SailPoint Technologies Holdings, Inc. | Manager, Technical Product Support and Services
hace 5 días
Manager, Technical Product Support and Services
Manager, Technical Product Support and ServicesApply locations: Remote (Mexico City, MX) | time type: Full time | posted on: Posted 2 Days Ago | job requisition id: R009608
About SailPoint:
SailPoint is the leader in identity security for the cloud enterprise. Our identity security solutions secure and enable thousands of companies worldwide, giving our customers unmatched visibility into the entirety of their digital workforce, ensuring workers have the right access to do their job – no more, no less.
Why SailPoint?
Love what you do. And love where you do it. Smart people, fun culture, innovative work, work/life balance — oh, and everyone’s really nice. That’s what people say about SailPoint. We’re known as the company where everyone wants to work, and we have the awards to prove it. If you’re passionate about outsmarting cybercriminals and working at a company where you can truly have an impact.
Who You Are:
A Technical Product Support and Services Manager is self-directed, highly motivated, and experienced leaders that thrive when overseeing and building a Support and Services oriented organization. You have significant experience building and maintaining professional relationships, and you are comfortable communicating with people at all organizational levels. You have exceptional leadership, communication, organizational, and problem-solving abilities that you use to balance customer, team, and individual needs while contributing to a positive work environment. You are an exceptional multitasker, able to meet and manage moving deadlines, gauge risks, and creatively resolve unexpected issues.
What You’ll Do:
This position is with the SailPoint Support and Services team in Mexico, as part of our global Support organization, and is responsible for internal and external customer satisfaction via oversight of a team of Support/ES professionals and working closely with customers and other Managers to ensure satisfaction.
Responsibilities:
- Manage the SailPoint support team to provide first-class post-sales support to SailPoint’s customers.
- Set clear objectives, evaluate progress, and instill a high-performance culture with focus on teamwork, service excellence, and ownership for resolving customer issues.
- Assist the Support Director and work with other regional Support Managers to plan for expected growth and meeting the needs of the business.
- Manage and improve standards and procedures within the team, where necessary.
- Manage the team and individual performance, technical and skills development.
- Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together.
- Review goals and team metrics and take appropriate action to ensure results are achieved.
- Promptly manage any case escalations from customers or Customer Success Managers with Support Engineers and set appropriate expectations with all parties.
- Manage and proactively improve the customer experience, from initial contact to final case resolution.
- Work with internal functions including Sales, Product Management, Engineering, and other Service functions.
Required (candidates must have this experience):
- 2+ years as a Customer Support Manager as part of a global team supporting enterprise-level customers.
- 7+ years experience working in a customer support or service organization.
- Track record of providing outstanding customer service with the ability to listen and empathize with the customer's situation.
- Excellent written and verbal communication skills.
- Excellent organizational skills and ability to meet deadlines.
Preferred (candidates may have experience in more than one of the following):
- Case Management Systems, preferably Salesforce, including admin experience and knowledge of the Salesforce/JIRA integration.
- Experience supporting Identity Management Software, such as IdentityIQ, or similar products from Sun, Oracle, NetIQ, IBM, RSA, or CA.
- Technical Support Engineer background.
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.
About UsSailPoint is a leading provider of identity security for the modern enterprise. Enterprise security starts and ends with identities and their access, yet the ability to manage and secure identities today has moved well beyond human capacity. Using a foundation of artificial intelligence and machine learning, the SailPoint Identity Security Platform delivers the right level of access to the right identities and resources at the right time—matching the scale, velocity, and environmental needs of today’s cloud-oriented enterprise.
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