The Digital Customer Success Manager is a key part of SailPoint's CSM team. This individual is responsible for monitoring and responding to questions from customers, partners and internal teams using a ticketing system, as well as focusing on at risk engagements and taking action to bring them back to good health. This role is all about client satisfaction and is not a quota carrying sales position.
Description: • Provide guidance to (customers, partners and internal teams) related to SailPoint's products, services and internal processes.• Research a variety of product/process/services related documentation and formulate clear answers that offer clarity & help remove roadblocks.• Capture account updates related to the customer tickets being answered.• Own temporary account assignments for at risk clients needing additional care.• Help validate and update account renewal commitments.• Participate in campaigns to uncover account status updates and follow up on responses.• Travel: Estimated travel from 10% to 15%.
Within the first month:
You will be trained on internal SailPoint processes and products and join other CSMs on customer calls. Within 4-7 weeks, you will have customer introductions as the point of contact and familiarize yourself with different departments like support, product management, development, and sales on behalf of the customer. You will have demonstrated responsiveness and accountability to customers.
Within 3 months:
You will have received 1/3 or more of your book of business and have guided customers towards identity objectives through recurring touch point meetings. You will have gathered a high-level understanding of the product portfolio, the value proposition, and how customers are using products.
Within 1 year:
You will have successfully received your entire book of business and all accounts while identifying referenceable customers.
About you:• You have an authentic desire to help customers, enjoy working in a fast-paced environment, and thrive in a first come / first serve ticketing system.• You have 1-3 years of experience in a corporate setting and customer-facing role.• You enjoy learning technical concepts and pride yourself on well crafted, written communication that simplifies the complex.• You are process driven and enjoy building and maintaining a knowledge base of frequently asked questions & answers across a wide variety of topics.• You set proper expectations; and can effectively mediate and resolve problems.• You have a strong sense of ownership and are exceptional at following through on tasks.• You are naturally motivated to improve inefficiencies and like collaborating with co-workers to build better processes.• You know how to get the job done while making work fun for yourself and your co-workers!
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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.