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The SailPoint customer success team take responsibility for our customer journey and value realised from our platform, striving for positive business results for our customer and continued loyalty for SailPoint.
A CSM is responsible for overall client retention and advocacy, building and sustaining long-term business relationships between SailPoint and assigned client accounts. This role serves as an advisor 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 ensuring tangible value realisation through verified outcome delivery and is not a quota carrying sales position, representing a great opportunity for the right candidate to join our business and grow as a professional in line with our wider strategy.
Description:
Manage a successful business relationship between SailPoint and assigned client accounts, benchmarked on the achievement of a fixed number of Verified Outcomes and Retention goals
Compile clear, time-boxed plans/engagement models to ensure delivery of a successful identity security program over time
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 coaching and advice to clients on the use of SailPoint’s solutions for identity management, developing insights into the challenges faced by client organisations and provide recommendations based on an in-depth understanding of how the SailPoint platform solves those problems
Interfacing with delivery partners on project statuses, compiling mutual plans in advancement
Provide strategic updates on clients’ performance to SailPoint Senior Management, plus additional functions
Identify new opportunities for expanding SailPoint product/service usage to maximise client success and SailPoint revenue growth
Ensure customer renewal and retention for SailPoint
Cultivate additional SailPoint Advocates within assigned customer base
Requirements:
Bachelor’s degree or equivalent work experience
Strong customer facing skills, with a highly professional demeanour
Strong consulting skills. Ability to gather and analyze information and produce strategic insights into clients’ organisational and technical challenges
Ability to communicate technical details to a non-technical audience
Ability to set and communicate expectations, skill in mediation
Must be highly organised and able to define structure with multiple stakeholders
Ability to build lasting relationships based on trust
Takes ownership of challenges, aligning with necessary subject-matter expertise to mitigate
Self-motivated, strong work ethic, creative, customer-centric personality
Advantage: Any experience in outcome/requirements formulation, or project management/delivery planning
Travel:
Estimated from 10% to 25%
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.
SailPoint London, England Office
45-157 St John Street 2nd Floor, London, United Kingdom, EC1V 4PY
