Support Account Manager

Sales & Businessposted 4w ago

About Ping Identity:

At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it.

Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear.

While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. We champion every identity. One of our core values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to work.

We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management.

At Ping we're committed to delivering an outstanding technical support service to our valued customer base. Our Support Account Manager is a role which is focused on high touch engagements with our notable client base. Escalation calls and focus meetings thrive when using a consistent approach to promote fast resolution for customers' core success. We need a technically and procedurally competent individual to manage both the customer base and our internal support engineering team, so we collectively arrive at the best possible solution in the fastest time. A high proportion of your time will be client-facing, the remainder of your responsibilities focused on improving internal processes and aligning engineer behavior to them.

You Will:

Monitor the health of premier accounts. Learn the historical feedback and expectations
Organize ongoing support case reviews and ensure prioritization
Educate customers on best practices and learning opportunities
Ensure customer needs and case Service level agreements are met
Oversee / communicate postmortem activities
Monitor trends and design processes to improve customers' experience
Organize follow-the-sun handovers across regions
Work with Engineers to help relay each customer’s unique priorities
Contribute to the management of working processes
Critical Incident Management (Escalation Management)
Manager on-call weekend rotation
Work directly with other teams to strengthen Partner / PS / CS relationships
Create and refine our process, ensuring that Support team needs are met
Coordinate resources, providing internal and external executive communications

You Have:

5+ year’s experience with enterprise-class software systems in a client-facing role.
Excellent communication skills, both verbal and written
Utilize an extreme rapport-building approach to quickly establish trust with customers and provide assistance they can count on
An organizational strategy to approach and manage each customer’s asks and a duty to follow through
Incident Management, Problem Management and Change Management experience
Experience with queue management and knowledge of support organization
Experience managing internal and external account stakeholders in critical situations
Ease in translating complex technology issues and communicate to broader audience
Provide oversight and management on tasks
Be able to keep a pulse on all matters is a key to success
Approach problems methodically.
Understand the customer, the problem, and impact

Life at Ping:

We believe in and facilitate a flexible, collaborative work environment. We’re growing quickly, but remain true to the innovative, can-do startup values that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that’s who we want to succeed with every day.

Here are just a few of the things that make Ping special:

A company culture that empowers you to do your best work.
Employee Resource Groups that create a sense of belonging for everyone.
Regular company and team bonding events.
Competitive benefits and perks.
Global volunteering and community initiatives

Our Benefits:

Generous PTO & Holiday Schedule
Parental Leave
Progressive Healthcare Options
Retirement Programs
Opportunity for Education Reimbursement
Commuter Offset (Specific locations)

Ping is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone’s individuality is respected and everyone has an Identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self.

We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.