Identity Security - Practice Manager - Customer Experience
Job Summary
Job Description
Saviynt is an identity authority platform designed to empower and protect the world at work. As an IAM Practice Manager focused on Customer Experience in Poland, you will manage accounts and provide high-level technical support to project teams and customers. Your role involves defining and overseeing the implementation of solutions, offering post-go-live support to grow the Saviynt platform, and assisting in pre-sales activities by analyzing requirements and developing service propositions. You will own all technical aspects of solution delivery, manage project execution, and ensure successful project outcomes for clients. This includes producing scoping documents, ROMs, and SOWs, managing budgets, and reporting on progress. You will also act as the primary point of escalation for project-related issues, conduct regular review meetings with customers, and identify opportunities for improved service and cost reduction. Additionally, you will manage ongoing customer support, arrange training, demonstrate products, and communicate the Saviynt vision and roadmap, while also driving up-sell and cross-sell opportunities. The role involves regional services resourcing and forecasting, managing timesheets, and supporting invoicing activities.
Must have:
- Knowledge and experience in Identity and Access Management (IAM)
- Cybersecurity and/or compliance background
- Hands-on experience in IAM and Security space
- Minimum 5+ years of relevant experience in Identity Governance and Administration
- Minimum 5+ years of experience leading project scoping, planning, and delivery
- Track record of delivering successful solution outcomes for clients
- Experience interfacing and communicating with clients and partners
- Experience managing multiple projects
- Experience with project planning, resource management, scope, schedule, and status documentation
Good to have:
- Familiarity with web technologies: XML, SPML/SOAP, Web and Application Servers
- Familiarity with HTML
- Familiarity with Databases (Oracle, Sybase, MSSQL, MySQL)
- Familiarity with Directories (LDAP, AD)
- Familiarity with enterprise HR systems (SAP, PeopleSoft)
- Familiarity with programming languages like Java, .NET, or C++
- Familiarity with identity management provisioning systems (Sun, Oracle, IBM, Novell)
- Familiarity with Security software or internal IT audit experience
Perks:
- Tremendous growth and learning opportunities
- Challenging yet rewarding work
- Welcoming and positive work environment
- Opportunity to work in a dynamic environment
12 skills required
Job Details
Saviynt is an identity authority platform built to power and protect the world at work. In a world of digital transformation, where organizations are faced with increasing cyber risk but cannot afford defensive measures to slow down progress, Saviynt’s Enterprise Identity Cloud gives customers unparalleled visibility, control and intelligence to better defend against threats while empowering users with right-time, right-level access to the digital technologies and tools they need to do their best work.
The IAM Practice Manager - Customer Experience will provide account management and high-level technical support to project teams and customers. They will define and oversee the inception and implementation of solutions as well as support post go-live to help support the Customer and grow the Saviynt platform.
WHAT YOU WILL BE DOING
- Provide technical support for customers to support pre-sales and post-sales processes.
- Assist in Pre-Sales activity helping analyzing prospects’ business and technical requirements and developing service propositions that meet those needs (RFP Professional Services estimates, Project Plans, ROM's, SOW’s).
- Owns all technical aspects of the solution and delivery of that solution (Execution of the SOW) communicating with customers and internal teams to explain products and implementation schedules.
- Produce Service implementation Scoping and ROM documents as well as Service implementation Contracts/SOW's for Saviynt solutions.
- Produce Service implementation estimates and plans to support implementation of Saviynt solutions.
- Oversee the successful delivery of Professional Services and respond to technical concerns and problems, ensuring smooth implementation and launch.
- Acts as Primary Point of escalation for project related issues - works with CPS, Engineering and Product Mgmt.
- Ensures successful delivery of projects, attending weekly Progress meetings with Customer/Partner, Document technical requirements, schedules and customer interactions.
- Hold regular review meetings with customers to discuss any issues or problems and provide reports to the other members of the account team.
- Monitor support requests to identify any recurring issues and may recommend changes to products.
- Analyse customers’ support requirements and identify areas where the Saviynt can offer improved service or reduce support costs.
- Managing the ongoing support of customers to ensure that they continue to make effective use of Saviynt products.
- Arrange and support training for customers’ users.
- Demonstrate products to customers and explain how the proposed product or solution meets customers’ needs.
- Identify the services and support customers to make effective and productive use of Saviynt products.
- Communicating the Saviynt vision and product roadmap
- Managing up-sell and cross-sell opportunities
- Driving expansion opportunities
- Assists with Services Resourcing and Forecasting at a Regional level
- Manage and approve Time sheets and support invoicing activities
- Coordinates with CSM
WHAT YOU BRING
- Knowledge and experience in Identity and Access Management (IAM) required; cybersecurity and/or compliance background also very valuable.
- Hands – on knowledge and experience in Identity and Access Management (IAM) and Security space.
- A minimum of 5+ years of of relevant experience in Identity Governance and Administration and/or Identity Access Management domain
- A minimum of 5+ in experience leading scoping, planning and delivery of projects and strong track record of delivering successful solution outcomes for clients
- Experience interfacing and communicating with clients and partners
- Experience in managing multiple projects
- Experience with project planning, resource management, scope, schedule and status, documentation.
- Familiarity with the following technologies a plus: web technologies: XML, SPML/SOAP, Web and Application Servers, HTML Databases (Oracle, Sybase, MSSQL, MySQL) Directories (LDAP, AD) enterprise HR systems (SAP, PeopleSoft) programming languages such as Java, .NET or C++ identity management provisioning systems (Sun, Oracle, IBM, Novell) Security software or internal IT audit experience
We are not accepting applications from candidates based outside of Poland
If required for this role, you will:
- 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):
> Data Classification, Retention & Handling Policy
> Incident Response Policy/Procedures
> Business Continuity/Disaster Recovery Policy/Procedures
> Mobile Device Policy
> Account Management Policy
> Access Control Policy
> Personnel Security Policy
> Privacy Policy
Saviynt is an amazing place to work. We are a high-growth, Platform as a Service company focused on Identity Authority to power and protect the world at work. You will experience tremendous growth and learning opportunities through challenging yet rewarding work which directly impacts our customers, all within a welcoming and positive work environment. If you're resilient and enjoy working in a dynamic environment you belong with us!
Saviynt 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.
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