The SailPoint customer success team champions helping our customers get maximum value out of any SailPoint products or services, so the business gets maximum lifetime value and loyalty from the customer.
The Customer Success Manager is responsible for overall client satisfaction and referencability, building and managing long-term business relationships between SailPoint and assigned client accounts. This role serves as a customer advocate and business consultant for multiple accounts by helping our clients achieve success through the use of SailPoint’s product and services. This role is all about client satisfaction and is not a quota carrying sales position.
Description:
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
Fluent written and spoken German is mandatory, also English
Travel:
Estimated from 10% to 25%
The path to success
Within the first 30 days:
· SailPoint Overview: Learn about the company’s history, mission and core values
· Product / Service Offering: Learn the SailPoint pitch
· Meet the team: Introduce yourself to key stakeholders such as regional leaders, your team, AEs, marketing, channel, support, professional services, etc
· Mentorship: Meet your onboarding buddy and set up regular meetings & 1:1s with your manager
· Tools: Familiarize yourself with the tools provided, such as Salesforce, Gainsight, Tableau, ServiceNow, etc.
60 days:
· Enablement: Complete revenue org onboarding enablement, role specific enablement, SailPoint certifications, and all assigned compliance / security tasks
· Shadowing: Shadow CSMs on customer meetings
· Portfolio: Review your assigned customer portfolio, familiarise yourself with the customer success plans, conduct internal handovers with AEs/CSMs to understand each customer’s objectives and opportunities
90 days:
· Customer Meetings: Conduct introduction sessions & schedule regular meetings with your customer base
· Renewals: Accurately forecast renewals, identify & mitigate risk, and work with Renewals Managers, AEs and Partners to close renewals on time
· Revenue Generation: Create opportunities for upsell/cross-sell based on customer utilisation and expanded use cases
· Customer Advocacy: Build customer champions through the SailPoint Admirals Program, case studies, and customer speaking opportunities for user groups
· Continuous Learning: Stay up to date on new information distributed to the team, product roadmaps, thought leadership and industry trends
· Feedback: Actively seek and incorporate feedback from peers, mentors and management
SailPoint is an equal opportunity employer and we welcome all qualified candidates to apply to join our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by applicable law.
Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact [email protected] or mail to 11120 Four Points Dr, Suite 100, Austin, TX 78726, to discuss reasonable accommodations. NOTE: Any unsolicited resumes sent by candidates or agencies to this email will not be considered for current openings at SailPoint.
