[Hiring] Manager, Professional Services @SailPoint

Role Description

Professional Services 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.

As a Professional Services Manager (PSM) part of SailPoint’s PS team, you will support each customer’s journey by managing the strategic efforts required 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 month, 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.
• At the end of the three months, you will be responsible for engagement scoping, client communication, internal team management, escalation support, and overall service delivery for your portfolio.
• Upon completion of your first year, you will leverage your acquired skills to oversee your team and oversee the full scope of customer engagements. Concurrently, you will serve as a trusted advisor to customers, peers, and leaders, and you will be accountable for fostering your team members' professional growth and assisting them in setting and achieving 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.
• Work with the Resource Management Office (RMO) to mediate and prioritize staff resources to strategically align with the needs of the overall PS business.
• 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 Engagement Managers and 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.

Qualifications

• 7+ years of professional experience at a Software, SaaS, or consulting company.
• 3+ years of project management experience.
• 2+ years of people management experience.
• 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.
• Extensive experience working with Sales to scope services projects for enterprise software.

Travel

• This position requires up to 15% travel.

Education

• Bachelor’s degree or equivalent work experience.