Escalation Manager

SailPoint is looking for an Escalation Manager to join the Global Support Organization. This individual will be responsible for the incident management lifecycle, which will address our customer's most dire needs. Specifically, they will be the liaison between SailPoint internal resources and outside customers, driving critical issues to remediation.

This candidate will have experience supporting cloud-based SaaS identity products, along with the ability to expand their skillset across SailPoint's suite of applications. In addition, they will provide timely and accurate updates to senior management along with essential details regarding the status of customer relationships.

The Escalation Manager is an incident commander who allocates relevant resources, ensures priorities are aligned and provides substantive recommendations to ensure future prevention after each Escalation.

We offer a competitive salary, great benefits, and excellent work-life balance. There are plenty of opportunities to learn, grow, and innovate. Key Responsibilities:

Ownership and execution of the critical escalation management process, including:

• Facilitate the resolution effort, determining when necessary to engage additional resources to achieve a positive outcome.
• Develop accurate problem statements associated with a customer escalation and accurately convey technical status and details to stakeholders.
• Demonstrate strong judgment in risk management and problem mitigation and make timely decisions from both business and technical perspectives.
• Manage customer and internal communications at an executive level.
• Create technical and business communications to all key stakeholders, both internal and external.
• Drive communication with the customer, SailPoint support, and engineering teams during major incident conference calls.
• Lead effort to ensure assigned accounts are "in the best shape" for renewal; this included working with CSMs, Professional Services, and Training
• Lead effort in working with CSEs (Cloud Support Engineers), Engineering, and Product on assigned accounts to ensure their technical needs are addressed. Act as the primary point of contact during critical customer situations and escalations.
• Ability to proactively identify systemic and pervasive trends through case audits to prevent future problems.
• Ability to effectively identify, prioritize, and resolve a list of trouble reports through the incident management lifecycle.
• Create and deliver presentations to internal stakeholders regarding Escalation best practices and retraining scenarios.
• Maintain reporting and dashboards.

Requirements:

• You're passionate about helping customers in critical situations; you elevate yourself and others, ensuring customer success.
• Ability to establish and maintain relationships with various stakeholders, from technical contributors to executive management Globally.
• Ability to multi-task in a fast-paced, dynamic environment.
• Strong people management skills.
• Strong negotiation and objection-handling skills.
• Ability to effectively manage crises.
• Ability to resolve complex issues with minimal oversight or direction.
• Ability to maintain calm and exude confidence during stressful situations.
• Ability to manage customer expectations clearly and concisely.
• Understanding cross-functional relationships and processes that are critical to driving issue resolution.
• Ability to effectively lead and work with cross-functional teams for complaint investigation, root cause analysis, identification, and implementation of corrective/preventative actions.
• Excellent English skills, both written & verbal.
• Bachelor's degree in business/computer-related field of study or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, and education. Preferred, but not required.

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):

$67,480 - $96,400 - $125,320

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.