Saviynt
Identity Security
IdentitySecurity-Sr.CustomerSuccessManager-West
Neural analysis suggests this role is
optimal for Senior candidates.
“Identity Security - Sr. Customer Success Manager - West at Saviynt. Skills: Customer Success Management, Identity and Access Management (IAM), SaaS, Fortune 500 / Global 1000 client management. Manage customer loyalty and adoption of Saviynt’s innovative products and services.. Drive value-based outcomes by providing customer categorization, oversight, adoption recommendations, opportunities for increased service, and metrics analysis.”
What You'll Achieve.
Greater customer happiness; Customer retention; Expansion of Saviynt’s business; Customer eager to recommend Saviynt to others; Proactively eliminate barriers to adoption and value; Advance customer goals; Support continuous improvement; Improve outcomes and relationships in the context of customer adoption
Industry & Context.
Work through potentially difficult challenges to achieve positive outcomes.; Solve problems and advance customer goals.
Available to customer sites, as needed (up to 50%), Complete security & privacy literacy and awareness training during onboarding and annually thereafter, Review (initially and annually thereafter), understand, and adhere to Information Security/Privacy Policies and Procedures
What They're Looking For.
Must Have
Extensive experience in customer success management/account management for complex software implementations with Fortune 500 / Global 1000 companies across a variety of industries., 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.
Nice to Have
Knowledge and experience in Identity and Access Management (IAM) cybersecurity and/or compliance background also very valuable., 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 similarly, being able to translate business needs to potential technical solutions., Tenacious desire to see customers succeed and thrive.
What You'll Do.
Manage customer loyalty and adoption of Saviynt’s innovative products and services.
Drive value-based outcomes by providing customer categorization
adoption recommendations
opportunities for increased service
and metrics analysis.
Perform routine health checks and coordinate any required remediation.
Serve as the primary point of contact for customers after implementation.
Manage the subscription renewal pipeline and maintain cognizance of customer health.
Participate with the Sales team to provide a customer-focused sales
and launch engagement process.
Coordinate and conduct meetings between customers and Saviynt cross-functional teams.
Monitor and identify product utilization trends
providing feedback to Saviynt cross-functional teams.
Communicate with implementation Partners supporting Saviynt customers.
Plan education for customers on new features and releases.
Act as the voice of the customer and collect feedback to drive continuous improvement.
How You'll Work.
Team & Collaboration
Participate with the Sales team.; Coordinate and conduct meetings between customers and Saviynt cross-functional teams.; Provide feedback to Saviynt cross-functional teams.; Communicate with implementation Partners supporting Saviynt customers.
Communication Scope
Communicating technical and complex software concepts in meaningful language.; Translating business needs to potential technical solutions.
Process & Methodology
planning
Full Job Description
## Description Saviynt's AI-powered identity platform manages and governs human and non-human access to all of an organization's applications, data, and business processes. Customers trust Saviynt to safeguard their digital assets, drive operational efficiency, and reduce compliance costs. Built for the AI age, Saviynt is today helping organizations safely accelerate their deployment and usage of AI. Saviynt is recognized as the leader in identity security, with solutions that protect and empower the world’s leading brands, Fortune 500 companies and government institutions. For more information, please visit www.saviynt.com. The Customer Success Manager (CSM) will manage customer loyalty and adoption of Saviynt’s innovative products and services using our customers’ business objectives and priorities as the foundation of the work they perform. The CSM will be responsible for driving value-based outcomes by providing customer categorization, oversight, adoption recommendations, opportunities for increased service, and metrics analysis. In addition, the CSM will perform routine health checks and coordinate any required remediation to ensure our customers stay on track towards their goals. Optimal performance of this role results in greater customer happiness, retention, and expansion of Saviynt’s business -- all tied to a customer who is eager to recommend Saviynt to others. ## 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 p
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