Senior Vice President of SaaS Operations

1 month ago

Atlanta, Georgia, United States Saviynt Full time

About Saviynt: Saviynt is a leading identity authority platform designed to empower and safeguard the modern workplace. In an era of digital transformation, organizations face escalating cyber risks while striving to maintain momentum. Saviynt's Enterprise Identity Cloud offers unparalleled visibility, control, and intelligence, enabling customers to defend against threats while granting users timely access to essential digital tools.

SaaS Operations Overview: Our SaaS Operations team is dedicated to designing, building, and managing premier Enterprise Identity solutions. We are committed to operational excellence and aim to attract top talent in the industry to maintain our status as a world-class SaaS Operations team.

Position Summary: The Senior Director of SaaS Operations & Support will oversee outbound interactions with regional customers and enhance our existing incident and problem management processes to achieve exceptional Customer Satisfaction. The ideal candidate will possess robust technical and organizational skills, managing large-scale SaaS operations and support organizations while demonstrating excellent customer relationship abilities. They should be adept at influencing decision-making processes and collaborating with the Executive Leadership Team.

Key Responsibilities:

  • Manage SaaS operations and customer support outbound experiences for a global region.
  • Engage with customers throughout their implementation lifecycle, ensuring ongoing value realization and operational effectiveness.
  • Travel approximately 50% of the time to meet with regional customers for relationship management, operational updates, product roadmaps, and opportunity identification.
  • Measure success through KPIs related to incident response, uptime, performance goals, and proactive issue detection.
  • Collaborate with product and engineering teams to ensure high-quality product development and operation by providing valuable operational feedback.
  • Recruit, lead, and inspire a strong SaaS Operations team to deliver best-in-class service offerings.
  • Work closely with the InfoSec team to adhere to evolving security practices as Saviynt scales.

Qualifications:

  • BA/BS degree in Computer Science, Engineering, or a related field.
  • 15+ years of hands-on technical experience combined with strong management and communication skills.
  • In-depth understanding and technical experience with modern Cloud Service Providers such as Microsoft Azure, AWS, or Google Cloud.
  • Experience in operating and supporting large-scale SaaS platforms and applications.
  • Proven track record in managing a world-class Operations organization and overseeing 24x7 on-call rotation teams for global customers.
  • Experience in building, scaling, and monitoring infrastructure for SaaS applications and services.
  • Ability to foster a strong, customer-focused operations and support culture that prioritizes quality.

Why Saviynt? Saviynt is a high-growth Platform as a Service company focused on Identity Authority, dedicated to empowering and protecting the modern workplace. Employees experience significant growth and learning opportunities through challenging yet rewarding work that directly impacts our customers, all within a supportive and positive work environment. We are an equal opportunity employer and welcome all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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