Infrastructure Architect leading IT solutions at ABB. Ensuring technology alignment, design, and support for multiple domains.
About the role
- Customer Success Manager managing customer loyalty and adoption of Saviynt services and products. Driving success and providing customer advisory based on their business objectives.
Responsibilities
- Serve as the primary point of contact for customers.
- Participate with the Sales team to provide a strong customer-focused sales, orientation, and launch engagement process.
- Develop excellent relationship up to customer’s C-level executives.
- Develop a deep understanding of customer’s identity and access governance landscape and business challenges and advise on possible solutions delivered by the Saviynt product.
- Develop trusting relationship with customers and executive sponsors to drive product adoption and ensure they achieve full business value.
- Partner with internal Saviynt teams to align product development and support activities with the customer's business case and strategy.
- Represent the customer in internal prioritization process.
- Proactive preparation for important events (go-lives, releases, etc..)
- Develop and maintain an accurate account plan / success plan for each customer in the portfolio.
- Develop and monitor key performance indicators and review monthly for necessary corrective actions.
- Monitor and identify utilization trends, provide recommendations based on risk and customers’ needs.
- Plan education for customers on new features and releases.
- Manage renewal pipeline including potential at-risk customers to remediate and ensure a successful renewal.
- Assist with the management of delivery projects.
- Assist with transformation and process improvements across the organization.
- Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.
Requirements
- Knowledge and experience in Identity and Access Management (IAM) required; cybersecurity and/or compliance background also very valuable.
- Must be fluent in English and French
- Identity Security practitioner preferred
- Have a can-do attitude.
- Previous experience within a customer success OR application portfolio management role within a SaaS organization.
- Hands – on knowledge and experience in Identity and Access Management (IAM) and Security space.
- Strong knowledge of cloud architecture as well as on - premise IT landscape.
- Extensive experience in consulting and implementation of IT systems preferably cloud service and/or identity management.
- Knowledge of security and compliance requirements.
- Willingness to be a hands-on contributor. Excellent communication skills, including issue tracking, triaging, and crisis management.
- Team player.
- Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analysing Information, Developing Standards, Service Excellence
- Proactivity, have a very strong what-could-go-wrong and how-to-avoid-it mindset.
- Available to travel up to 20%.
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