Partner Delivery Manager

Job Description:  Partner Delivery Success Manager (PDSM) 

Why SailPoint? 

Love what you do. And love where you do it! Smart people, fun culture, innovative work, beautiful offices — that is what people say about SailPoint. We are known as the company where everyone wants to work, and we have the awards to prove it. If you are passionate about outsmarting cybercriminals and seek working at a company where you can truly have an impact with other good people, we want you to join our team. SailPoint empowers the largest, most complex organizations by putting identity at the Center of Security and IT. Our 2,000+ customers include global financial institutions, government entities, pharmaceutical organizations, and more. 

What You will Do: 

As a Partner Delivery Success Manager, you will play a leading role in establishing and maintaining successful partnerships by serving as the primary point of contact for our Tier 1 service delivery partners. To be considered for this position a diverse mix of skills and expertise are required including enterprise account management, hands on SaaS consulting, software implementation, and project management experience. 

Responsibilities and Qualifications: 

• Industry Knowledge: At least 5 years of experience with consulting delivery in the IDM space. 

• Partner Relationship Builder: Executive level, customer facing maturity to build strong relationships, influence, and drive performance. 

• Technical Project Educator: Significantly raise partner delivery capability through tracking and education. Train partners how to run successful implementation projects to continually improve the quality of technical delivery. 

• Business Development: Earn partners’ trust and drive cooperative solutioning while searching for new opportunities. 

• Solution-Driven Project Manager: Leverage your experience with IDM project implementations to proactively assist delivery partners with project road maps and maximize product value delivered within predictable time limits. 

• Solutions Consultant: Organically inject technically well-informed strategic recommendations into partner dialogs, influencing desired customer results, increasing ARR. 

• Escalation Master: Have experience effectively resolving customer issues by prioritizing and resolving with professionalism. 

To excel in this role, you possess the following referenceable qualifications: 

• Proven hands-on expertise in SailPoint products and services. IDN is ideal, IIQ is desirable, however general IDM is also valuable. 

• A history of successful project delivery and technical consultation work. 

• Technical curiosity to quickly understand and proactively address needs. 

• A successful customer-facing record of accomplishment working directly with enablement partners, building strong relationships that solidify customers for life. 

• Exceptional interpersonal communication skills, with the ability to fluidly articulate complex technical solutions to non-technical audiences. 

• Proficient problem-solving abilities to address partner needs, directly stepping in to course correct project direction, drawing on wisdom gained through previous project delivery experience. 

• You must qualify as a trusted representative of SailPoint, with a mature customer-centric attitude and unwavering commitment to company values. This is not a “nice to have,” but instead a required trait, necessary for building the trust required to solidify long-term client relationships. 

Education: 

• Advanced degree with supporting experience. 

• SailPoint or related IDM certification is a plus. 

Travel: 

• SailPoint is a remote first company, however some travel may be required in your assigned region to meet with delivery partners and/or customers. Estimation is 10-15%. 

Onboard Ramp: 

30 Days 

• Complete SailPoint bootcamp, learning about the organization's mission, values, and culture. 

• Complete required security and compliance training. 

• Understand the structure of the professional services department and key stakeholders. 

• Schedule meetings with key regional team members, stakeholders, and Delivery Admiral delivery partners. 

• Establish internal and external relationships with the goal of understanding perspectives and tracking delivery quality. 

• Dive into current quality management processes, tracking systems, and documentation to provide recommendations for improvements. 

• Conduct an initial assessment of professional services delivery partners to understand their current performance, challenges, and opportunities measured against the program metrics. 

• Proactively collaborate with stakeholders and internal teams to fortify existing quality activities, verifying performance, and identify potential gaps in key delivery performance. 

60 Days 

• Based on the assessment, formulate strategies to enhance the quality-of-service delivery. 

• Leverage experience to outline quality gaps for each partner with a path for resolution while aligning partner activities with a system of quality standards. 

• Collaborate with relevant teams to implement training programs and schedules to address both known and unknown issues. 

• Engage with cross-functional teams to foster collaboration and alignment on quality objectives, establishing regular communication channels to address concerns, and gather feedback. 

• Roll out new or updated refinements to the quality assurance framework while ensuring alignment with industry best practices and organizational goals. 

• Organize feedback mechanisms to capture insights from internal teams and delivery partners and develop a system for continuous improvement based on feedback. 

90 Days 

• Implement or modify monitoring systems for ongoing assessment of service delivery quality. Regularly evaluate the effectiveness of implemented strategies and update to align with natural business changes. 

• Proactively address any challenges or issues that arise in the quality management process. Collaborate with stakeholders to find solutions and make necessary adjustments. 

• Identify opportunities to optimize and streamline quality management processes ensuring that processes are scalable and adaptable to evolving business needs. 

• Document best practices and success stories related to quality management. 

• Create a repository of resources for ongoing reference and training of future team members. 

• Establish a routine for regular reviews and updates to the quality management approach. 

• Develop a plan for continuous improvement beyond the initial 90 days.