Customer Success Manager

About Sail Point

Sail Point is the leader in Identity Security. Sail Point customers represent half of the Fortune 500 and half of the ASX 50. This customer strength provides us with a great community of customers, partners and analysts who trust Sail Point and our team to solve complex challenges. The Sail Point Customer Success team champions helping our customers get maximum value out of any Sail Point products or services, so the business gets maximum lifetime value and loyalty from the customer. We are recognised by Analysts such as Gartner, Forester and Kuppinger Cole as the leader in the market and we continue to push ourselves to define the market and provide innovative solutions to our customers. Organizations struggle to understand who has access to what applications and data and we help them answer these key questions. Identity security is the central control point for risk management for the enterprise. We are proud of our team and the culture we have built which has led to our employees voting us "best places to work" – 10 years in a row. Sail Point continues to grow globally and expanding our global presence creates opportunities for talented individuals to become a part of our awesome culture.

About the Role

The role of the CSM is to ensure customers get the maximum value and achieve their desired outcome(s) when using our products and services while having a great customer experience with Sail Point. It involves increasing retention, preventing churn, consulting, building loyalty, and expanding revenue. The CSM will act as a liaison to the various business units at Sail Point, monitor project milestones and provide visibility on key concerns. They also work closely with our partner community toward the common goal of successful customers. This role can be based in either Auckland or Wellington NZ.

Responsibilities

• Manage the business relationship between Sail Point and assigned client accounts; responsible for protecting and growing the revenue base of your portfolio
• Provide thought leadership to clients on best practices of Sail Point'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 the platform solves those problems.
• Monitor accounts for change in solution/product usage, personnel, goals, mission, financial conditions, competitor involvement and other areas that could influence the clients' ongoing use of Sail Point's products and services
• Create and implement customer success plans that outline business objectives, success metrics, potential challenges, tasks, owners and timelines.
• Act as the liaison for technical inquiries, issues or escalations. This will include working with Support, Engineering, Professional Services, Product Management and others as needed.
• Identify new opportunities for expanding Sail Point product/service usage to maximize client success and Sail Point revenue growth
• Identify renewal risk and collaborate with internal teams to remediate and ensure successful on-time renewal.

About You

• Strong customer facing skills (executive presence, writing skills, phone skills). Demonstrates a highly professional demeanour
• Strong consulting skills. Ability to gather and analyse information and produce strategic insights into organizational and technical challenges
• Ability to communicate technical details to a non-technical audience. Ability to foster credibility with both technical and executive audiences
• Ability to set and communicate expectations; skill in mediating and resolving problems
• Must be highly organized and able to prioritize and process several tasks concurrently
• Ability to build lasting relationships based on trust
• Takes ownership of customer issues and drives to resolution
• Self-motivated, proactive, strong work ethic, creative, customer-centric mindset
• Bachelor's degree or equivalent work experience (technical degree or master's degree a plus)

The Path to Success

Within the first 30 days:

• Sail Point Overview: Learn about the company's history, mission and core values
• Product / Service Offering: Learn the Sail Point pitch
• Meet the team: Introduce yourself to key stakeholders such as regional leaders, your team, AEs, marketing, channel, support, professional services, etc
• Mentorship: Meet your onboarding buddy and set up regular meetings & 1:1s with your manager
• Tools: Familiarize yourself with the tools provided, such as Salesforce, Gainsight, Tableau, Service Now, etc.

60 days:

• Enablement: Complete revenue org onboarding enablement, role specific enablement, Sail Point certifications, and all assigned compliance / security tasks
• Shadowing: Shadow CSMs on customer meetings
• Portfolio: Review your assigned customer portfolio, familiarise yourself with the customer success plans, conduct internal handovers with AEs/CSMs to understand each customer's objectives and opportunities

90 days:

• Customer Meetings: Conduct introduction sessions & schedule regular meetings with your customer base
• Renewals: Accurately forecast renewals, identify & mitigate risk, and work with Renewals Managers, AEs and Partners to close renewals on time
• Revenue Generation: Create opportunities for upsell/cross-sell based on customer utilisation and expanded use cases
• Customer Advocacy: Build customer champions through the Sail Point Admirals Program, case studies, and customer speaking opportunities for user groups
• Continuous Learning: Stay up to date on new information distributed to the team, product roadmaps, thought leadership and industry trends
• Feedback: Actively seek and incorporate feedback from peers, mentors and management

Equal Opportunity

Sail Point 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 applicationassistance@sailpoint.com 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 Sail Point.

Sail Point is a leading provider of identity security for the modern enterprise. Enterprise security starts and ends with identities and their access, yet the ability to manage and secure identities today has moved well beyond human capacity. Using a foundation of artificial intelligence and machine learning, the Sail Point Identity Security Platform delivers the right level of access to the right identities and resources at the right time—matching the scale, velocity, and environmental needs of today's cloud-oriented enterprise. Our intelligent, autonomous, and integrated solutions put identity security at the core of digital business operations, enabling even the most complex organizations across the globe to build a security foundation capable of defending against today's most pressing threats. The employment policy of Sail Point is to provide equal opportunity to all persons, and it is Sail Point's policy to take affirmative action to employ and advance in employment protected veterans and individuals with disabilities. It is Sail Point's policy to recruit, hire, train and promote qualified individuals in all job titles, and ensure that all other personnel actions are administered without regard to race, color, religion, national origin, sex, military and/or veteran status, disability, or other legally protected status, and we will ensure that all employment decisions are based only on valid job requirements.