAT, SLA adherence, backlog management, and resolution times
Partner with Sales, Customer Success, Product, and Engineering teams to address customer needs and feed regional insights into global strategies
Represent regional customer voice to influence product roadmaps, service offerings, and support policies
Collaborate with the broader Global Support Leadership to ensure consistent standards while accounting for EMEA-specific dynamics
Drive alignment on coverage models, escalation governance, and knowledge-sharing across regions
Manage complex customer escalations within EMEA, including those requiring coordination with regional legal, compliance, and data privacy frameworks (GDPR)
Ensure timely communication and alignment with executive sponsors during high-pressure scenarios
Recruit, coach, and develop EMEA support managers and engineers, with a focus on multicultural team capabilities
Foster a culture of accountability, empathy, and continuous improvement
Provide transparent updates to regional and global leadership on customer health, escalation trends, and team performance
Establish governance frameworks for execution of initiatives, with weekly cadence updates and measurable outcomes

Skills

Team Leadership

Customer Support

Executive Relationship Management

Operational Excellence

KPI Monitoring

CSAT

SLA Adherence

Workload Planning

Cross-Functional Collaboration

Escalation Management

Saviynt

Cloud-based identity security and access governance

About Saviynt

Saviynt provides a cloud-based platform focused on identity security and access governance for businesses. Its services include identity governance and administration, third-party access governance, and cloud privileged access management, all aimed at helping organizations manage and secure digital identities, including those of employees and vendors. The platform features automated workflows and tools that simplify identity lifecycle management, while offering visibility and analytics to help businesses stay audit-ready and reduce identity-related risks. Unlike many competitors, Saviynt emphasizes user-friendliness and ease of implementation, making it accessible for a wide range of clients from small businesses to large enterprises. The company's goal is to protect major brands and support their cloud and security initiatives through a subscription-based model that ensures ongoing revenue and investment in product development.

El Segundo, CaliforniaHeadquarters

2010Year Founded

$165.4MTotal Funding

DEBTCompany Stage

Enterprise Software, CybersecurityIndustries

1,001-5,000Employees

Benefits

Remote Work Options

Flexible Work Hours

Risks

Emerging identity security startups pose a threat to Saviynt's market share.

Rapid AI advancements may outpace Saviynt's current technological capabilities.

Data privacy and regulatory challenges could hinder global service expansion.

Differentiation

Saviynt offers a unified platform for cloud, enterprise, and big data security.

The AI-powered Intelligence Suite enhances decision-making in identity and access management.

Saviynt's user-friendly platform simplifies identity lifecycle management with automated workflows.

Upsides

Saviynt's recognition as a 2024 Gartner Customers' Choice highlights strong customer satisfaction.

Partnership with SPG expands cybersecurity capabilities and market reach.

Hiring industry experts strengthens Saviynt's leadership and product marketing efforts.

Land your dream remote job 3x faster with AI

Try Jobo Free