Principal Customer Success Manager
Content Conspiracy
full-time
Posted on:
Location Type: Remote
Location: Remote • Washington • 🇺🇸 United States
Visit company websiteSalary
💰 $124,500 - $132,750 per year
Job Level
Lead
Tech Stack
CloudSFDC
About the role
- Act as a point of contact for any major customer incidents, managing expectations and communications through resolution
- Analyze customer data such as support cases, survey responses, and renewal behaviors to identify technical trends and risks
- Act as the voice of the customer internally to advocate for their needs
- Monitor and identify adoption and utilization trends, providing recommendations based on risk and customer needs
- Provide proactive guidance on Ping's features based on the customer's interests and business objectives
- Own the ultimate responsibility for the customer's onboarding, adoption, and advocacy across a portfolio of customers
- Develop and deliver "success plans" that identify technical stakeholders, milestones, metrics, and risks for key customers
- Lead technically complex customer issues from start to finish and identify opportunities for new solutions
- Collaborate with cross-functional teams (including Product and Engineering) to help resolve customer needs or projects
- Drive business value for customers by partnering with them to define desired business outcomes and maximize value realization across the Ping platform
- Leverage multiple Ping solutions to provide high-level technical advisement to customers
- Discuss IAM best practices within on-premise, hybrid cloud, and on-premise infrastructures where deployment complexity is high
- Engage with technical and business owners at all levels on the customer side
- Communicate and influence effectively at all levels of the organization, including C-level
- Occasionally travel to customer sites and be available for some after-hours or weekend coverage as needed
- Be a hands-on contributor
Requirements
- A minimum of 10 years of related experience in Customer Success / Experience
- Experience in consulting and implementation of IT systems, preferably cloud service and/or identity management
- A strong technical aptitude to learn customer use cases and architectural requirements for Ping solutions
- Proven track record of driving issues to resolution and advocating on behalf of a customer
- Experience working with enterprise-level customers
- Knowledge of the software development process and design methodologies
- Exceptional communication and presentation skills
- Ability to analyze technical concepts and translate them into business terms
- A strong combination of technical and leadership skills
- A naturally curious and proactive approach to uncovering adoption blockers and risks
- Experience with SFDC, Gainsight, or equivalent CRM systems
- Solid technical understanding of Cloud Solutions
- Willingness to travel to customer sites occasionally and provide some after-hours or weekend coverage as needed
- Willingness to be a hands-on contributor
Benefits
- Generous PTO & Holiday Schedule
- Parental Leave
- Progressive Healthcare Options
- Retirement Programs
- Opportunity for Education Reimbursement
- Commuter Offset (Specific locations)
- Competitive benefits and perks
- Regular company and team bonding events
- Employee Resource Groups that create a sense of belonging
- Global volunteering and community initiatives
- Flexible, collaborative work environment
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer data analysistechnical trend identificationonboardingadoptionadvocacysuccess plans developmentissue resolutioncloud service implementationidentity managementsoftware development process
Soft skills
communicationinfluenceleadershipproactive approachcuriositypresentation skillscustomer advocacycollaborationanalytical skillsstakeholder engagement