Customer Success Manager

Role Overview

• Manage the business relationship between SailPoint and assigned client accounts; responsible for overall client satisfaction
• Provide coaching and advice to clients on the use of SailPoint’s solutions for identity management, compliance, role management, and access request management
• Develop insights into the challenges faced by client organizations and provide recommendations based on an in-depth understanding of how IdentityIQ solves those problems
• Proactively share best practices
• Monitor accounts for change in solution/product usage, personnel, goals, mission, financial conditions, competitor involvement and other areas that could have an effect on the clients’ ongoing use and/or satisfaction with SailPoint’s products and services
• Provide strategic updates on clients’ performance to SailPoint Senior Management
• Provide regular status updates to account teams and Sales Managers
• Identify new opportunities for expanding SailPoint product/service usage to maximize client success and SailPoint revenue growth
• Ensure maintenance contract renewal

Requirements

• Bachelor’s degree or equivalent work experience (technical degree or masters degree a plus)
• Strong customer facing skills (executive presence, writing skills, phone skills)
• Demonstrates a highly professional demeanor
• Strong consulting skills
• Ability to gather and analyze information and produce strategic insights into clients’ organizational and technical challenges
• Ability to communicate technical details to a non-technical audience
• Ability to foster credibility with a technical audience
• Ability to set and communicate expectations; skill in mediating and resolving problems
• Must be highly organized and able to prioritize and process a number of tasks concurrently
• Ability to build lasting relationships based on trust
• Takes ownership of customer issues and drives to resolution
• Self-motivated, strong work ethic, creative, customer-centric personality
• Estimated travel from 10% to 25%.

Benefits

• SailPoint is an equal opportunity employer
• Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability.
• Reasonable accommodation to known physical or mental limitations of otherwise qualified employees or applicants for employment, unless the accommodation would impose undue hardship on the operation of our business.