Support Account Manager

Ping Identity•Denver, CO

7d•$90,000 - $105,000

About The Position

At Ping Identity, the Support Account Manager provides high-touch technical support engagements for notable enterprise customers. The role manages customer relationships and the internal support engineering team to promote timely resolution of customer issues. Much of the work is client-facing, with the remainder focused on improving internal processes and aligning engineering practices to them. The position monitors premier-account health, manages escalations and support-case reviews, coordinates resources and communications, and works across teams to improve customer experience and support delivery. The role also participates in a manager on-call weekend rotation.

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, problem, 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 broader audiences.
Ability to oversee and manage tasks while maintaining awareness of ongoing matters.
Methodical problem-solving skills, including understanding the customer, the problem, and its impact.

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 and refine processes to meet Support team needs.
Manage critical incidents and escalations.
Participate in a manager on-call weekend rotation.
Work with other teams to strengthen Partner, PS, and CS relationships.
Coordinate resources and provide internal and external executive communications.