Paul Kozlov
Head of Support Operations @CyberArk
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WORK HISTORY
Head of Support Operations @CyberArk
Responsible for day-to-day operations of the Customer Support organization: • Defined and tracked Key Performance Indicators for the Global Customer Support team • Directed implementation of the Management and Engineer-level dashboards • Led Weekly and Quarterly Business Review meetings • Maintained Customer Support processes and procedures, accountable for maintenance and accuracy of Support Playbook • Defined and tracked resourcing model, planned annual headcount and budget requests • In consultation with regional delivery teams defined and managed changes to the Salesforce Ticketing System • Directed development of Support Tools in accordance to Software Development Lifecycle • Evaluated, Initiated, and Oversaw procurement of technology for the Customer Support team • Represented Customer Support Team needs and influenced decisions as part of GTM/IT interlock • Tracked budget utilization, partnered with Finance organization on budget-related matters • Handled Customer Escalations as needed • Reviewed Customer Contracts
EDUCATION
Belarusian State University of Informatics and Radioelectronics
BS, Electrical Engineering
SKILLS
ABOUT PAUL KOZLOV
IT manager with experience in areas of Application Security, Service Delivery, Customer…
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