Identity Security - Customer Experience Manager - IAM/IGA - UK

Saviynt; London; On-site; GBP 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a Customer Experience Manager to enhance customer success through effective relationship management. This role involves collaborating with sales, understanding customer needs, and driving product adoption. You will engage with C-level executives, ensuring they achieve maximum value from their investments. This dynamic position offers growth opportunities in a supportive environment, where your contributions directly impact customer satisfaction and business expansion. If you thrive in a fast-paced setting and are passionate about customer success, this role is perfect for you.

Qualifications

• Experience in Identity and Access Management (IAM) is essential.
• Background in cybersecurity and compliance is highly valued.
• Proven track record in Customer Success or Application Portfolio Management.

Responsibilities

• Serve as the primary contact and advocate for assigned customers.
• Develop a deep understanding of customer challenges and provide expert advice.
• Monitor customer utilization trends and provide proactive recommendations.

Skills

Identity and Access Management (IAM)

Customer Success Management

Cybersecurity

Cloud Architecture

Consulting

Communication Skills

Problem Solving

Education

Bachelor's Degree in a related field

Certifications in IAM or Cybersecurity

Job description

Identity Security - Customer Experience Manager - IAM/IGA - UK

Identity Security - Customer Experience Manager - IAM/IGA - UK

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 (IAM Practitioner) 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 advisory, adoption recommendations, opportunities for increased service and metrics analysis. The success of this role means higher customer happiness, retention, and expansion of Saviynt’s business.

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 (IAM Practitioner) 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 advisory, adoption recommendations, opportunities for increased service and metrics analysis. The success of this role means higher customer happiness, retention, and expansion of Saviynt’s business.

WHAT YOU WILL BE DOING

• Serve as the primary point of contact and advocate for assigned customers
• Collaborate with the Sales team to ensure a seamless and customer-focused sales, orientation, and launch engagement process
• Cultivate strong relationships with customer stakeholders, up to the C-level executives
• Develop a deep understanding of each customer’s identity and access governance landscape and their unique business challenges, providing expert advice on potential solutions leveraging the Saviynt product suite
• Build and maintain trusting relationships with customers and executive sponsors to drive product adoption and ensure they achieve full business value from their Saviynt investment
• Partner effectively with internal Saviynt teams, including Product Development and Support, to align product roadmaps and support activities with the customer's business case and strategic objectives
• Represent the voice of the customer in internal prioritization processes, advocating for their needs and ensuring their perspective is considered
• Proactively prepare for critical customer events such as go-lives and product releases, ensuring smooth transitions and minimizing potential disruptions
• Develop and maintain accurate account plans and comprehensive success plans for each customer within your portfolio, outlining key objectives and strategies for achieving them
• Develop and diligently monitor key performance indicators (KPIs) related to customer success, conducting monthly reviews to identify necessary corrective actions and ensure progress towards goals
• Monitor and analyze customer utilization trends, providing proactive recommendations based on identified risks and the evolving needs of our customers
• Plan and deliver educational initiatives for customers on new product features and releases, maximizing their understanding and adoption of new capabilities
• Manage the renewal pipeline for your assigned customers, identifying and mitigating potential at-risk accounts to ensure successful and timely renewals
• Provide assistance with the management of delivery projects, ensuring alignment with customer expectations and successful outcomes
• Contribute to transformation and process improvement initiatives across the organization, enhancing efficiency and effectiveness in our customer engagement strategies
• Act as the voice of the customer, actively collecting feedback and channeling it to relevant internal teams to drive continuous improvement across all areas, including product development and service delivery
  

WHAT YOU BRING

• Demonstrated knowledge and practical experience in Identity and Access Management (IAM) is essential; a background in cybersecurity and/or compliance is highly valued
• Preference for candidates who have served as Identity Security practitioners in previous roles
• A proactive and solution-oriented "can-do" attitude is crucial
• Previous experience in a Customer Success or Application Portfolio Management role within a SaaS organization is highly desirable
• Hands-on knowledge and practical experience in the Identity and Access Management (IAM) and broader Security space
• Strong understanding of cloud architecture as well as on-premise IT landscapes and their integration with cloud services
• Extensive experience in consulting and the implementation of IT systems, preferably cloud services and/or identity management solutions
• Knowledge of relevant security and compliance requirements and frameworks
• Willingness to be a hands-on contributor, actively engaging in problem-solving and customer support
• Excellent communication skills, including the ability to effectively track issues, manage triage processes, and navigate crisis situations
• A strong team player mentality with a collaborative approach to problem-solving and customer success
• Experience in Process Improvement methodologies, effective Decision Making, adept at Managing Processes, strong Planning abilities, skilled at Analysing Information, experience Developing Standards, and a commitment to Service Excellence
• Proactive mindset with a strong ability to anticipate potential challenges ("what-could-go-wrong") and develop mitigation strategies ("how-to-avoid-it")
• Willingness to travel up to 20% as required to engage with customers on-site

We are notacceptingapplications from candidates based outside of the UK

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.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development

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