Customer Insights Analyst, Product Operations

Job Title: Customer Insights Analyst – Product Operations

Department: Product Operations

Reports To: Sr Manager, Product Operations

Location: US Remote

About SailPoint:

SailPoint is the leader in identity security for the modern enterprise. We empower organizations to control access, mitigate risk, and ensure compliance. SailPoint is a rapidly growing company, and we're looking for passionate and innovative people to join our team.

About the Role:

The Product Operations team is looking for a Customer Insights Analyst to join our team centered around operational excellence for our Product Team. The Customer Insights Analyst will play a critical role in championing the SailPoint customer perspective within the Product organization. This role will gather, analyze, and disseminate customer feedback from internal and external sources to inform and support product strategy, prioritization, and improve the overall customer experience. The ideal candidate will be a data-driven individual with a strong analytical mindset, excellent communication skills, and a passion for understanding customer needs.

Responsibilities:

• Voice of Customer Program: 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.
• Collaboration: Work closely with Product Management, Engineering, Support, Customer Success, Developer Relations and other teams to ensure that customer feedback is incorporated into the product development life cycle.
• Data Analysis: Analyze customer feedback data to identify key trends, pain points, and areas for improvement.
• Support Ticket Process: Understand support ticket drivers and collaborate with PM team to define plans to address. Optimize support ticket flow to minimize capacity needs on engineering teams through upstream actions and processes (ex. Documentation, community forums, AI etc.).
• Customer Commitments: Track any roadmap items committed to customers and their associated delivery timelines.
• Reporting and Communication: Create and deliver regular reports and presentations to Product leadership and other stakeholders, highlighting key customer insights and recommendations.
• Process Improvement: Identify and implement process improvements to enhance the efficiency and effectiveness of the VoC program.
• Advocacy & Competitive Analysis: Serve as a strong advocate for the customer within the Product organization and Monitor competitor products and services to identify opportunities for differentiation and improvement.

Qualifications:

• 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 is a plus.
• Familiarity with survey tools (e.g., Qualtrics, SurveyMonkey) and CRM systems (e.g., Salesforce), and Data Visualization tooling.

Skills:

• Data Analysis
• Communication (written and verbal)
• Presentation Skills
• Stakeholder Management
• Process Improvement
• Problem-Solving
• Project Management

What success in this role looks like:

• Within 30 Days you will:
  • Complete your onboarding with HR
  • Understand the existing Voice of the Customer (VoC) landscape at SailPoint.
  • Meet with key stakeholders from Product, Support, Customer Success, and other relevant teams to understand their current processes for collecting and using customer feedback. Document these processes.
  • Schedule and conduct introductory meetings with relevant SailPoint Crew.
• 60 Days:
  • Inventory and assess at least three key sources of customer feedback data (e.g., support tickets, NPS surveys, community forums). Document the data available in each source.
  • Access and analyze the data from the identified sources.
  • Start to build a comprehensive view of customer feedback.
• 90 Days:
  • Develop a preliminary project plan for an iterative or phased program.
  • Present a proposal outlining gaps and improvements to the VoC program, including actionable recommendations for data collection, analysis, and reporting.
  • Set the stage for a more robust and effective VoC program.

Benefits:

• Experience a Small-company Atmosphere with Big-company Benefits
• Competitive pay, 401(k) and comprehensive medical, dental and vision plans
• Recharge your batteries with a flexible vacation policy and paid holidays
• Grow with us with both technical and career growth opportunities
• Enjoy a healthy work-life balance with flexible hours, family-friendly company events and charitable work

EEO Statement: 

SailPoint is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

Benefits and Compensation listed vary based on the location of your employment and the nature of your employment with SailPoint.

As a part of the total compensation package, this role may be eligible for the SailPoint Corporate Bonus Plan or a role-specific commission, along with potential eligibility for equity participation. SailPoint maintains broad salary ranges for its roles to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect SailPoint’s differing products, industries, and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity. We estimate the base salary, for US-based employees, will be in this range from (min-mid-max, USD):

Base salaries for employees based in other locations are competitive for the employee’s home location.

Benefits Overview

1. Health and wellness coverage: Medical, dental, and vision insurance

2. Disability coverage: Short-term and long-term disability

3. Life protection: Life insurance and Accidental Death & Dismemberment (AD&D)

4. Additional life coverage options: Supplemental life insurance for employees, spouses, and children

5. Flexible spending accounts for health care, and dependent care; limited purpose flexible spending account

6. Financial security: 401(k) Savings and Investment Plan with company matching

7. Time off benefits: Flexible vacation policy

8. Holidays: 8 paid holidays annually

9. Sick leave

10. Parental support: Paid parental leave

11. Employee Assistance Program (EAP) and Care Counselors

12. Voluntary benefits: Legal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance options

13. Health Savings Account (HSA) with employer contribution

SailPoint is an equal opportunity employer and we welcome all qualified candidates to apply to join our team.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by applicable law.  

Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact [email protected] or mail to 11120 Four Points Dr, Suite 100, Austin, TX 78726, to discuss reasonable accommodations.  NOTE: Any unsolicited resumes sent by candidates or agencies to this email will not be considered for current openings at SailPoint.