Technical Account Manager

The SailPoint customer success team champions helping our customers get maximum value out of any SailPoint products or services, so the business gets maximum lifetime value and loyalty from the customer.
The SailPoint Technical Account Manager (TAM) provides the best possible customer service to the company's most important customers. They bring deep knowledge of SailPoint's products, related technologies, and their customers' deployments to solve problems quickly and provide proactive guidance. The TAM is an elite role in SailPoint's customer support organization, with advanced technical, problem solving, account management, and customer interaction skills. To that end, TAMs support a small set of customers, typically 6 to 8. This senior role has wide discretion to act in the best interest of their customers and orchestrating assistance from any other technical support, professional services, sales, or engineering organizations. As the senior members of the customer support organization, TAMs also mentor the more junior members of the Technical Support team and help them develop their technical and customer interaction skills.
Role

• Serves as main point of contact for technical support issues.
• Works closely with the Designated Senior Support team focused on customer's tickets.
• Leads escalation responses.
• Drives elimination of any customer or internal bottlenecks impeding problem resolution.
• Provides proactive guidance and encourage adoption and assist in deployment of new product releases.
• Manages the status and internal/external communication of Support tickets
• Collaborates with support management to orchestrate support response beyond the TAMs direct capability.
• Conducts regular reviews of service delivery quality, industry threat assessments and solicits feedback on service delivery.
• Works closely with Customer Success Managers to ensure SailPoint post-sales experience exceeds customer's needs.

Requirements

• 5+ years' software support experience to include customer-facing technical support - preferably in enterprise security software product companies.
• Proven track record of seeking, learning, and effectively applying technical information available from various sources, including documentation, online sources, practical testing and experimentation, and the knowledge of other technical professionals.
• Ability to provide rigorous and detailed descriptions of problems and features to product developers and managers, and to update descriptions, status, and information in a well-organized manner. Experience with Database Administration (Oracle, Sybase, MSSQL, MySQL).
• Experience on both Windows and Unix (Linux, Sun, HP, AIX) platforms.
• Experience with XML, SQL and a J2EE / Java EE 5 Application Server such as Tomcat, WebSphere, or WebLogic.
• Familiarity with programming and web technologies such as Java/BeanShell, JavaScript, SPML/SOAP, JSF, and Log4j.
• Familiarity with identity management provisioning systems (Sun, Oracle, IBM, Novell) a plus.
• Excellent written and verbal communication skills. Proven ability to listen and empathize with the customer's situation. An understanding of when to employ different interpersonal interaction techniques depending on the situation.

Education:

• BA/BS or equivalent experience.
• CS or Engineering degree a plus.

Travel:

• Position is based in Austin, TX

Benefits and Compensation listed vary based on the location of your employment and the nature of your employment with SailPoint.
As a part of the total compensation package, this role may be eligible for the SailPoint Corporate Bonus Plan or a role-specific commission, along with potential eligibility for equity participation. SailPoint maintains broad salary ranges for its roles to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect SailPoint's differing products, industries, and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity. We estimate the base salary, for US-based employees, will be in this range from (min-mid-max, USD):
$90,440 - $129,200 - $167,960
Base salaries for employees based in other locations are competitive for the employee's home location.
Benefits Overview
1. Health and wellness coverage: Medical, dental, and vision insurance
2. Disability coverage: Short-term and long-term disability
3. Life protection: Life insurance and Accidental Death & Dismemberment (AD&D)
4. Additional life coverage options: Supplemental life insurance for employees, spouses, and children
5. Flexible spending accounts for health care, and dependent care; limited purpose flexible spending account
6. Financial security: 401(k) Savings and Investment Plan with company matching
7. Time off benefits: Flexible vacation policy
8. Holidays: 8 paid holidays annually
9. Sick leave
10. Parental support: Paid parental leave
11. Employee Assistance Program (EAP) and Care Counselors
12. Voluntary benefits: Legal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance options
13. Health Savings Account (HSA) with employer contribution
SailPoint 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.