Manager, Professional Services

SailPoint•Austin, TX

About The Position

Professional Services Manager Why SailPoint? Love what you do. And love where you do it. Smart people, fun culture, innovative work, beautiful offices — oh, and everyone’s really nice. That’s what people say about SailPoint. We’re known as the company where everyone wants to work, and we have the awards to prove it. If you’re passionate about outsmarting cybercriminals and working at a company where you can truly have an impact, we want you to join our team. SailPoint empowers the largest, most complex organizations by putting identity at the Center of Security and IT. Our 2,000+ customers include global financial institutions, government entities, and pharmaceutical organizations and more. Who You Are: Professional Services Managers are self-directed, highly motivated, and experienced leaders that thrive when overseeing and building a services organization. You have significant experience building and maintaining professional relationships, and you are comfortable communicating with people at all organizational levels. You have exceptional leadership, communication, organizational, and problem-solving abilities that you use to balance customer, team and individual need while contributing to a positive work environment. You are an exceptional multitasker, able to meet and manage moving deadlines, gauge risks, and creatively resolve unexpected issues. By leveraging your extensive experience and motivation for success, you enjoy identifying growth areas, evaluating best practices, and presenting solutions to everyday problems. Path to Success: As a Professional Services Manager (PSM) part of SailPoint’s Recurring Services team, you will support each customer’s journey by managing the strategic efforts required to deliver SailPoint’s solutions. You will combine your management experience with our world-class product and process training to gain a deep understanding of our SaaS and/or Software delivery practices. Within the first month, you will begin to understand your responsibilities by working with tenured management to shadow projects and sales efforts to begin taking accountability for the client experience on projects you are assigned to while developing a relationship with your peers. At the end of the three months , you will be responsible for engagement scoping, client communication, internal team management, escalation support, and overall service delivery for your portfolio. Upon completion of your first year , you will leverage your acquired skills to oversee your team and oversee the full scope of customer engagements. Concurrently, you will serve as a trusted advisor to customers, peers, and leaders, and you will be accountable for fostering your team members' professional growth and assisting them in setting and achieving their goals.

Requirements

7+ years of professional experience at a Software, SaaS, or consulting company
3+ years of project management experience
2+ years of people management experience
Exceptional mentorship and leadership skills with a passion for continuous improvement
Experience with project management duties (project planning, budget, scope, schedule, stakeholder, and risk management)
Exceptional communication skills and extensive experience working with clients and partners
Outstanding organizational and multi-tasking abilities
Extensive experience working with Sales to scope services projects for enterprise software
This position requires up to 15% travel
Bachelor’s degree or equivalent work experience.

Responsibilities

Ensure that services are provided, implemented correctly, and billed in a timely and accurate manner
Partner cross-functionally during the sales process, own the services portions of deals, including presentations, RFP responses, and proposal/SOW generation
Interact with sales reps and sales leadership during the pre-sales and post-sales (delivery) phases
Serve as the senior point of contact for client escalations
Oversee the financials of your team’s projects, with a focus on profitability and productivity to ensure long term client success
Work with the Resource Management Office (RMO) to mediate and prioritize staff resources to strategically align with the needs of the overall PS business
Provide project management duties on occasion for customer engagements as needed
Provide strategic updates on client performance to SailPoint Senior Management.
Providing regular status updates to account teams and Sales Managers
Work closely with Customer Success Managers to establish and maintain customer satisfaction throughout the entirety of a customer implementation
Identify new opportunities for expanding SailPoint solutions and services footprint to maximize client success and SailPoint revenue growth
Take responsibility for the management of the team, including participation in staffing decisions, utilization management, performance reviews, and career development support
Assist direct reports in career development by providing regular feedback, coaching and guidance on personal development
Coach Engagement Managers and project team members on project performance and development areas
Participate in recruiting and employee development activities to ensure a balanced team with the right set of skills

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