Support Account Manager

Ping Identity•Denver, CO

10h•$100,000 - $115,000

About The Position

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. At Ping we're committed to delivering an outstanding technical support service to our valued customer base. Our Support Account Manager is a role which is 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, the remainder of your responsibilities focused on improving internal processes and aligning engineer behavior to them.

Requirements

5+ years experience with enterprise-class software systems in a client-facing role.
Excellent communication skills, both verbal and written
Utilize an extreme rapport-building approach to quickly establish trust with customers and provide assistance they can count on
An organizational strategy to approach and manage each customer’s asks and a duty to 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
Ease in translating complex technology issues and communicate to broader audience
Provide oversight and management on tasks Be able to keep a pulse on all matters is a key to success
Approach problems methodically. Understand the customer, the problem, and impact

Responsibilities

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 activitiesMonitor trends and design processes to improve customers' experience
Organize follow-the-sun handovers across regions
Work with Engineers to help relay each customer’s unique prioritiesContribute to the management of working processes
Critical Incident Management (Escalation Management)Manager on-call weekend rotationWork directly with other teams to strengthen
Partner / PS / CS relationshipsCreate and refine our process, ensuring that Support team needs are metCoordinate resources, providing internal and external executive communications