Identity Security - Sr. Customer Success Manager - West

WHAT YOU WILL BE DOING

• Serve as the primary point of contact for customers after implementation.
• Manage the subscription renewal pipeline and maintain cognizance of customer health in order to proactively eliminate barriers to adoption and value.
• Participate with the Sales team to provide a strong customer-focused sales, orientation, and launch engagement process.
• Develop a deep, trusting relationship with customer key personnel and larger teams to seek and develop up-sell / cross-sell opportunities.
• Coordinate and conduct meetings between customers and Saviynt cross-functional teams to solve problems and advance customer adoption; ensure post-meeting follow-ups and action-item completion.
• Monitor and identify product utilization trends, providing feedback to Saviynt cross-functional teams to support continuous improvement -- finding ways to better support customer use cases and corporate identity strategies.
• Communicate with implementation Partners supporting Saviynt customers and seek opportunities to improve outcomes and relationships in the context of customer adoption.
• Plan education for customers on new features and releases.
• Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.

WHAT YOU BRING

• Knowledge and experience in Identity and Access Management (IAM) required; cybersecurity and/or compliance background also very valuable.
• Strong knowledge of cloud, hybrid, and on-premise IT architectures and deployment models.
• History of being able to understand technical and complex software environments and bridge the gap in terms of communicating those concepts in language meaningful to the business; similarly, being able to translate business needs to potential technical solutions.
• Extensive experience in customer success management/account management for complex software implementations with Fortune 500 / Global 1000 companies across a variety of industries.
• Tenacious desire to see customers succeed and thrive.
• Previous experience within a customer success role within a SaaS organization.
• Demonstrated ability to manage customer relationships and work through potentially difficult challenges to achieve positive outcomes.
• Cheerful willingness to be a hands-on contributor and stay detail-focused while maintaining an outcome-based perspective.
• Experience in process improvement, decision-making, planning, analysis, and service excellence.
• Available to customer sites, as needed (up to 50%)