Senior Customer Success Manager
Saviynt
full-time
Posted on:
Location Type: Hybrid
Location: Bengaluru • India
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Job Level
Tech Stack
About the role
- 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.
Requirements
- Bachelor's degree in computer science, engineering, or a related field
- Knowledge and experience in Identity and Access Management (IAM) valuable 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.
- 8+ yrs of experience in customer facing roles including: customer success management/account management, Professional Services for complex software implementations with companies across a variety of industries.
- Tenacious desire to see customers succeed and thrive.
- Previous experience within a fast paced, growing 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 via Zoom during North America (pacific) hours
Benefits
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Applicant Tracking System Keywords
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Hard Skills & Tools
Identity and Access Management (IAM)cloud IT architecturehybrid IT architectureon-premise IT architecturecybersecuritycompliancesoftware implementationprocess improvementdata analysisservice excellence
Soft Skills
customer success managementrelationship managementcommunicationproblem-solvingplanningdecision-makingattention to detailoutcome-based perspectivetenacitycollaboration
Certifications
Bachelor's degree in computer scienceBachelor's degree in engineering