Ping Identity

Support Account Manager

Ping Identity

full-time

Posted on:

Location Type: Remote

Location: Colorado • United States

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Salary

💰 $100,000 - $115,000 per year

About the role

  • 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 activities
  • Monitor 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 priorities
  • Contribute to the management of working processes
  • Critical Incident Management (Escalation Management)
  • Manager on-call weekend rotation
  • Work directly with other teams to strengthen

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
Benefits
  • Generous PTO & Holiday Schedule
  • Parental Leave
  • Progressive Healthcare Options
  • Retirement Programs
  • Opportunity for Education Reimbursement
  • Commuter Offset (Specific locations)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Incident ManagementProblem ManagementChange Managementqueue managemententerprise-class software systems
Soft Skills
communication skillsrapport-buildingorganizational strategyproblem-solvingcustomer service