Technical Account Manager

The SailPoint customer success team champions helping our customers get maximum value out of any SailPoint products or services so the business gets maximum lifetime value and loyalty from the customer.

The SailPoint Technical Account Manager (TAM) provides the best possible customer service to the companys most important customers. They bring deep knowledge of SailPoints products related technologies and their customers deployments to solve problems quickly and provide proactive guidance. The TAM is an elite role in SailPoints customer support organization with advanced technical problem solving account management and customer interaction skills. To that end TAMs support a small set of customers typically 4 to 6. This senior role has wide discretion to act in the best interest of their customers and orchestrating assistance from any other technical support professional services sales or engineering organizations. As the senior members of the customer support organization TAMs also mentor the more junior members of the Technical Support team and help them develop their technical and customer interaction skills.

Role

• Serves as main point of contact for technical support issues.

• Works closely with the Designated Senior Support team focused on customers tickets.

• Leads escalation responses.

• Drives elimination of any customer or internal bottlenecks impeding problem resolution.

• Provides proactive guidance and encourage adoption and assist in deployment of new product releases.

• Manages the status and internal/external communication of Support tickets

• Collaborates with support management to orchestrate support response beyond the TAMs direct capability.

• Conducts regular reviews of service delivery quality industry threat assessments and solicits feedback on service delivery.

• Works closely with Customer Success Managers to ensure SailPoint post-sales experience exceeds customers needs.

Requirements

• 5 years software support experience to include customer-facing technical support - preferably in enterprise security software product companies.

• Proven track record of seeking learning and effectively applying technical information available from various sources including documentation online sources practical testing and experimentation and the knowledge of other technical professionals.

• Ability to provide rigorous and detailed descriptions of problems and features to product developers and managers and to update descriptions status and information in a well-organized manner. Experience with Database Administration (Oracle Sybase MSSQL MySQL).

• Experience on both Windows and Unix (Linux Sun HP AIX) platforms.

• Experience with XML SQL and a J2EE / Java EE 5 Application Server such as Tomcat WebSphere or WebLogic.

• Familiarity with programming and web technologies such as Java/BeanShell JavaScript SPML/SOAP JSF and Log4j.

• Familiarity with identity management provisioning systems (Sun Oracle IBM Novell) a plus.

• Excellent written and verbal communication skills. Proven ability to listen and empathize with the customers situation. An understanding of when to employ different interpersonal interaction techniques depending on the situation.

Education:

• BA/BS or equivalent experience.

• CS or Engineering degree a plus.

Travel:

• Position is based in Austin TX

Benefits and Compensation listed vary based on the location of your employment and the nature of your employment with SailPoint.

As a part of the total compensation package this role may be eligible for the SailPoint Corporate Bonus Plan or a role-specific commission along with potential eligibility for equity participation. SailPoint maintains broad salary ranges for its roles to account for variations in knowledge skills experience market conditions and locations as well as reflect SailPoints differing products industries and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity. We estimate the base salary for US-based employees will be in this range from (min-mid-max USD):

Base salaries for employees based in other locations are competitive for the employees home location.

Benefits Overview

1. Health and wellness coverage: Medical dental and vision insurance

2. Disability coverage: Short-term and long-term disability

3. Life protection: Life insurance and Accidental Death & Dismemberment (AD&D)

4. Additional life coverage options: Supplemental life insurance for employees spouses and children

5. Flexible spending accounts for health care and dependent care; limited purpose flexible spending account

6. Financial security: 401(k) Savings and Investment Plan with company matching

7. Time off benefits: Flexible vacation policy

8. Holidays: 8 paid holidays annually

9. Sick leave

10. Parental support: Paid parental leave

11. Employee Assistance Program (EAP) and Care Counselors

12. Voluntary benefits: Legal Assistance Critical Illness Accident Hospital Indemnity and Pet Insurance options

13. Health Savings Account (HSA) with employer contribution

SailPoint is an equal opportunity employer and we welcome all qualified candidates to apply to join our team. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability protected veteran status or any other category protected by applicable law.

Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact or mail to 11120 Four Points Dr Suite 100 Austin TX 78726 to discuss reasonable accommodations. NOTE: Any unsolicited resumes sent by candidates or agencies to this email will not be considered for current openings at SailPoint.