The SailPoint Customer Success team is responsible for helping our customers get maximum value out of SailPoint products or services, resulting in the business receiving maximum lifetime value and loyalty from the customer.
The Customer Success Manager is responsible for ensuring overall customer satisfaction and establishing strong, referenceable relationships. They develop and maintain long-term business partnerships between SailPoint and assigned customer accounts. In this capacity, the CSM will be customer advocates and trusted business advisors across multiple accounts, supporting customers in achieving success through the effective utilization of SailPoint’s products and services. Additionally, the role involves facilitating successful contract renewals.
Description:
· Manage the business relationship between SailPoint and assigned customer accounts, responsible for overall success and satisfaction
· Provide coaching and guidance to customers on the use of SailPoint solutions for identity management, compliance, role management, and access request management.
· Develop insights into the challenges faced by customer organizations and provide recommendations based on an in-depth understanding of how SailPoint solves those problems. Proactively share best practices.
· Monitor accounts for changes in solution/product usage, personnel, goals, mission, financial conditions, competitor involvement and other areas that could influence the client’s ongoing use and/or satisfaction with SailPoint’s products and services
· Provide strategic updates on customer’s performance to SailPoint Senior Management.
· Identify new opportunities for expanding SailPoint product/service usage to maximize customer success and SailPoint revenue growth
· Ensure maintenance contract renewal. Meeting or exceed renewal and retention targets
Requirements:
· Bachelor’s degree or global 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 customer 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 several tasks concurrently
· Ability to build lasting relationships based on trust
· Takes ownership of customer issues and drives to resolution
· Proficiency with CRM software
· Self-motivated, strong work ethic, creative, customer-centric personality with a genuine commitment to continuous professional development.
Travel:
· Estimated from 10% to 25%
Location: Canada
Preference for candidates located in PST or MST time zone for Western US/Canadian accounts.
The anticipated salary range for this role is $100,000-120,000 CAD.
SailPoint is an equal opportunity employer and we welcome all qualified candidates to apply to join our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by applicable law.
Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact [email protected] or mail to 11120 Four Points Dr, Suite 100, Austin, TX 78726, to discuss reasonable accommodations. NOTE: Any unsolicited resumes sent by candidates or agencies to this email will not be considered for current openings at SailPoint.
