Manager, Professional Services

As a Manager (PSM) for the Professional Services organization, you will support each customer’s journey by managing the strategic efforts required to deliver SailPoint’s solutions. You will combine your management experience with our world-class product and process training to gain a deep understanding of our SaaS and/or Software delivery practices. Within the first two months, you will begin to understand your responsibilities by working with tenured management to shadow projects and sales efforts to begin taking accountability for the client experience on projects you are assigned to while developing a relationship with your peers. 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 manage the full scope of customer engagements, 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 set and achieve their goals. 

Responsibilities: 

• Ensure that services are provided, implemented correctly, and billed in a timely and accurate manner 

• Partner cross-functionally during the sales process, own the services portions of deals, including presentations, RFP responses, and proposal/SOW generation 

• Interact with sales reps and sales leadership during the pre-sales and post-sales (delivery) phases 

• Serve as the senior point of contact for client escalations 

• Oversee the financials of your team’s projects, with a focus on profitability and productivity to ensure long term client success 

• Work with the Resource Management Office (RMO) to mediate and prioritize staff resources to strategically align with the needs of the overall PS business 

• Provide project management duties on occasion for customer engagements as needed 

• Provide strategic updates on client performance to SailPoint Senior Management. Providing regular status updates to account teams and Sales Managers 

• Work closely with Customer Success Managers to establish and maintain customer satisfaction throughout the entirety of a customer implementation  

• Identify new opportunities for expanding SailPoint solutions and services footprint to maximize client success and SailPoint revenue growth 

• Take responsibility for the management of the team, including participation in staffing decisions, utilization management, performance reviews, and career development support 

• Assist direct reports in career development by providing regular feedback, coaching and guidance on personal development 

• Coach Engagement Managers and project team members on project performance and development areas 

• Participate in recruiting and employee development activities to ensure a balanced team with the right set of skills 

Requirements: 

• 7+ years of professional experience at a Software, SaaS, or consulting company 

• 3+ years of people management experience 

• 2+ years of project management experience 

• Exceptional mentorship and leadership skills with a passion for continuous improvement 

• Experience with project management duties (project planning, budget, scope, schedule, stakeholder, and risk management) 

• Exceptional communication skills and extensive experience working with clients and partners 

• Outstanding organizational and multi-tasking abilities 

• Extensive experience working with Sales to scope services projects for enterprise software 

Education: 
Bachelor’s degree or equivalent work experience (Technical degree or Master’s degree a plus)