Technical Account Manager

The SailPoint Technical Account Manager (TAM) provides elite customer service to key customers, leveraging deep product knowledge and understanding of customer deployments to solve problems and offer proactive guidance. This senior role supports a small set of customers, orchestrates assistance from various internal teams, and mentors junior support members, ensuring maximum value and loyalty from SailPoint products and services.

Must Have

• Serves as main point of contact for technical support issues.
• Works closely with the Designated Senior Support team focused on customer’s tickets.
• Leads escalation responses.
• Drives elimination of any customer or internal bottlenecks impeding problem resolution.
• Provides proactive guidance and encourage adoption and assist in deployment of new product releases.
• Manages the status and internal/external communication of Support tickets.
• Collaborates with support management to orchestrate support response beyond the TAMs direct capability.
• Conducts regular reviews of service delivery quality, industry threat assessments and solicits feedback on service delivery.
• Works closely with Customer Success Managers to ensure SailPoint post-sales experience exceeds customer’s needs.
• 5+ years' software support experience to include customer-facing technical support.
• Proven track record of seeking, learning, and effectively applying technical information.
• Ability to provide rigorous and detailed descriptions of problems and features to product developers and managers.
• Experience with Database Administration (Oracle, Sybase, MSSQL, MySQL).
• Experience on both Windows and Unix (Linux, Sun, HP, AIX) platforms.
• Experience with XML, SQL and a J2EE / Java EE 5 Application Server such as Tomcat, WebSphere, or WebLogic.
• Familiarity with programming and web technologies such as Java/BeanShell, JavaScript, SPML/SOAP, JSF, and Log4j.
• Excellent written and verbal communication skills.
• Proven ability to listen and empathize with the customer’s situation.
• An understanding of when to employ different interpersonal interaction techniques.
• BA/BS or equivalent experience.

Good to Have

• Familiarity with identity management provisioning systems (Sun, Oracle, IBM, Novell).
• CS or Engineering degree.

Perks & Benefits

• Health and wellness coverage: Medical, dental, and vision insurance
• Disability coverage: Short-term and long-term disability
• Life protection: Life insurance and Accidental Death & Dismemberment (AD&D)
• Additional life coverage options: Supplemental life insurance for employees, spouses, and children
• Flexible spending accounts for health care, and dependent care; limited purpose flexible spending account
• Financial security: 401(k) Savings and Investment Plan with company matching
• Time off benefits: Flexible vacation policy
• Holidays: 8 paid holidays annually
• Sick leave
• Parental support: Paid parental leave
• Employee Assistance Program (EAP) and Care Counselors
• Voluntary benefits: Legal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance options
• Health Savings Account (HSA) with employer contribution

The SailPoint customer success team champions helping our customers get maximum value out of any SailPoint products or services, so the business gets maximum lifetime value and loyalty from the customer.

The SailPoint Technical Account Manager (TAM) provides the best possible customer service to the company’s most important customers. They bring deep knowledge of SailPoint’s products, related technologies, and their customers’ deployments to solve problems quickly and provide proactive guidance. The TAM is an elite role in SailPoint’s customer support organization, with advanced technical, problem solving, account management, and customer interaction skills. To that end, TAMs support a small set of customers, typically 4 to 6. This senior role has wide discretion to act in the best interest of their customers and orchestrating assistance from any other technical support, professional services, sales, or engineering organizations. As the senior members of the customer support organization, TAMs also mentor the more junior members of the Technical Support team and help them develop their technical and customer interaction skills.

Role

• Serves as main point of contact for technical support issues.
• Works closely with the Designated Senior Support team focused on customer’s tickets.
• Leads escalation responses.
• Drives elimination of any customer or internal bottlenecks impeding problem resolution.
• Provides proactive guidance and encourage adoption and assist in deployment of new product releases.
• Manages the status and internal/external communication of Support tickets
• Collaborates with support management to orchestrate support response beyond the TAMs direct capability.
• Conducts regular reviews of service delivery quality, industry threat assessments and solicits feedback on service delivery.
• Works closely with Customer Success Managers to ensure SailPoint post-sales experience exceeds customer’s needs.

