Identity Security - Practice Manager - Customer Experience

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