Technical Account Manager

Ping Identity•Atlanta, GA

22d

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. As a Technical Account Manager (TAM), you will be responsible for working with new and existing clients to ensure that they are successful with their Ping solutions. As part of the company’s Global Support Organization, you will work with a variety of cross functional teams at Ping to ensure a client’s journey from purchase to production is smooth and well managed. You will partner with the customer to ensure each customer is fully optimized on their existing deployed solutions. In summary, your job is to ensure that you deliver value to our customers.

Requirements

Understanding of Java and knowledge of web technologies
Must have a minimum of 5 years’ enterprise customer facing experience in a Customer Success, Sales Engineering, Support or Professional Services role
Strong verbal and written communication skills
Strong organizational skills
Experience with SFDC or equivalent CRM systems
Ability to manage proactive and reactive tasks effectively
Proven track record in managing relationships with large enterprise clients
Experience with Identity Management, Access Management or Federation
On-call may be a requirement for this position

Nice To Haves

Experience with Ping Identity solutions and APIs
Experience with Windows and Linux operating systems
General networking knowledge of protocols like HTTP/S, TCP/IP
General knowledge of protocols such as SAML, OAuth, or OpenID Connect is a plus
Bachelor’s Degree in Computer Science or equivalent experience

Responsibilities

Provide clients with technical recommendations and best practices for Ping solutions based on their identity and security needs
Facilitate visibility into company’s product roadmap to help educate and engage customers
Assist with over-the-shoulder configuration help on features and flows
Coordinate and conduct business reviews with customer leadership to highlight success against goals/performance
Assistance in planning, strategizing roll-outs and upgrades for platform adoption by the customer
Provide customers with ad-hoc training to help build the skills in the 'most needed' areas
Engage in the escalation and priority of support tickets created by clients in the program as needed
Provide product demonstrations of Ping technologies
Coordinate with other Ping Identity teams – including Support, Engineering and Product Management teams – to ensure customer needs are being addressed and resolved
Provide feedback to Product Management for future products or enhancements based on trends and requirements
Occasional availability during off-hours to act as a liaison or escalation point of contact due to your customers upgrade or critical implementation of Ping products
Manage ongoing customer needs effectively to ultimately drive high customer retention and loyalty