Customer Success Manager
About The Position
As a CSM, you will serve as a named resource and partner for customer organizations. You will build and maintain trusting relationships, acting as a technical resource for day-to-day operational needs. Your responsibilities will include: Act as a point of contact for any major customer incidents, being responsible for managing expectations and communications through resolution. Analyzing customer data such as support cases, survey responses, and renewal behaviors to identify technical trends and risks. Act as the voice of the customer internally to advocate for their needs. Monitor and identify adoption and utilization trends, providing recommendations based on risk and customer needs. Providing proactive guidance on Ping's features based on the customer's interests and business objectives. Occasionally traveling to customer sites and being available for some after-hours or weekend coverage as needed. Willingness to be a hands-on contributor.
Requirements
- A minimum of 4 years of related experience in Customer Success / Experience.
- Experience in consulting and implementation of IT systems, preferably cloud service and/or identity management.
- A strong technical aptitude to learn customer use cases and architectural requirements for Ping solutions.
- A naturally curious and proactive approach to uncovering adoption blockers and risks.
- Experience with SFDC, Gainsight, or equivalent CRM systems.
- Solid technical understanding of Cloud Solutions.
Responsibilities
- Act as a point of contact for any major customer incidents, being responsible for managing expectations and communications through resolution.
- Analyzing customer data such as support cases, survey responses, and renewal behaviors to identify technical trends and risks.
- Act as the voice of the customer internally to advocate for their needs.
- Monitor and identify adoption and utilization trends, providing recommendations based on risk and customer needs.
- Providing proactive guidance on Ping's features based on the customer's interests and business objectives.
- Occasionally traveling to customer sites and being available for some after-hours or weekend coverage as needed.
- Willingness to be a hands-on contributor.
Benefits
- Generous PTO & Holiday Schedule
- Parental Leave
- Progressive Healthcare Options
- Retirement Programs
- Opportunity for Education Reimbursement
- Commuter Offset (Specific locations)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
