The SailPoint Technical Account Manager (TAM)| Escalation Manager 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 & Escalation Manager is a Hybrid and 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 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 members of the customer support organization in APAC, TAMs also mentor the more junior members of the Technical Support team and help them develop their technical and customer interaction skills.
Within 1 month:
You will complete corporate onboarding and the self-paced Identity University training for IdentityIQ (IIQ) and IdentityNow (IDN) essentials.
Within 3 Months:
You will be shadowing other TAM calls and attending support case discussion and troubleshooting calls. Someone with previous TAM experience may start taking one account around this time. You will tackle advanced courses for IIQ/IDN that are self-paced and/or instructor led. You will be familiar with Salesforce, Gainsight, and ServiceNow and assist other TAMs in their accounts.
As an escalation manager any form of technical escalation needs to be attended during your business hours and continue to work with the teams to de-escalate the situation thus providing best customer experience in a dire situation. As an escalation manager you are expected to cover for other Geos escalations also during APAC hours which may or may not require active involvement. Part of escalation management would be Exec level calls, CRIT-SIT meeting for the accounts escalated and Reporting these over, weeks, quarters, years.
Within 1 year:
You will have received a full case load of 6-8 accounts and will be managing biweekly client calls. You will engage the CSE or engineer assigned to tickets and help drive resolutions.
Responsibilities:
- 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
- Conducts regular Support ticket review calls with their accounts to ensure ticket prioritization and customer expectations are understood
- Drives elimination of any customer or internal bottlenecks impeding problem resolution
- Provides proactive guidance, encourages adoption, and assists with technical questions regarding SailPoint’s products
- 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
- Experience with SailPoint’s product suite is preferred but not required
- 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 global equivalent experience
- CS or Engineering degree a plus
Location:
- Singapore, and some travel to Austin HQ, APAC locations may be required for team events.
