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Customer Success Manager

| Austin

The Customer Success Manager is responsible for customer retention and satisfaction, building and managing business relationships between SailPoint and assigned customer accounts.    This role serves as a customer advocate for many accounts by helping our customers achieve success through the use of SailPoint’s product and services.  This role is all about customer 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.

Description:
 

  • Manage the business relationship between SailPoint and assigned customer accounts; responsible for overall customer retention and satisfaction
  • Maintain high renewal levels
  • Provide coaching and advice to customers on the use of SailPoint’s solutions for identity management including recommendations of how SailPoint solutions solves those problems and 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 customers’ ongoing use and/or satisfaction with SailPoint’s products and services
  • Provide updates on customers’ 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 customer success and SailPoint revenue growth

 

 

Requirements:
 

  • Bachelor’s degree or equivalent work experience, preferred
  • Strong customer facing skills (executive presence, writing skills, phone skills).  Demonstrates a highly professional demeanor
  • 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

 

Travel:
                             

  • Estimated <10%
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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • SqlLanguages
    • Twitter BootstrapLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • MySQLDatabases
    • RedisDatabases

Location

11120 Four Points Drive, Austin, TX 78726

What are SailPoint Perks + Benefits

SailPoint Benefits Overview

Experience a Small-company Atmosphere with Big-company Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Diversity
Documented equal pay policy
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Acme co. sponsors family oriented events Semi-annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Acme Co. hosts company outings Annually.
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Professional Development Benefits
Lunch and learns
Acme Co. hosts lunch and learn meetings once per month.
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