Customer Success Manager II
- Location
-
United Kingdom
Saviynt
Job Description
DUTIES AND RESPONSIBILITIES: ● Serve as the primary point of contact for customers.● Participate with the Sales team to provide a strong customer-focused sales, orientation, and launch engagement process.● Develop a deep, trusting relationship with customers and executive sponsors to drive product adoption and ensure they achieve full business value.● Partner with internal Saviynt teams to align product development and support activities with the customer's business case and strategy.● Represent the customer in internal prioritization process, initiate escalations to serve customer needs.● Ensure proper Incident Management and related communication to the customer.● Drive e2e issue remediation work when necessary, including regular communication to Saviynt and Customer stakeholders. ● Proactive preparation for important events (upgrades, updates, go-lives, releases, etc..) ● Develop a categorization scheme and categorize all of Saviynt’s customers.● Develop and monitor key performance indicators and review monthly for necessary corrective actions.● Monitor and identify utilization trends, provide recommendations based on risk and customers’ needs.● Lead Customer Advisory Board in addition to periodic customer health-checks.● Plan education for customers on new features and releases.● Manage renewal pipeline including potential at-risk customers to remediate and ensure a successful renewal.● Assist with the management of delivery projects.● Assist with transformation and process improvements across the organization.● Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.
QUALIFICATIONS/SKILLS: ● Fluent in English plus other languages would be useful● Have a can-do attitude.● Proactivity, have a very strong what-could-go-wrong and how-to-avoid-it mindset.● Previous experience within a customer success OR application portfolio management role within a SaaS organization.● Knowledge and experience in Identity and Access Management (IAM) and Security space.● Strong knowledge of cloud architecture as well as on-premise IT landscape.● Extensive experience in consulting and implementation of IT systems preferably cloud service and/or identity management.● Knowledge of security and compliance requirements.● Willingness to be a hands-on contributor. Excellent communication skills, including issue tracking, triaging, and crisis management.● Team player.● Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards, Service Excellence● Available to travel up to 10%.
Advice from our career coach
As a Customer Success Manager at Saviynt, the successful applicant must have a strong customer-focused mindset and be proactive in driving customer success. Here are some tips to stand out as an applicant:
- Fluency in English and additional languages can be advantageous
- Demonstrate a can-do attitude and a proactive approach to problem-solving
- Prior experience in customer success or application portfolio management in a SaaS company is valuable
- Expertise in Identity and Access Management (IAM) and Security space is essential
- Strong knowledge of cloud architecture and on-premise IT landscape is important
- Experience in consulting and implementing IT systems, especially cloud services and identity management, is beneficial
- Understanding of security and compliance requirements is crucial
- Excellent communication skills, including issue tracking and crisis management, are vital
- Demonstrate skills in Process Improvement, Decision Making, Managing Processes, Planning, and Analyzing Information
- Be a team player and willing to travel up to 10% of the time
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About the job
May 11, 2024
Full-time
-
United Kingdom
