Support Account Manager

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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.

Role summary: At Ping we\\\’re committed to delivering an outstanding technical support service to our valued customer base. Our Support Account Manager is a role 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, with the remainder 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 post mortem activities. Monitor trends and design processes to improve customers\\\’ experience.
• Organize follow-the-sun handovers across regions.
• Work with engineers to relay each customer\\\’s unique priorities and contribute to the management of working processes.
• Critical Incident Management (Escalation Management): manage on-call weekend rotation and collaborate with other teams to strengthen support.
• Partner / PS / CS relationships; create and refine processes to meet Support team needs; coordinate resources, providing internal and external executive communications.

You Have

• 5+ years experience with enterprise-class software systems in a client-facing role.
• Excellent communication skills, both verbal and written.
• Ability to quickly establish trust with customers and provide dependable assistance.
• Organizational approach to manage customer asks and 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.
• Ability to translate complex technology issues for broader audiences.
• Provide oversight and management on tasks; keep a pulse on all matters as a key to success.
• Methodical problem-solving: 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.

• 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.

Benefits

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

Ping is committed to building an inclusive and diverse environment where everyone\\\’s individuality is respected. 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.

Seniority level
Mid-Senior level

Employment type
Full-time

Job function
Sales and Business Development

Industries
Software Development