Support Account Manager

Ping Identity•Denver, CO

About The Position

The Support Account Manager provides high-touch support to notable enterprise customers, helping resolve customer issues quickly and coordinating customer needs with Ping Identity’s internal support engineering team. The role is primarily client-facing, with additional responsibility for improving internal processes and aligning support engineering practices. The Support Account Manager monitors premier account health, coordinates case reviews and prioritization, supports critical incident and escalation management, and communicates with customer and internal stakeholders. The position also works across regions and teams to improve customer experience and strengthen partner, professional services, and customer success relationships.

Requirements

At least 5 years of experience with enterprise-class software systems in a client-facing role.
Excellent verbal and written communication skills.
Ability to build rapport and quickly establish trust with customers.
Organizational skills to manage customer requests and follow through.
Experience with incident management, problem management, and change management.
Experience with queue management and knowledge of support organizations.
Experience managing internal and external account stakeholders in critical situations.
Ability to translate complex technology issues for a broader audience.

Responsibilities

Monitor the health of premier accounts and learn each account’s historical feedback and expectations.
Organize ongoing support case reviews and ensure cases are prioritized.
Educate customers on best practices and learning opportunities.
Ensure customer needs and case service-level agreements are met.
Oversee and communicate post-mortem activities.
Monitor trends and design processes to improve the customer experience.
Organize follow-the-sun handovers across regions.
Work with engineers to communicate each customer’s unique priorities.
Contribute to the management of working processes, including critical incident and escalation management.
Participate in a manager on-call weekend rotation.
Work directly with other teams to strengthen partner, professional services, and customer success relationships.
Create and refine processes to ensure the Support team’s needs are met.
Coordinate resources and provide internal and external executive communications.
Provide oversight and management of tasks, maintain awareness of account matters, and approach problems methodically by understanding the customer, problem, and impact.