Customer Insights Analyst, Product Operations at SailPoint

United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Cybersecurity, TechnologyIndustries

Requirements

Bachelor's degree in a related field
8+ years of experience in product operations, product management, customer success, data analytics, or a related role
Strong analytical and problem-solving skills
Excellent communication and presentation skills
Experience with data analysis tools and techniques
Passion for understanding customer needs and advocating for the customer
Experience with identity governance or security software (preferred)
Familiarity with survey tools (e.g., Qualtrics, SurveyMonkey), CRM systems (e.g., Salesforce), and data visualization tools
Skills in data analysis, communication (written and verbal), presentation, stakeholder management, process improvement, problem-solving, and project management

Responsibilities

Develop and manage a comprehensive Voice of the Customer (VoC) program to collect feedback from various sources, including surveys, customer interviews, product usage data, support tickets, and community forums
Work closely with Product Management, Engineering, Support, Customer Success, Developer Relations, and other teams to ensure customer feedback is incorporated into the product development life cycle
Analyze customer feedback data to identify key trends, pain points, and areas for improvement
Understand support ticket drivers and collaborate with PM team to define plans to address them; optimize support ticket flow to minimize capacity needs on engineering teams through upstream actions and processes (e.g., documentation, community forums, AI)
Track roadmap items committed to customers and their associated delivery timelines
Create and deliver regular reports and presentations to Product leadership and other stakeholders, highlighting key customer insights and recommendations
Identify and implement process improvements to enhance the efficiency and effectiveness of the VoC program
Serve as a strong advocate for the customer within the Product organization
Monitor competitor products and services to identify opportunities for differentiation and improvement

Skills

Data Analysis

Voice of Customer

Surveys

Customer Interviews

Product Usage Data

Support Tickets

Community Forums

SailPoint

Provides identity security solutions for enterprises

About SailPoint

SailPoint provides identity security solutions that help organizations manage and protect digital identities. Its main products, including IdentityIQ, IdentityNow, and File Access Manager, assist businesses in ensuring compliance with regulations, reducing risks, and controlling access to sensitive information. These products work by giving organizations visibility into who has access to what data, allowing them to manage permissions effectively. SailPoint stands out from competitors by utilizing advanced technologies like artificial intelligence and machine learning to enhance its identity governance capabilities. The company's goal is to be a trusted partner for enterprises in navigating the complexities of identity security, ensuring that they can securely manage access to their critical information.

Austin, TexasHeadquarters

2004Year Founded

$20.7MTotal Funding

IPOCompany Stage

Cybersecurity, AI & Machine LearningIndustries

1,001-5,000Employees

Risks

Emerging identity management startups increase competition, potentially eroding market share.

Rapid technological changes may outpace SailPoint's innovation, risking solution obsolescence.

Integration challenges with acquisitions like SecZetta may disrupt services or misalign strategies.

Differentiation

SailPoint specializes in managing and securing digital identities for enterprises.

The company leverages AI and machine learning to enhance identity security solutions.

SailPoint's IdentityIQ provides visibility and control over user access.

Upsides

Growing demand for remote work security boosts SailPoint's remote access management features.

Rising adoption of AI-driven identity analytics aligns with SailPoint's AI capabilities.

Increased regulatory requirements drive demand for SailPoint's identity governance solutions.

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