The SailPoint Customer Success Team is dedicated to ensuring that our customers derive the utmost value from SailPoint products and services, thereby maximizing the business's lifetime value and customer loyalty.
The Customer Success Manager is tasked with ensuring overall client satisfaction and maintaining strong references, fostering and managing long-term business relationships between SailPoint and designated client accounts. This role acts as a customer advocate and business consultant for multiple accounts, aiding clients in achieving success through SailPoint products and services. Focused on client satisfaction, this role does not involve sales quotas.
Position Overview:
As a Customer Success Manager, you will be instrumental in guiding clients on the optimal use of SailPoint's identity management solutions. Your primary focus will be to understand client challenges, offer strategic recommendations, and ensure the effective implementation of our products to meet their needs. You will also share best practices and closely monitor client accounts to drive satisfaction and success.
Key Responsibilities:
Client Guidance: Advise clients on leveraging SailPoint's identity management solutions to address their organizational challenges. Provide tailored recommendations based on a deep understanding of our products.
Account Monitoring: Track and analyze changes in product usage, client personnel, goals, financial conditions, and competitor activity. Develop and maintain Customer Success Plans to achieve agreed outcomes and enhance client satisfaction.
Strategic Reporting: Deliver regular performance updates on clients to senior management. Collaborate with teams across Product Management, Support, and Renewals Management to monitor product adoption and mitigate risks.
Opportunity Identification: Discover new opportunities to expand the use of SailPoint's products and services, driving client success and increasing company revenue.
Contract Renewal: Ensure timely renewal of maintenance contracts.
Must be fluent in written and spoken French. Dutch is desirable but not essential
Qualifications:
Education: Bachelor’s degree or equivalent work experience; a technical degree or master’s degree is a plus.
Customer Interaction: Strong skills in executive presence, writing, and phone communication. Exhibits a highly professional demeanor.
Consulting Expertise: Ability to gather and analyze information, providing strategic insights into clients’ organizational and technical challenges.
Technical Communication: Skilled at explaining technical details to non-technical audiences while maintaining credibility with technical stakeholders.
Expectation Management: Proficient in setting and communicating expectations, and skilled in mediating and resolving issues.
Organizational Skills: Highly organized with the ability to prioritize and manage multiple tasks concurrently.
Relationship Building: Demonstrates the ability to build lasting, trust-based relationships.
Issue Resolution: Takes ownership of customer issues and drives them to resolution.
Personal Attributes: Self-motivated, strong work ethic, creative, and customer-centric personality.
Travel Requirements: Willingness to travel 10% to 25% of the time.
Join our dynamic team to play a crucial role in ensuring the success and satisfaction of our clients through strategic insights and exceptional service.
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.