Customer Success Manager

SailPoint; Dubai; On-site; AED 120,000 - 160,000; Full time

Job summary

SailPoint in Dubai seeks a Customer Success Manager (Arabic-speaking) to manage strategic client relationships and drive value realization from our identity security platform. You will guide multiple accounts toward verified outcomes and high retention, acting as a trusted consultant rather than a sales role.

In this position, you will compile action plans, monitor usage and performance, coach clients on SailPoint solutions, and coordinate with delivery partners to ensure successful delivery.

Qualifications

• Mandatory: Fluency in Arabic.
• Bachelor's degree or equivalent work experience.
• Strong customer facing skills with a highly professional demeanour.
• Strong consulting skills. Ability to gather and analyze information and produce strategic insights into clients organisational and technical challenges.
• Ability to communicate technical details to a non-technical audience.
• Ability to set and communicate expectations, skill in mediation.
• Must be highly organised and able to define structure with multiple stakeholders.
• Takes ownership of challenges, aligning with necessary subject-matter expertise to mitigate.
• Self-motivated, strong work ethic, creative, customer-centric personality.

Responsibilities

• Manage a successful business relationship between SailPoint and assigned client accounts with retention and advocacy.
• Compile clear time-boxed plans and engagement models to ensure delivery of a successful identity security program over time.
• Monitor accounts for changes in usage, goals, finances, or competitors that affect satisfaction with SailPoint products and services.
• Provide coaching and advice to clients on SailPoint solutions for identity management, compliance, role management and access requests; derive insights from client challenges.
• Interface with delivery partners on project statuses and mutual plans in advance.
• Provide strategic updates on clients' performance to SailPoint Senior Management and other functions.
• Identify opportunities to expand SailPoint product/service usage to maximize client success and revenue growth.
• Ensure customer renewal and retention; cultivate SailPoint Advocates within the customer base.

Skills

Arabic fluency

Customer facing

Consulting skills

Communication of technical details

Stakeholder management

Ownership

Self-motivated

Organised

Education

Bachelor's degree or equivalent

Job description

This role requires fluency in Arabic and English The SailPoint customer success team take responsibility for our customer journey and value realised from our platform striving for positive business results for our customer and continued loyalty for SailPoint Due to continued growth in our business we have a new opening for a Customer Success Manager CSM with Arabic in Dubai A CSM is responsible for overall client retention and advocacy building and sustaining long-term business relationships between SailPoint and assigned client accounts This role serves as an advisor and business consultant for multiple accounts by helping our clients achieve success through the use of SailPoint s product and services This role is all about ensuring tangible value realisation through verified outcome delivery and is not a quota carrying sales position and represents a great opportunity for the right candidate to join our business and grow as a professional in line with our wider strategy

Description

Manage a successful business relationship between SailPoint and assigned client accounts benchmarked on the achievement of a fixed number of Verified Outcomes and RetentionCompile clear time-boxed plans engagement models to ensure delivery of a successful identity security program over timeMonitor accounts for change in solution product usage personnel goals mission financial conditions competitor involvement and other areas that could have an effect on the clients ongoing use and or satisfaction with SailPoint s products and servicesProvide coaching and advice to clients on the use of SailPoint s solutions for identity management compliance role management and access request management develop insights into the challenges faced by client organisations and provide recommendations based on an in-depth understanding of how the SailPoint platform solves those problemsInterfacing with delivery partners on project statuses compiling mutual plans in advancementProvide strategic updates on clients performance to SailPoint Senior Management plus additional functionsIdentify new opportunities for expanding SailPoint product service usage to maximise client success and SailPoint revenue growthEnsure customer renewal and retention for SailPointCultivate additional SailPoint Advocates within assigned customer base

Requirements

• Bachelor s degree or equivalent work experience
• Strong customer facing skills with a highly professional demeanour
• Strong consulting skills
• Ability to gather and analyze information and produce strategic insights into clients organisational and technical challenges
• Ability to communicate technical details to a non-technical audience
• Ability to set and communicate expectations skill in mediation
• Must be highly organised and able to define structure with multiple stakeholders
• Ability to build lasting relationships based on trust
• Takes ownership of challenges aligning with necessary subject-matter expertise to mitigate
• Self-motivated strong work ethic creative customer-centric personality
• Bachelor s degree or equivalent work experience
• Strong customer facing skills, with a highly professional demeanour
• Strong consulting skills. Ability to gather and analyze information and produce strategic insights into clients organisational and technical challenges
• Ability to communicate technical details to a non-technical audience
• Ability to set and communicate expectations, skill in mediation
• Must be highly organised and able to define structure with multiple stakeholders
• Ability to build lasting relationships based on trust
• Takes ownership of challenges, aligning with necessary subject-matter expertise to mitigate
• Self-motivated, strong work ethic, creative, customer-centric personality
• Mandatory: Fluency in Arabic
• Advantage: Any experience in outcome/requirements formulation, or project management/delivery planning
• Advantage: Experience in general business or technical consultancy from large implementers or integrators