Professional Services Manager

📋 Description

• • As a Professional Services Manager (PSM) at SailPoint Technologies Holdings, Inc., you will be instrumental in guiding our clients through their journey with our cutting-edge identity security solutions. This remote role, based in the United Kingdom, offers a unique opportunity to lead and grow a professional services organization within a company renowned for its innovative work, strong culture, and exceptional team. You will be at the forefront of ensuring our customers successfully implement and leverage SailPoint's SaaS and software offerings, combining your management expertise with our comprehensive product and process training.
• • Your initial month will focus on immersing yourself in the role. You'll shadow experienced management, gain insights into ongoing projects and sales initiatives, and begin to assume accountability for the client experience on assigned projects. This period is crucial for building foundational relationships with your peers and understanding the SailPoint ecosystem.
• • By the end of your first three months, you will be fully responsible for key aspects of service delivery. This includes meticulous engagement scoping, maintaining clear and effective client communication, managing internal project teams, providing critical escalation support, and ensuring the overall successful delivery of services for your assigned portfolio of clients.
• • Upon completing your first year, your role will expand to encompass the full scope of customer engagements. You will not only oversee your team but also act as a trusted advisor to clients, colleagues, and senior leadership. A significant part of your responsibility will be fostering the professional growth of your team members, guiding them in setting and achieving their individual career goals, and ensuring they are equipped to deliver exceptional service.
• • Key responsibilities include ensuring that services are delivered, implemented accurately, and billed in a timely and precise manner. You will collaborate closely with the sales team throughout the entire deal lifecycle, taking ownership of the services components. This involves actively participating in presentations, responding to RFPs, and generating detailed proposals and Statements of Work (SOWs).
• • You will serve as the senior point of contact for client escalations, demonstrating strong problem-solving skills and a commitment to client satisfaction. A critical aspect of your role will be overseeing the financial health of your team's projects, focusing on profitability and productivity to ensure sustained client success and SailPoint's revenue growth.
• • You will work in tandem with the Resource Management Office (RMO) to strategically allocate and prioritize staff resources, ensuring alignment with the broader business objectives of the Professional Services department. While your primary focus is management, you may also be called upon to provide direct project management duties for customer engagements as needed.
• • Providing strategic updates on client performance to SailPoint Senior Management will be a regular duty, alongside delivering consistent status updates to account teams and Sales Managers. You will also collaborate closely with Customer Success Managers to cultivate and maintain high levels of customer satisfaction throughout the entire customer lifecycle, from initial implementation to ongoing support.
• • A proactive approach to identifying new opportunities for expanding SailPoint's solutions and services footprint is essential. This will contribute to maximizing client success and driving revenue growth for SailPoint. You will take direct responsibility for the management of your team, which includes participating in staffing decisions, managing utilization rates, conducting performance reviews, and actively supporting the career development of your direct reports.
• • You will coach Engagement Managers and project team members on project performance, identifying areas for development and providing constructive feedback. Furthermore, you will actively participate in recruiting efforts and employee development initiatives to ensure your team possesses a balanced skill set and is well-equipped to meet evolving business needs. This role is pivotal in ensuring the successful adoption and value realization of SailPoint's identity security solutions for our enterprise clients.