saviynt - Senior Customer Success Manager
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Requirements
• Demonstrated knowledge and practical experience in Identity and Access Management (IAM) is important; a background in cybersecurity and/or compliance is highly valued. • A proactive and solution-oriented "can-do” attitude is crucial. • Previous experience in a Customer Success or Application Portfolio Management role within a SaaS organization is highly desirable. • Hands-on knowledge and practical experience in the Identity and Access Management (IAM) and broader Security space. • Strong understanding of cloud architecture as well as on-premise IT landscapes and their integration with cloud services. • Extensive experience in consulting and the implementation of IT systems, preferably cloud services and/or identity management solutions. • Knowledge of relevant security and compliance requirements and frameworks. • Willingness to be a hands-on contributor, actively engaging in problem-solving and customer support. • Excellent communication skills, including the ability to effectively track issues, manage triage processes, and navigate crisis situations. • A strong team player mentality with a collaborative approach to problem-solving and customer success. • Experience in Process Improvement methodologies, effective Decision Making, adept at Managing Processes, strong Planning abilities, skilled at Analysing Information, experience Developing Standards, and a commitment to Service Excellence. • Proactive mindset with a strong ability to anticipate potential challenges. • Willingness to travel up to 20% as required to engage with customers on-site
Responsibilities
• . Serve as the primary point of contact and advocate for assigned customers. • Collaborate with the Sales team to ensure a seamless and customer-focused sales, orientation, and launch engagement process. • Cultivate strong relationships with customer stakeholders, up to the C-level executives. • Develop a deep understanding of each customer’s identity and access governance landscape and their unique business challenges, providing expert advice on potential solutions leveraging the Saviynt product suite. • Build and maintain trusting relationships with customers and executive sponsors to drive product adoption and ensure they achieve full business value from their Saviynt investment. • Partner effectively with internal Saviynt teams, including Product Development and Support, to align product roadmaps and support activities with the customer's business case and strategic objectives. • Represent the voice of the customer in internal prioritization processes, advocating for their needs and ensuring their perspective is considered. • Proactively prepare for critical customer events such as go-lives and product releases, ensuring smooth transitions and minimizing potential disruptions. • Develop and maintain comprehensive success plans for each customer within your portfolio, outlining key objectives and strategies for achieving them. • Develop and diligently monitor key performance indicators (KPIs) related to customer success, conducting regular business reviews to identify necessary corrective actions and ensure progress towards goals. • Monitor and analyze customer utilization trends, providing proactive recommendations based on identified risks and the evolving needs of our customers. • Plan and deliver educational initiatives for customers on new product features and releases, maximizing their understanding and adoption of new capabilities. • Aware of the renewal pipeline for your assigned customers, identifying and mitigating potential at-risk accounts to ensure successful and timely renewals. • Contribute to transformation and process improvement initiatives across the organization, enhancing efficiency and effectiveness in our customer engagement strategies. • Complete security & privacy literacy and awareness training during onboarding and annually thereafter • Review (initially and annually thereafter), understand, and adhere to Information Security/Privacy Policies and Procedures such as (but not limited to):
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