Customer Success Manager - French Speaking

Saviynt; London; On-site; GBP 125,000 - 150,000; Full time

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 Customer Success Manager 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 Customer Success Manager will be responsible for driving customer success by providing customer categorization, oversight, incident management, adoption recommendations, opportunities for increased service, and metrics analysis. The Customer Success Manager will perform routine health checks and assist with business value assessment to ensure our customers' success. The success of this role means higher customer happiness, retention, and expansion of Saviynt’s business.

Although this position is remote, for this role we prefer candidates who are geographically aligned with our customers in the region. You must currently reside in France.

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 a deep, 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.
• Lead and manage multi-year, cross-functional projects across multiple areas in a fast-paced and dynamic environment.
• Use problem-solving skills, business acumen, and strong project management abilities to develop and execute project plans.
• Represent the customer in internal prioritization processes, initiate escalations to serve customer needs.
• Ensure proper Incident Management and related communication to the customer.
• Drive end-to-end issue remediation work when necessary, including regular communication to Saviynt and Customer stakeholders.
• Proactive preparation for important events (upgrades, updates, go-lives, releases, etc.).
• Develop a categorization scheme and categorize all of Saviynt’s customers.
• 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.
• Lead Customer Advisory Board in addition to periodic customer health-checks.
• 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.
• Fluent in English and French.
• Have a can-do attitude.
• Proactivity, have a very strong what-could-go-wrong and how-to-avoid-it mindset.
• Previous experience within a customer success OR application portfolio management role within a SaaS organization.
• Knowledge and experience in Identity and Access Management (IAM) and Security space.
• 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.
• Available to travel up to 10%.

We are not accepting applications from candidates based outside of France.

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.