SailPoint · 7 hours ago

Strategic Customer Success Manager

United States

Full-time

Remote

Mid Level

$102K/yr - $189K/yr

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Enterprise SoftwareIdentity Management

Growth Opportunities

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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 and Identity Security Cloud 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

Track customer connection and data through Salesforce and Gainsight

Qualification

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Customer facing skillsProblem resolution skillsRelationship buildingSalesforceGainsight

Required

Strong customer facing skills (executive presence, writing skills, phone skills) demonstrating a highly professional demeanor

Strong consulting skills with the ability to gather and analyze information and produce strategic insights into clients’ organizational and technical challenges

Communicate technical details to a non-technical audience

Foster credibility with a technical audience

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

Build lasting relationships based on trust

Take ownership of customer issues and drives to resolution

Self-motivated, strong work ethic, creative, customer-centric personality

Bachelor’s degree or equivalent work experience