Identity Security - Sr Customer Success Manager - French Speaking

Saviynt•Quebec, QC

32d

About The Position

Saviynt's AI-powered identity platform manages and governs human and non-human access to all of an organization's applications, data, and business processes. Customers trust Saviynt to safeguard their digital assets, drive operational efficiency, and reduce compliance costs. Built for the AI age, Saviynt is today helping organizations safely accelerate their deployment and usage of AI. Saviynt is recognized as the leader in identity security, with solutions that protect and empower the worldâs leading brands, Fortune 500 companies and government institutions. For more information, please visit www.saviynt.com. The Customer Success Manager will manage customer loyalty and adoption of Saviyntâs innovative services and products using our customersâ business objectives and priorities as the key driver. The Customer Success Manager will be responsible for driving customer success by providing customer advisory, adoption recommendations, opportunities for increased service and metrics analysis. The success of this role means higher customer happiness, retention, and expansion of Saviyntâs business.

Requirements

Knowledge and experience in Identity and Access Management (IAM) required; cybersecurity and/or compliance background also very valuable.
Must be fluent in English and French
Identity Security practitioner preferred
Have a can-do attitude.
Previous experience within a customer success OR application portfolio management role within a SaaS organization.
Hands â on knowledge and experience in Identity and Access Management (IAM) and Security space.
Strong knowledge of cloud architecture as well as on - premise IT landscape.
Extensive experience in consulting and implementation of IT systems preferably cloud service and/or identity management.
Knowledge of security and compliance requirements.
Willingness to be a hands-on contributor. Excellent communication skills, including issue tracking, triaging, and crisis management.
Team player.
Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analysing Information, Developing Standards, Service Excellence
Proactivity, have a very strong what-could-go-wrong and how-to-avoid-it mindset.
Available to travel up to 20%.

Responsibilities

Serve as the primary point of contact for customers.
Participate with the Sales team to provide a strong customer-focused sales, orientation, and launch engagement process.
Develop excellent relationship up to customerâs C-level executives.
Develop a deep understanding of customerâs identity and access governance landscape and business challenges and advise on possible solutions delivered by the Saviynt product.
Develop trusting relationship with customers and executive sponsors to drive product adoption and ensure they achieve full business value.
Partner with internal Saviynt teams to align product development and support activities with the customer's business case and strategy.
Represent the customer in internal prioritization process.
Proactive preparation for important events (go-lives, releases, etc..)
Develop and maintain an accurate account plan / success plan for each customer in the portfolio.
Develop and monitor key performance indicators and review monthly for necessary corrective actions.
Monitor and identify utilization trends, provide recommendations based on risk and customersâ needs.
Plan education for customers on new features and releases.
Manage renewal pipeline including potential at-risk customers to remediate and ensure a successful renewal.
Assist with the management of delivery projects.
Assist with transformation and process improvements across the organization.
Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.