Technical Support Account Manager

  • Company:
    Ping Identity
  • Location:
  • Salary:
    negotiable / month
  • Job type:
  • Posted:
    6 hours ago
  • Category:

At Ping we’re committed to delivering an outstanding technical support service to our valued customer base. Our Technical Support Account Manager is a role which is focused on high touch engagements with our notable client base. Escalation calls and focus meetings thrive when using a consistent approach to promote fast resolution for customers’ core success. We need a technically and procedurally competent individual to manage both the customer base and our internal engineering team, so we collectively arrive at the best possible solution in the fastest time. A high proportion of your time will be client-facing, the remainder of your responsibilities focused on improving internal processes and aligning engineer behavior to them. You will report to the Vice-President, Global Technical Support.

You Will:

  • 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 understand customer priorities
  • Contribute to the management of working processes
  • Participate in Quality Calibration sessions
  • Critical Incident Management (Escalation Management)
  • Manager on-call weekend rotation
  • Work with other teams to strengthen Partner / PS / CS relationships
  • Create and refine process, ensure that Support team needs are met
  • Coordinate resources, providing internal and external executive communications
  • You Have:

  • 5+ years experience with enterprise-class software systems in a client-facing role.
  • Excellent communication skills, both verbal and written
  • 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
  • Desired Skills:

  • Technical knowledge of Enterprise-class AuthN, AuthZ, IAM, IDaaS, CIAM etc solutions
  • Application Lifecycle Management experience
  • Education Preference:

  • Bachelor’s Degree in Computer Science (or a related technical field) or equivalent experience
  • Our Benefits:

  • Open PTO
  • Parental Leave
  • Free Healthcare Option
  • Pet Insurance
  • 401(k) Match
  • Generous Holiday Schedule
  • Commuter Offset
  • Education Reimbursement
  • About Ping Identity:

    At Ping Identity, we’re changing the way people think about enterprise security technology. With our innovative Identity Defined Security platform, we’re helping to build a borderless world where people have total freedom to work wherever and however they want. Without friction. Without fear.

    We call this digital freedom. And it’s not just something we provide our customers. It’s something that drives our company. People don’t come here to join a culture that’s built on digital freedom. They come to cultivate it.

    We’re headquartered in Denver, Colorado, and we have offices and employees around the globe. And we serve the largest, most demanding enterprises worldwide, including over half of the Fortune 100. Because even in the most complex enterprise environments, security shouldn’t be a source of anxiety. It should be one of your greatest competitive advantages.

    Ping Identity is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

    Salary offers will be based on your qualifications.