Customer Success Manager
About The Position
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.
Requirements
- Bachelor’s degree or equivalent work experience
- 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
Nice To Haves
- technical degree or masters degree a plus
Responsibilities
- 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
Benefits
- Health and wellness coverage: Medical, dental, and vision insurance
- Disability coverage: Short-term and long-term disability
- Life protection: Life insurance and Accidental Death & Dismemberment (AD&D)
- Additional life coverage options: Supplemental life insurance for employees, spouses, and children
- Flexible spending accounts for health care, and dependent care; limited purpose flexible spending account
- Financial security: 401(k) Savings and Investment Plan with company matching
- Time off benefits: Flexible vacation policy
- Holidays: 8 paid holidays annually
- Sick leave
- Parental support: Paid parental leave
- Employee Assistance Program (EAP) and Care Counselors
- Voluntary benefits: Legal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance options
- Health Savings Account (HSA) with employer contribution
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
