The Customer Success Manager is responsible for overall client satisfaction and referencability, building and managing long-
term business relationships between SailPoint and assigned client accounts. 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.
This role is all about client satisfaction and is not a quota carrying sales position.
The SailPoint Customer Success Team is looking for a 1 : Many CSM who is energetic about having successful and happy customers.
SailPoint has a tremendous track record of being customer focused and maintains world-class satisfaction rates.
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 solves those problems.
Proactively share best practices;
Develop customer advocates who can provide references, use cases, and speak positively on SailPoint’s behalf
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
2+ years of relevant experience.
Ability to work between 12 noon to 9 pm IST.
CSM or CRM experience in the IT industry.
Travel : Estimated
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.