The SailPoint customer success team champions helping our customers get maximum value out of any SailPoint products or services, so the business gets maximum lifetime value and loyalty from the customer.
The role of the CSM is to ensure customers get the maximum value and achieve their desired outcome(s) when using our products and services while having a great customer experience with SailPoint. It involves increasing retention, preventing churn, consulting, building loyalty, and generating account expansion revenue. The CSM will act as a liaison to the various business units at SailPoint, monitor project milestones and provide visibility on key concerns. They also work closely with our partner community toward the common goal of successful customers.
Description:
- Manage the business relationship between SailPoint and assigned client accounts; responsible for protecting and growing the revenue base of your portfolio
- Provide thought leadership to clients on best practices 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 the platform solves those problems.
- 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 of SailPoint's products and services
- Create and implement customer success plans that outline business objectives, success metrics, potential challenges, tasks, owners and timelines.
- Act as the liaison for technical inquiries, issues or escalations. This will include working with Support, Engineering, Professional Services, Product Management and others as needed.
- Identify new opportunities for expanding SailPoint product/service usage to maximize client success and SailPoint revenue growth
- Identify renewal risk and collaborate with internal teams to remediate and ensure successful on-time renewal.
Requirements:
- Bachelor's degree or equivalent work experience (technical degree or masters degree a plus)
- 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 organizational and technical challenges
- Ability to communicate technical details to a non-technical audience. Ability to foster credibility with both technical and executive audiences
- Ability to 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
- Ability to build lasting relationships based on trust
- Takes ownership of customer issues and drives to resolution
- Self-motivated, proactive, strong work ethic, creative, customer-centric personality
Travel:
- Estimated from 10% to 25%
SailPoint is an equal opportunity employer and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
