Engagement Manager, Professional Services

WhySailPoint?
Love what you do. And love where you do it. Smart people, fun culture, innovative work, beautiful offices - 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, we want you to join our team.
SailPoint empowers the largest, most complex organizations by putting identity at the Center of Security and IT. Our 2,000+ customers include global financial institutions, government entities, and pharmaceutical organizations and more.
Who You Are:
Professional Services Engagement Managers are self-directed, highly motivated, and experienced leaders that thrive when overseeing and building a services 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 need 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. By leveraging your extensive experience and motivation for success, you enjoy identifying growth areas, evaluating best practices, and presenting solutions to everyday problems.
What You'll Do:
This position is with the SailPoint Professional Services Pune team, a part of our global Professional Services organization, and is responsible for internal and external customer satisfaction via oversight of a team of ES professionals and working closely with customers and other Engagement Managers to ensure satisfaction. As an Engagement Manager you will support your customer's journey by managing the strategic accounts to deliver SailPoint's solutions. You will combine your management experience with our world-class product and process training to gain a deep understanding of our SaaS and/or Software delivery practices. Within the first two months, you will begin to understand your responsibilities by working with tenured management to shadow projects and sales efforts to begin taking accountability for the client experience on projects you are assigned to while developing a relationship with your peers and employees. At the end of the first six months, you will be responsible for engagement scoping, client communication, internal team management, escalation support, and overall service delivery for your portfolio. At the end of your first year, you will combine the skills you have acquired to oversee your team who managers the full scope of customer engagements, and you will demonstrate that you are a trusted advisors to customers, peers, and leaders to your team members, responsible for ensuring their professional growth and helping them set and achieve their goals.
Responsibilities:

• Ensure that services are provided, implemented correctly, and billed in a timely and accurate manner

• Partner cross-functionally during the sales process, own the services portions of deals, including presentations, RFP responses, and proposal/SOW generation

• Interact with sales reps and sales leadership during the pre-sales and post-sales (delivery) phases

• Serve as the senior point of contact for client escalations

• Oversee the financials of your team's projects, with a focus on profitability and productivity to ensure long term client success

• Provide project management duties on occasion for customer engagements as needed.

• Provide strategic updates on client performance to SailPoint Senior Management. Providing regular status updates to account teams and Sales Managers

• Work closely with Customer Success Managers to establish and maintain customer satisfaction throughout the entirety of a customer implementation

• Identify new opportunities for expanding SailPoint solutions and services footprint to maximize client success and SailPoint revenue growth

• Take responsibility for the management of the team, including participation in staffing decisions, utilization management, performance reviews, and career development support

• Assist direct reports in career development by providing regular feedback, coaching and guidance on personal development

• Coach project team members on project performance and development areas

• Participate in recruiting and employee development activities to ensure a balanced team with the right set of skills

Requirements:

• 10+ years of professional experience at a Software, SaaS, or consulting company

• 3+ years of project management experience

• 3+ years of people management experience
• Experience with responding to RFP, RFQ and writing custom proposals for customer program requirements as part of services sales cycle
• Extensive experience working with Sales to scope services projects for enterprise software
• Experience owning and maintaining customer accounts for services delivery

• Exceptional mentorship and leadership skills with a passion for continuous improvement

• Experience with project management duties (project planning, budget, scope, schedule, stakeholder, and risk management)

• Exceptional communication skills and extensive experience working with clients and partners

• Outstanding organizational and multi-tasking abilities

Travel: This position requires up to 20% travel
Education: Bachelor's degree or equivalent work experience.
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.