This position with the SailPoint Setup Services team, a part of our global Professional Services organization, is responsible for internal and external customer satisfaction via oversight and onboarding of new Saas Customers and working closely with fellow Engagement Managers. The primary focus is on customer onboarding, escalation management, project management, and process improvements along with a focus on communication internally, across departments, and with customers and partners.
Responsibilities:• Oversight of a team responsible for:• Management of the Setup Services opportunity funnel• Staffing and onboarding for new projects• Resource Forecasting• Day to day operations of the team• Ensure that services are provided, implemented correctly, and billed in a timely and accurate manner• Serve as point person for the client on Service Delivery issues / escalations and take accountability for remedying any service failures• Manage with a focus on profitability and productivity to ensure client satisfaction• Manage the business relationship between SailPoint and assigned client accounts• Provide strategic updates on clients' performance to SailPoint Senior Management. Provide regular status updates to account teams and Sales Managers
Requirements:• 5-7+ years of professional work experience as part of an enterprise software company or systems integrator. This should include 3+ years of Engagement Manager or Project Manager experience.• Customer onboarding and kickoff coordination• Experience developing and implementing process improvements.• Experience with commonly used Business Applications (Outlook, Salesforce, Workday, ServiceNow, etc.)• Excellent communication skills and extensive experience working with clients and partners• Experience with Project Management duties (project planning, resource management, scope, schedule and status, documentation)• Experience managing multiple projects• Previous experience working with a SaaS product is a plus• Familiarity with the following web technologies: XML, SPML/SOAP, Web and Application Servers, HTML.• Familiarity with Databases (Oracle, Sybase, MSSQL, MySQL).• Familiarity with Directories (LDAP, AD).• Familiarity with enterprise HR systems (SAP, PeopleSoft)• Experience with programming languages such as Java, .NET or C++ is a plus• Familiarity with identity management provisioning systems (Sun, Oracle, IBM, Novell)• Security software or internal IT audit experience a plus• Ability to travel 30-50%
Education: Bachelor's degree or equivalent work experience (Technical degree or Master's degree a plus
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.