IAM Practice Manager -Customer Experience - French Speaking

Saviynt; London; On-site; GBP 50,000 - 90,000

Job description

Saviynt is an identity authority platform built to power and protect the world at work. In a world of digital transformation, where organizations are faced with increasing cyber risk but cannot afford defensive measures to slow down progress, Saviynt’s Enterprise Identity Cloud gives customers unparalleled visibility, control and intelligence to better defend against threats while empowering users with right-time, right-level access to the digital technologies and tools they need to do their best work.

The IAM Practice Manager - Customer Experience will manage customer loyalty and adoption of Saviynt’s innovative services and products using our customers’ business objectives and priorities as the key driver. The IAM Practice Manager - Customer Experience will be responsible for driving customer success by providing customer advisory, adoption recommendations, opportunities for increased service and metrics analysis. The success of this role means higher customer happiness, retention, and expansion of Saviynt’s business.

This role should be based in the UK or in Poland.

WHAT YOU WILL BE DOING

• 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.

WHAT YOU BRING

• Knowledge and experience in Identity and Access Management (IAM) required; cybersecurity and/or compliance background also very valuable.
• Hands-on knowledge and experience in Identity and Access Management (IAM) and Security space.
• Fluent in English and French.
• Must have consulting experience from either a large/strategic consultancy or internal corporate consulting function.
• Must have strong knowledge and hands-on experience in Digital Identity technologies such as SailPoint, CyberArk, ForgeRock, Microsoft or Saviynt.
• Have a can-do attitude.
• Previous experience within a customer success OR application portfolio management role within a SaaS organization.
• 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%.

We are not accepting applications from candidates based outside of the UK or Poland.

If required for this role, you will:

• Complete security & privacy literacy and awareness training during onboarding and annually thereafter.
• Review (initially and annually thereafter), understand, and adhere to Information Security/Privacy Policies and Procedures such as (but not limited to):

• Data Classification, Retention & Handling Policy.
• Incident Response Policy/Procedures.
• Business Continuity/Disaster Recovery Policy/Procedures.
• Mobile Device Policy.
• Account Management Policy.
• Access Control Policy.
• Personnel Security Policy.
• Privacy Policy.

Saviynt is an amazing place to work. We are a high-growth, Platform as a Service company focused on Identity Authority to power and protect the world at work. You will experience tremendous growth and learning opportunities through challenging yet rewarding work which directly impacts our customers, all within a welcoming and positive work environment. If you're resilient and enjoy working in a dynamic environment you belong with us!

Saviynt 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.