Escalation Manager

Ping Identity•Los Angeles, CA

3h•$130,000 - $145,000

About The Position

We are seeking an experienced and proactive Escalations Manager to join our Global Support Organization. This role is critical in ensuring customer satisfaction by managing and resolving complex technical issues escalated from our customers or internal stakeholders. You will act as the bridge between customers, internal teams, and executive management, driving resolution and maintaining trust with our customers while contributing to continuous improvement efforts.

Requirements

5+ years of experience in an enterprise technical support organization, with at least 2 years managing escalations, preferably in cybersecurity
Proven track record of resolving high-impact customer issues and managing critical incidents
Exceptional communication skills with experience in communicating regularly with executive level management
Understanding of SaaS organizational and operational constructs including Product, Engineering, Support, Customer Success, Sales, and Professional Services
Ability to quickly establish trust and to influence others, both internally and externally
Ability to handle conflict and drive agreement on decisions for which conflicting opinions and input exist
Strong data-driven decision making skills, and process oriented mindset
Ability to identify risks and dependencies and put in place plans to mitigate them
Adaptability, flexibility and the conviction to “do the right thing” by keeping a customer centric mentality at all times
Familiarity with support related tools such as Salesforce Service Cloud, Jira and Slack.

Responsibilities

Act as the primary point of contact for customer support case escalations, ensuring timely and satisfactory resolution
Facilitate any high priority incidents that occur and act as the primary point of contact to the customer
Manage communications to customers and internal executive teams during product incidents
Lead cross-functional initiatives to address and resolve complex issues within high-risk accounts, ensuring timely and effective escalation resolution.
Triage, prioritize and assign escalations to appropriate teams while maintaining accountability
Develop and execute detailed action plans for resolving escalated issues, coordinating with cross-functional teams
Build strong relationships with key customer stakeholders to restore confidence and trust during escalations
Proactively communicate status updates and resolution plans to customers and internal teams
Ensure customer feedback from escalations is documented and shared with relevant stakeholders
Gain a deep understanding of Ping’s products and services to effectively address technical issues
Analyse trends in escalations to identify systemic issues and recommend improvements in products, processes, and support methodologies
Conduct post-mortem reviews for major incidents, documenting lessons learned and implementing preventive measures
Track and report on key metrics such as escalation response times, resolution and customer satisfaction scores
On-call is a requirement for this position