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.

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.

SailPoint's Support team plays a crucial role in providing high level Support to our Customers most complex issues as they arise. Be part on an important role in post implementation support of SailPoint’s Identity as a Service offering, IdentityNow (IDN). You will be working directly with our customers and implementation partners to identify the cause of any post-deployment Out-Of-The-Box issues, along with ensuring that services are provided and implemented correctly, and will work with the larger team to help resolve them to ensure the success of the customer and the highest customer satisfaction.  

The specific duties of an Operations Manager include formulating strategy, improving performance, procuring material and resources and securing compliance. You should be ready to mentor your team members, find ways to increase quality of customer service and implement best practices across all levels.

Who You Are:

A Technical Product Support and Services Manager are 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 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 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. As a Technical Product Support and Services Manager you will support your customer’s journey by managing the strategic accounts to deliver SailPoint’s solutions and making sure they are fully supported throughout. You will combine your management experience with our world-class product and process training to gain a deep understanding of our SaaS delivery practices. Within the first two months, you will begin to understand your responsibilities by working with tenured management to help build and mentor a strong team of professionals to Support our most complex clients 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, both Support and Services, 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 establish and achieve their goals.  

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 or items addressed.Promptly manage any case escalations from customers or Customer Success Managers with Support Engineers and set appropriate expectations with all parties and provide any necessary updates.Manage and proactively improve the customer experience, form initial contact to final case resolution.Work with the 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 organizationTrack record of providing outstanding customer service with the ability to listen and empathize with the customer's situation. An understanding of when to employ different interpersonal interaction techniques depending on the 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.