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.
  Job Overview: The Customer Onboarding Manager (COM) for the EMEA region 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 with SailPoint's products and services. This role is about client satisfaction and is not a quota-carrying sales position.
  Applicant MUST be fluent in German/English. Having additional Italian and/or Spanish is a bonus. We are looking for a candidate who can work with multiple regions/languages.
  Responsibilities:
  Conduct onboarding presentations with internal and customer stakeholders, including executive teams.
  
  • Manage projects by ensuring customers hit their key dates and deliverables during onboarding.

  
  

  • Accelerate and monitor Time to Value and success metrics for ROI.

  
  

  • Create success plans and roadmaps with customers, advising on Identity Governance business needs and success metrics.

  
  

  • Understand and document the customer's reason for purchase and clearly communicate SailPoint's value in the late sale stages and during the onboarding phase of the customer journey.

  
  

  • Drive early adoption by involving customers in SailPoint community events and reference programs.

  
  Customer Engagement:
  

  • Maintain and manage internal stakeholders to foster a cohesive and compelling customer experience.

  
  

  • Understand customer business drivers and advocate for their business use cases internally in product development.

  
  

  • Deliver engaging enablement on SailPoint resources such as training, working with Support, and utilizing Compass.

  
  

  • Build lasting relationships with our Sales, Services, Product, and Support teams to ensure alignment and a better customer experience.

  
  Process Improvement:
  

  • Contribute to the design and improvement of internal processes to enhance efficiency and customer experience during onboarding.

  
  

  • Take ownership of projects to improve processes in an ever-changing environment.

  
  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).

  
  

  • Strong consulting skills with the ability to gather and analyze information to produce strategic insights into clients' organizational and technical challenges.

  
  

  • Ability to communicate technical details to a non-technical audience and foster credibility with a technical audience.

  
  

  • Ability to set and communicate expectations and skill in mediating and resolving problems.

  
  

  • Highly organized with the ability to prioritize and process a number of tasks concurrently.

  
  

  • Ability to build lasting relationships based on trust.

  
  

  • Takes ownership of customer issues and drives them to resolution.

  
  

  • Self-motivated, strong work ethic, creative, and customer-centric personality.

  
  

  • Remote candidates within the EMEA region are prioritized.

  
  

  • Travel is estimated at 10% within the EMEA region.

  
  Onboarding Milestones:
  Within 1 month:
  

  • Complete corporate onboarding and a 2-week RevOrg training course.

  
  

  • Get set up with applications and be assigned a buddy.

  
  

  • Engage in one-on-one calls with team members, soaking up information from Slack channels and other sources.

  
  Within 3 months:
  

  • Receive your first customer around 2-3 months, either an existing customer or onboarding a new one.

  
  

  • Handle 3-5 clients, deliver onboarding presentations, and build your knowledge base and customer relationships.

  
  

  • Have your direct manager shadow calls to ensure seamless communication with clients.

  
  Within 1 year:
  

  • Manage a full book of business and have high-level strategic conversations with your customers about their identity program.

  
  

  • Improve processes and take ownership of related projects.

  
  

  • Build relationships with the Sales, Services, Product, and Support teams to ensure alignment and better customer experiences.

  
  

  • Anticipate busier periods at the end of each quarter as new customers are added to your book of business.

  
  SailPoint is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment

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.