Manager, Support Account Manager

At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. 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.

As a Manager over the Support Account Management team and program, you will be responsible for developing and motivating a team of customer centric Ping experts and help lead day-to-day operations on a regional scale. The day-to-day operations include:

• Coaching team members on best practices
• Assisting with escalations
• Ensuring adequate coverage throughout the day
• Working collaboratively with cross functional teams
• Taking an analytical approach to forecasting and growing the program
• Assisting with creative ways to strategically align resources to our Premium and Elite customers
• Building strong relationships with customers

This role will report directly to the Director of Support Account Management.

As a Team Manager you will:

• Be responsible for coaching and mentoring a team of individuals comprised of SAMs and TAMs
• Develop growth plans for your direct reports to drive continuous improvement and development
• Utilize a data-driven approach to assess team performance
• Develop and/or enhance best practices, processes, and procedures to increase efficiency
• Manage customer escalations by engaging directly with our customers and coordinating resources within Ping to resolve issues
• Oversee the daily influx of cases and service requests to ensure issues are appropriately prioritized and addressed in a timely manner
• Work collaboratively with the cross functional teams within Ping to continuously improve the program to delight our customers

You Have:

• 7 years of related experience as a team Manager
• IAM and CyberSecurity industry experience
• Experience working directly with customers at the executive level
• Excellent written and verbal communication skills
• Experience with forecasting and capacity planning
• Experience managing global teams including performance reviews / management

Life at Ping: We believe in and facilitate a flexible, collaborative work environment. 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
• Generous PTO & Holiday Schedule
• Progressive Healthcare Options
• Retirement Programs
• Opportunity for Education Reimbursement
• Commuter Offset (Specific locations)

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.