At a Glance
- Tasks: Manage client relationships and ensure they achieve success with SailPoint's products.
- Company: Join a leading tech company focused on customer success and innovation.
- Benefits: Competitive salary, professional development, and a supportive work environment.
- Other info: Great opportunity for growth in a dynamic and inclusive workplace.
- Why this job: Make a real impact by helping clients thrive with cutting-edge identity solutions.
- Qualifications: Fluent in German and English, strong consulting skills, and a customer-centric mindset.
The predicted salary is between 50000 - 65000 £ per year.
Must be fluent in German and English. Additional languages an advantage.
The SailPoint customer success team takes responsibility for our customer journey and value realised from our platform, striving for positive business results for our customers and continued loyalty for SailPoint. Due to continued growth in our business, we have a new opening for a Customer Success Manager (CSM) in the UK!
A CSM is responsible for overall client retention and advocacy, building and sustaining long-term business relationships between SailPoint and assigned client accounts. This role serves as an advisor and business consultant for multiple accounts by helping our clients achieve success through the use of SailPoint’s product and services.
This role is all about ensuring tangible value realisation through verified outcome delivery, and is not a quota carrying sales position, representing a great opportunity for the right candidate to join our business and grow as a professional in line with our wider strategy.
Description:- Manage a successful business relationship between SailPoint and assigned client accounts; benchmarked on the achievement of a fixed number of Verified Outcomes and Retention.
- Compile clear, time-boxed plans/engagement models to ensure delivery of a successful identity security program over time.
- Monitor accounts for change in solution/product usage, personnel, goals, mission, financial conditions, competitor involvement and other areas that could have an effect on the clients’ ongoing use and/or satisfaction with SailPoint’s products and services.
- Provide coaching and advice to clients on the use of SailPoint’s solutions for identity management, compliance, role management, and access request management; develop insights into the challenges faced by client organisations and provide recommendations based on an in-depth understanding of how the SailPoint platform solves those problems.
- Interfacing with delivery partners on project statuses, compiling mutual plans in advancement.
- Provide strategic updates on clients’ performance to SailPoint Senior Management, plus additional functions.
- Identify new opportunities for expanding SailPoint product/service usage to maximise client success and SailPoint revenue growth.
- Ensure customer renewal and retention for SailPoint.
- Cultivate additional SailPoint Advocates within assigned customer base.
- Must be fluent in German and English. Additional languages an advantage.
- Bachelor’s degree or equivalent work experience.
- Strong customer facing skills, with a highly professional demeanour.
- Strong consulting skills. Ability to gather and analyse information and produce strategic insights into clients’ organisational and technical challenges.
- Ability to communicate technical details to a non-technical audience.
- Ability to set and communicate expectations, skill in mediation.
- Must be highly organised and able to define structure with multiple stakeholders.
- Ability to build lasting relationships based on trust.
- Takes ownership of challenges, aligning with necessary subject-matter expertise to mitigate.
- Self-motivated, strong work ethic, creative, customer-centric personality.
- Any experience in outcome/requirements formulation, or project management/delivery planning.
- Within the first 30 days: Learn about the company’s history, mission and core values; learn the SailPoint pitch; introduce yourself to key stakeholders such as regional leaders, your team, AEs, marketing, channel, support, professional services, etc.; meet your onboarding buddy and set up regular meetings & 1:1s with your manager; familiarise yourself with the tools provided, such as Salesforce, Gainsight, Tableau, ServiceNow, etc.
- 60 days: Complete revenue org onboarding enablement, role specific enablement, SailPoint certifications, and all assigned compliance/security tasks; shadow CSMs on customer meetings; review your assigned customer portfolio, familiarise yourself with the customer success plans, conduct internal handovers with AEs/CSMs to understand each customer’s objectives and opportunities; conduct introduction sessions & schedule regular meetings with your customer base.
- 90 days: Accurately forecast renewals, identify & mitigate risk, and work with Renewals Managers, AEs and Partners to close renewals on time; uncover opportunities for upsell/cross-sell based on customer utilisation and expanded use cases; build customer champions through the SailPoint Admirals Program, case studies, and customer speaking opportunities for user groups; stay up to date on new information distributed to the team, product roadmaps, thought leadership and industry trends; actively seek and incorporate feedback from peers, mentors and management.
Travel: Estimated from 10% to 25%.
SailPoint is an equal opportunity employer and we welcome all qualified candidates to apply to join our team. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by applicable law.
Customer Success Manager- German Speaker employer: SailPoint
SailPoint is an exceptional employer that fosters a dynamic work culture in Greater London, where innovation and collaboration thrive. Employees benefit from comprehensive growth opportunities, including training in cutting-edge digital sales techniques, while enjoying a supportive environment that values diversity and effective communication. Join us to be part of a team that is making a meaningful impact in the identity industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager- German Speaker
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SailPoint. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like SailPoint before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager- German Speaker
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to SailPoint:Your cover letter is your chance to shine! Tell us why you want to work at SailPoint specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at SailPoint!
How to prepare for a job interview at SailPoint
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
