Strategic Customer Success Manager - R009323

Sailpoint Technologies SARL • Austin, TX

418d • $101,900 - $145,600 • Onsite

About The Position

The Strategic Customer Success Manager at SailPoint Technologies is responsible for ensuring overall client satisfaction and building long-term business relationships with assigned client accounts. This role acts as a customer advocate and business consultant, helping clients achieve success through SailPoint's products and services. The position focuses on client satisfaction rather than sales quotas, emphasizing the importance of understanding client needs and driving product adoption.

Requirements

• Strong customer-facing skills including executive presence, writing skills, and phone skills.
• Strong consulting skills with the 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 and foster credibility with a technical audience.
• Skill in setting and communicating expectations, mediating, and resolving problems.
• Highly organized with the ability to prioritize and process multiple tasks concurrently.
• Ability to build lasting relationships based on trust and take ownership of customer issues to drive resolution.
• Self-motivated with a strong work ethic and a creative, customer-centric personality.
• Bachelor's degree or equivalent work experience.

Responsibilities

• Manage the business relationship between SailPoint and assigned client accounts, ensuring 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 and Identity Security Cloud solves those problems.
• Monitor accounts for changes in solution/product usage, personnel, goals, mission, financial conditions, competitor involvement, and other areas affecting client satisfaction.
• Provide strategic updates on clients' performance to SailPoint Senior Management and regular status updates to account teams and Sales Managers.
• Identify new opportunities for expanding SailPoint product/service usage to maximize client success and revenue growth.
• Ensure maintenance contract renewal and track customer connection and data through Salesforce and Gainsight.

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)
• Flexible spending accounts for health care and dependent care
• 401(k) Savings and Investment Plan with company matching
• Flexible vacation policy
• 8 paid holidays annually
• Sick leave
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Publishing Industries
• Education Level: Bachelor's degree