Customer Success Manager - West
SailPoint
Customer Success Manager
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 Customer Success Manager is responsible for overall client satisfaction, building and managing long-term business relationships between SailPoint and assigned client accounts in the Western US. This role serves as a customer advocate and business consultant for multiple accounts by helping our clients achieve success through the use of SailPoint's product and services.
Manage the business relationship between SailPoint and assigned client accounts; responsible for overall client satisfaction and renewal
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 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
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 clients' 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 a number of tasks concurrently
Ability to build lasting relationships based on trust
Takes ownership of customer issues and drives to resolution
Self-motivated, strong work ethic, creative, customer-centric personality
Estimated from 10% to 25%
Western US or Canada in MST or PST preferred
Base salaries for employees based in other locations are competitive for the employee's home location.
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
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 applicationassistance@sailpoint.com 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.