Senior Manager, Technical Account Management

Ping Identity•Denver, CO

6d•$160,000 - $190,000

About The Position

The Senior Manager, Technical Account Management is a high-visibility leadership role requiring a blend of identity domain depth, delivery excellence, and strategic customer advocacy. You will lead, scale, and mentor a team of Technical Account Managers who act as embedded trusted advisors to Ping’s most strategic and complex Elite customers. Your team is responsible for ensuring that our Elite partners successfully deploy, integrate, and optimize the entire Ping Identity portfolio—spanning user orchestration, advanced multi-factor authentication (MFA), decentralized identity, and fraud protection. Success in this role is measured by the operational health, retention, and overall customer experience of your assigned portfolio. You will operate with significant autonomy to refine our delivery methodologies, design proactive support strategies, and forge seamless feedback loops between our customers and internal Product and Engineering teams.

Requirements

10+ years of experience in technical account management, enterprise customer experience engineering, technical support leadership, or complex IT delivery.
5+ years of direct people management experience overseeing technical, client-facing engineering teams.
Proven track record of scaling technical delivery teams, driving operational excellence, and maximizing Elite customer experience and retention.
Demonstrated capability to interface confidently with C-level executives, possessing the strong executive presence required to navigate complex organizational dynamics.
Experience collaborating closely with sales or account management organizations to achieve shared customer outcomes.
Deep knowledge of large-scale enterprise IT ecosystems, application integrations, and security architectures.

Nice To Haves

Identity & Access Management (IAM) Expertise: Practical familiarity with IAM principles, directory services, Zero Trust security frameworks, and core protocols (such as SAML, OIDC, OAuth, and FIDO2).
Bachelor’s degree in Computer Science, Cybersecurity, Information Technology, or equivalent practical experience in complex technical environments.
Proven experience managing remote, cross-functional, or geographically distributed technical engineering teams within a fast-growing software or cybersecurity company.
Background in leading or advising on digital transformation initiatives, legacy-to-modern identity migrations, or complex software integration projects.
Recognized industry certifications such as CISSP, CCSP, or identity-specific credentials.

Responsibilities

Lead and mentor a team of Technical Account Managers. Establish clear performance standards, foster a culture of technical curiosity regarding emerging identity standards, and design proactive career development plans. Drive the hiring strategy to secure a diverse pool of elite technical talent across various experience levels.
Define the technical account management roadmap for our Elite accounts. Assess team capability, align technical skill sets with evolving IAM deployment models (SaaS, software, and co-managed environments), and implement scalable processes within the Customer Experience organization that can adapt as our customer base expands.
Oversee the delivery of architectural design reviews, operational health checks, and pre-launch risk assessments for critical identity milestones. Ensure your team drives root-cause analysis for major operational incidents and implements long-term preventative measures.
Build strong, long-term relationships with key customer stakeholders, including CISOs, CIOs, and Lead Identity Architects. Translate complex technical milestones into strategic security and business outcomes to cultivate deep executive trust.
Act as a critical bridge between customers and Ping’s internal teams. Partner closely with Customer Experience leaders, Account Executives (AEs), and Support teams to safeguard renewals, mitigate friction, and provide Product Management with structured feedback on feature requests and product direction.
Serve as the definitive escalation partner for high-impact customer friction and complex technical roadblocks. Proactively monitor account health indicators and relationship trends to get ahead of deployment risks, mobilizing cross-functional resolution efforts across Support, Product, and Engineering to protect trust and preserve our Elite partnerships.