Professional Services Manager

JOB DUTIES: Maintaining oversight of work being delivered by the Expert Services team; develop design and improvement process for the team; coordinating with internal teams on Ease of resolution delivery; analyzing to reduce escalations and improve product delivery in an agile manner; focus on team growth and development; analyzing and prioritizing cases to assign or put on hold based on criticality, urgency, and impact to the client and to the SailPoint business as a whole; directing the Expert Services team to work on expert services cases raised by the customer, based on the cases available in the queue, the relevant skill required to handle the tasks, and priority which involves collaborating with engagement managers and analysts for proper assignment and progression; directing the Expert Services team to resolve issues in a timely manner while providing oversight to confirm that best practices are being applied; step in as a point of either managerial escalation or technical escalation due to his specialized knowledge in SailPoint solutions; mentoring and coaching direct reports so that their technical knowledge and understanding for SailPoint products and related technologies grow; communicating with customers and implementation partners to prevent delays by setting expectations for clients and following up with team members and confirming they are executing on those expectations; validating that clients are satisfied with their experience; coordinating internal teams (Services, Customer Success Management, Engineering, Support, ES Engagement Managers, and Analysts) where appropriate to address client escalations that come through expert services to drive client satisfaction and success; work with these internal stakeholders to determine if a case should be transferred between the Support and Expert Services team; and assigning appropriate resources for these engagements or coordinating with appropriate professional services team if work belongs with another group on the team.
Supervises 5 direct reports - (Solution Architects, Engagement Manager)
JOB REQUIREMENTS: Bachelor's (or foreign equivalent) degree in Computer Science, Computer Engineering or a related field, and 5 years experience as an implementation/support engineer or a solution architect. Five (5) years of experience to include: Working for an enterprise software or systems integrator; and involvement with support tickets systems. Three (3) years of experience to include: Experience acting as a Customer Support Manager, Engagement Manager or a project lead; Maintaining oversight of work delivered by a services team; Development of design and improvement processes; Coordinating with internal teams on resolution delivery; and, reducing escalations and improving product delivery in an agile environment.
OTHER: Work Site: 11120 Four Points Drive, Suite 100, Austin, TX 78726; and any home office throughout the U.S. 40 hours/week;
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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.