Requirements

• 5+ years' software support experience to include customer-facing technical support - preferably in enterprise security software product companies.
• Proven track record of seeking, learning, and effectively applying technical information available from various sources, including documentation, online sources, practical testing and experimentation, and the knowledge of other technical professionals.
• Ability to provide rigorous and detailed descriptions of problems and features to product developers and managers, and to update descriptions, status, and information in a well-organized manner. Experience with Database Administration (Oracle, Sybase, MSSQL, MySQL).
• Experience on both Windows and Unix (Linux, Sun, HP, AIX) platforms.
• Experience with XML, SQL and a J2EE / Java EE 5 Application Server such as Tomcat, WebSphere, or WebLogic.
• Familiarity with programming and web technologies such as Java/BeanShell, JavaScript, SPML/SOAP, JSF, and Log4j.
• Familiarity with identity management provisioning systems (Sun, Oracle, IBM, Novell) a plus.
• Excellent written and verbal communication skills. Proven ability to listen and empathize with the customer’s situation. An understanding of when to employ different interpersonal interaction techniques depending on the situation.

Education:

• BA/BS or equivalent experience.
• CS or Engineering degree a plus.

Travel:

• Position is based in Austin, TX

Benefits and Compensation listed vary based on the location of your employment and the nature of your employment with SailPoint.

As a part of the total compensation package, this role may be eligible for the SailPoint Corporate Bonus Plan or a role-specific commission, along with potential eligibility for equity participation. SailPoint maintains broad salary ranges for its roles to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect SailPoint’s differing products, industries, and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity. We estimate the base salary, for US-based employees, will be in this range from (min-mid-max, USD):

$97,500 - $139,300 - $181,100

Base salaries for employees based in other locations are competitive for the employee’s home location.

Benefits Overview

1. Health and wellness coverage: Medical, dental, and vision insurance

2. Disability coverage: Short-term and long-term disability

3. Life protection: Life insurance and Accidental Death & Dismemberment (AD&D)

4. Additional life coverage options: Supplemental life insurance for employees, spouses, and children

5. Flexible spending accounts for health care, and dependent care; limited purpose flexible spending account

6. Financial security: 401(k) Savings and Investment Plan with company matching

7. Time off benefits: Flexible vacation policy

8. Holidays: 8 paid holidays annually

9. Sick leave

10. Parental support: Paid parental leave

11. Employee Assistance Program (EAP) and Care Counselors

12. Voluntary benefits: Legal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance options

13. Health Savings Account (HSA) with employer contribution

SailPoint 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 SailPoint.

About Us

SailPoint 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 SailPoint 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.

Equal Employment Opportunity Policy Statement

The employment policy of SailPoint is to provide equal opportunity to all persons, and it is SailPoint’s policy to take affirmative action to employ and advance in employment protected veterans and individuals with disabilities.

It is SailPoint’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. SailPoint does not discriminate on the basis of national origin or citizenship status as provided under the Immigration Reform and Control Act of 1986.

Employees and applicants shall not be subjected to harassment, intimidation, threats, coercion, or discrimination because they have engaged in or may engage in any of the following activities:

• Filing a complaint;
• Assisting or participating in an investigation, compliance evaluation, hearing, or any other activity related to the administration of the affirmative action provisions of Section 503, VEVRAA, or any other Federal, State or local law requiring equal opportunity for individuals with disabilities or protected veterans;
• Opposing any act or practice made unlawful by Section 503, VEVRAA, or their implementing regulations in this part, or any other Federal, State or local law requiring equal opportunity for individuals with disabilities or protected veterans; or
• Exercising any other right protected by section 503, VEVRAA or their implementing regulations.

SailPoint will also provide reasonable accommodation to known physical or mental limitations of an otherwise qualified employee or applicant for employment, unless the accommodation would impose undue hardship on the operation of our business.

SailPoint’s affirmative action program contains an audit and reporting system which enables us to measure the effectiveness of our program, indicate any need for remedial action, determine the degree to which our objectives have been attained, determine whether protected veterans and individuals with disabilities had had the opportunity to participate in company-sponsored activities, measure our compliance with the program’s specific obligations, and document actions taken to comply with these obligations.