Senior Support Account Manager

Executive Partnership: Act as the primary strategic advisor for C-suite and IAM leadership, aligning Saviynt’s PAM capabilities with the customer’s overarching security and compliance goals.

Renewal Ownership: Proactively manage the subscription renewal pipeline, identifying and mitigating "at-risk" indicators (low usage, technical debt, or stakeholder turnover) at least 6–9 months in advance.

Quarterly Business Reviews (QBRs): Lead data-driven QBRs that move beyond "support ticket updates" to demonstrate ROI, security posture improvements, and progress against the customer’s success roadmap.

Product Maturity Mapping: Guide customers through the PAM maturity curve—moving them from basic password vaulting to advanced features like Just-in-Time (JIT) access, session monitoring, and governance-driven elevation.

The "Voice of the Customer": Translate complex customer requirements and "pain points" into structured feedback for Product and Engineering to influence the Saviynt roadmap.

Net Promoter Score: Drive the customer experience and improve the Net Promoter score for assigned accounts

Expansion & Upsell Discovery: Partner with Sales to identify "white space" opportunities, driving Net Revenue Retention (NRR) by uncovering new use cases or departments that need PAM coverage.

Escalation Orchestration: Serve as the senior point of contact for critical technical issues, coordinating cross-functionally with Support, Engineering, and DevOps to ensure rapid resolution and root-cause transparency.

Upgrade & Lifecycle Planning: Collaborate with customers to plan and execute seamless upgrades, ensuring they stay current with the latest SaaS features and security patches.

Ecosystem Integration: Advise customers on integrating Saviynt PAM with their existing security stack (SIEM, IGA, ServiceNow) to maximize the "Identity-Centered" security approach.

Reference Development: Identify and nurture "Power Users" to serve as brand ambassadors, case study participants, and peer references for prospective Saviynt customers.

Partner Alignment: Coordinate with implementation partners (SIs) to ensure a smooth transition from "Go-Live" to "Run State," ensuring the customer never loses momentum post-deployment.

PAM Subject Matter Expert: Minimum 8+ years in customer-facing roles (TAM, CSM, Account Management, or Professional Services) with 2+ mandatory, deep experience in Privileged Access Management (PAM) and Identity Governance (IGA).

The "Identity" Expert: Proven ability to navigate complex Cloud, Hybrid, and On-Premise IT architectures. Relevant certifications (CISSP, CISM, or Saviynt-specific) are highly preferred.

Scale Specialist: A documented track record of successfully managing a portfolio of 25–30 enterprise accounts simultaneously without compromising quality or white-glove service.

Education: Bachelor’s degree in Computer Science, Cybersecurity, Information Systems, or a related technical field.

Commercial Acumen: Proven success in driving Net Revenue Retention (NRR). You must have experience identifying expansion opportunities and managing the end-to-end renewal pipeline.

Outcome-Based Navigator: Ability to translate complex technical PAM configurations into "Business Value" for CISOs and IT Executives. You don't just talk about "features"; you talk about "risk reduction" and "compliance."

Reference Hunter: History of turning frustrated or stagnant implementations into high-value, referencable brand ambassadors.

Tenacious Problem Solver: Ability to diagnose high-pressure technical issues and orchestrate cross-functional teams (Engineering, Product, Sales) to reach a resolution.

Global Agility: This is a high-impact, "non-8-to-5" role. You possess the flexibility and passion to support global customers across multiple time zones and cultures.

Data-Driven Advocate: Expert at analyzing health metrics and customer feedback to identify churn risks early and build proactive "save" plans.

The Bridge: Exceptional verbal and written communication skills with the "empathy of a partner and the authority of an expert."

Hands-On Contributor: A "no task is too small" attitude. You are comfortable diving into the details of a technical environment while keeping your eyes on the customer’s long-term success.