As a member of the team, you will play a critical role in leading projects focused on digitizing our customer success processes and workflows. You will collaborate with cross-functional teams to implement digital solutions that streamline customer interactions, improve engagement, and drive customer satisfaction. This role requires a deep understanding of customer success principles, along with expertise in digital technologies and project management methodologies.Responsibilities:Digital Strategy Development: Work with senior leadership to develop and refine the digital customer success strategy. Identify key opportunities for digitization and outline strategic objectives and priorities.Project Planning and Execution: Lead the planning and execution of digital customer success projects. Develop comprehensive project plans, timelines, and budgets. Coordinate resources and stakeholders to ensure successful project delivery.Technology Evaluation and Implementation: Evaluate digital tools and technologies to support customer success initiatives. Lead the implementation of selected technologies, including customer success platforms, analytics tools, and automation solutions.Process Optimization: Analyze existing customer success processes and workflows. Identify opportunities for optimization and automation to improve efficiency and effectiveness. Implement digital solutions to streamline processes and enhance the customer experience.Change Management: Drive organizational change to support the adoption of digital customer success initiatives. Develop change management plans and communication strategies to ensure successful implementation and adoption.Performance Monitoring and Analysis: Track key performance metrics related to digital customer success initiatives. Analyze data and insights to measure the impact of digital initiatives on customer satisfaction, retention, and revenue growth.Stakeholder Engagement: Collaborate with cross-functional teams, including Customer Success, Sales, Marketing, and Product Development, to align digital initiatives with overall business objectives. Build strong relationships with key stakeholders to drive collaboration and alignment.Qualifications:Bachelor's degree in Business Administration, Marketing, Information Technology, or related field, preferred, not required.Proven experience (5-7 years) in project management, preferably in a digital or technology-related role.Deep understanding of customer success principles and best practices.Experience implementing digital solutions, such as customer success platforms, CRM systems, and marketing automation tools.Strong project management skills, with the ability to lead complex projects from initiation to completion.Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels of the organization.Analytical mindset with the ability to translate data into actionable insights.Proven ability to drive change and foster innovation within an organization.Certification in Project Management (e.g., PMP, CAPM) and/or Customer Success (e.g., CSPO, CSM) is a plus.Joining our team offers the opportunity to make a significant impact on our customer success strategy and drive digital transformation initiatives that enhance the customer experience. If you are passionate about customer success and digital innovation, we would love to hear from you. Apply now and become a key contributor to our mission of delivering exceptional solutions and experiences to our customers through digital excellence.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.
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