Manager, Professional Services

Why SailPoint?

Love what you do. And love where you do it. Smart people, fun culture, innovative work, beautiful offices — oh, and everyone’s really nice. That’s what people say about SailPoint. We’re known as the company where everyone wants to work, and we have the awards to prove it. If you’re passionate about outsmarting cybercriminals and working at a company where you can truly have an impact, we want you to join our team.

SailPoint empowers the largest, most complex organizations by putting identity at the Center of Security and IT. Our 2,000+ customers include global financial institutions, government entities, and pharmaceutical organizations and more.

About the team Success Acceleration Services Packages (SASP):

We are a global dynamic, multicultural and multilingual team that thrives in a fast-paced, ever-evolving environment.

From technical experts to senior management, we collaborate closely to tackle any situation head-on with a “build the plane as we fly it” mindset. We’re goal-driven and solution-focused, turning every challenge into an opportunity while supporting and learning from one another.

Our team is passionate, curious and always ready to dive deep, bringing people together to help navigate and deliver results with professionalism and care. We work hard, move fast and continuously bring fresh ideas to the table, all while fostering a culture of growth, inclusion and mutual respect. We invest in our people, champion their careers and ensure our customers and business are always at the forefront.

If you’re proactive, eager to learn and ready to make a real impact, join us in shaping the future as part of this incredible worldwide operating team.

Who You Are:

Managers are self-directed, highly motivated, and experienced leaders who thrive when overseeing and building a team within the organization. You have significant experience building and maintaining professional relationships, and you are comfortable communicating with people at all organizational levels. You have exceptional leadership, communication, organizational, and problem-solving abilities that you use to balance customer, team and individual need while contributing to a positive work environment. You are an exceptional multitasker, able to meet and manage moving deadlines, gauge risks, and creatively resolve unexpected issues. By leveraging your extensive experience and motivation for success, you enjoy identifying growth areas, evaluating best practices, and presenting solutions to everyday problems.

What You’ll Do:

As a Manager, you will be in charge of managing the business responsible for a combination of services provided by a variety of groups at SailPoint to offer a white glove service to our customers. You will combine your management experience with our world-class product and process training to oversee a significant ARR revenue stream combining onboarding, education, implementation, maintenance, support, and community activities.

• Within the first two months, you will be expected to stand up the structure for a program that manages the team, deliverables, and metrics to run the business. Working with tenured management to understand the business and sales efforts, you will take accountability for the client experience on projects while developing a relationship with your peers.
• At the end of the first six months, you will be responsible for program metrics, internal team management, escalation support, and overall service delivery for your portfolio.
• At the end of your first year, you will combine the skills you have acquired to oversee your team, manage the full scope of customer success portfolio engagements, and demonstrate that you are a trusted advisor to customers, peers, and a leader to your team members, responsible for ensuring their professional growth and helping them set and achieve their goals.

Responsibilities:

• Work with leadership to streamline SASP offering, manage responsibilities for each team member and processes to ensure a smooth client experience
• Ensure that services are provided, implemented correctly, and recorded in a timely and accurate manner
• Partner cross-functionally during the sales process, own the program portions of deals, including presentations, RFP responses, and proposal/SOW generation where appropriate
• Interact with sales reps and sales leadership during the pre-sales and post-sales (delivery) phases
• Serve as the senior point of contact for client escalations
• Oversee the financials of the program, with a focus on profitability and productivity to ensure long term client success
• Work with the Resource Management Office (RMO) to mediate and prioritize staff resources to strategically align with the needs of the overall business
• Provide project management duties on occasion for customer engagements as needed
• Provide strategic updates on performance to SailPoint Senior Management. Provide regular status updates to account teams and Sales Managers
• Identify new opportunities for expanding SailPoint solutions and services footprint to maximize client success and SailPoint revenue growth
• Take responsibility for the management of the team, including participation in staffing decisions, utilization management, performance reviews, and career development support
• Assist direct reports in career development by providing regular feedback, coaching and guidance on personal development
• Coach Engagement Managers and project team members on project performance and development areas
• Participate in recruiting and employee development activities to ensure a balanced team with the right set of skills

Requirements:

• 7+ years of professional experience at a Software, SaaS, or consulting company
• 3+ years of people management experience
• 2+ years of project management experience
• Exceptional mentorship and leadership skills with a passion for continuous improvement
• Experience with project management duties (project planning, budget, scope, schedule, stakeholder, and risk management)
• Exceptional communication skills and extensive experience working with clients and partners
• Outstanding organizational and multi-tasking abilities

Education:

Bachelor’s degree or equivalent work experience (Technical degree or Master’s degree a plus)