Customer Onboarding Manager

SailPoint is the leading Identity Governance Administration (IGA) product and the only multi-tenant SaaS solution on the market. By harnessing the power of AI and machine learning, SailPoint automates and streamlines the complexity of delivering the right access to the right identities and technology resources at the right time. Delivered at the scale our enterprise customers demand.
The Customer Onboarding Manager (COM) is responsible for onboarding new customers to SailPoint. This role serves as a customer advocate and business consultant for multiple accounts by helping our clients achieve success through the use of SailPoint's product and services. This role is all about client satisfaction and is not a quota carrying sales position.
Within 1 month:
You will complete our corporate onboarding and a 2-week RevOrg training course while getting set up with applications. You will be assigned a buddy and have one to one calls with other team members. Soaking up information from Slack channels and other sources and introductions to team members will be the main priority.
Within 3 months:
You will receive your first customer around 2-3 months, either an existing customer or onboarding a new customer. You'll work up to handling 3-5 clients and give the onboarding presentation while building your knowledge base and customers relationships. Your direct manager will shadow calls and ensure communication is seamless with clients for the first 6 months. You will keep learning and searching for answers from material, content, webinars, and your team.
Within 1 year:
You will be managing a full book of business by year 1 and be expected to have high-level strategic conversations with your customers about their identity program. You will be looking for ways to improve processes in an ever-changing environment and take ownership of those projects. You will have built relationships with our Sales team, Services team, Product and Support team to ensure alignment and a better customer experience. You can expect end of quarter to be a busier time than normal as new customers are added to your book of business.
Responsibilities:

• Project manage by ensuring customer is hitting their key dates and deliverables during deployment, accelerating and monitoring Time to Value and success metrics for ROI (BVA, Prescriptive Paths)
• Maintain and manage internal stakeholders in support of fostering a cohesive and compelling customer experience
• Understand customer's business drivers
• Effectively deliver engaging enablement on SailPoint resources such as training, working with Support, and utilizing Compass.
• Conduct onboarding presentation with internal and customer stakeholders
• Help drive early adoption by involving customer in SailPoint community events and reference program
• Advocate customer business use-cases internally to product development
• Understand and document customer's deployment project scope, integration requirements and stakeholder roles & hierarchy to ensure successful transitions to the Customer Success Manager (CSM) team after onboarding
• Contribute to the design and improvement of internal processes to enhance efficiency and customer experience during onboarding

Requirements:

• Bachelor's degree or equivalent work experience
• 3+ years' experience in a customer service, sales, account management or customer success role
• Strong customer facing skills (executive presence, writing skills, phone skills). Demonstrates a highly professional demeanor
• Strong consulting skills. Ability to gather and analyze information and produce strategic insights into clients' organizational and technical challenges
• Ability to communicate technical details to a non-technical audience. Ability to foster credibility with a technical audience
• Ability to set and communicate expectations; skill in mediating and resolving problems
• Must be highly organized and able to prioritize and process a number of tasks concurrently
• Ability to build lasting relationships based on trust
• Takes ownership of customer issues and drives to resolution
• Self-motivated, strong work ethic, creative, customer-centric personality

Location:
Prioritizing remote candidates in US time zones EST and CST
SailPoint 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.