Escalation Manager
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Job Description
Escalation Manager resolving complex customer incidents for Ping Identity’s cloud identity platform. Coordinating support, engineering, executives, and customers to restore trust and improve processes.
Responsibilities:
- Act as the primary point of contact for customer support case escalations, ensuring timely and satisfactory resolution
- Facilitate high-priority incidents and act as the primary customer contact
- Manage communications to customers and internal executive teams during product incidents
- Lead cross-functional initiatives to resolve complex issues within high-risk accounts
- Triage, prioritize and assign escalations to appropriate teams while maintaining accountability
- Develop and execute action plans for resolving escalated issues with cross-functional teams
- Build relationships with key customer stakeholders to restore confidence and trust
- Communicate status updates and resolution plans to customers and internal teams
- Document and share customer feedback from escalations
- Develop deep understanding of Ping’s products and services to address technical issues
- Analyze escalation trends and recommend improvements to products, processes and support methodologies
- Conduct post-mortem reviews for major incidents and implement preventive measures
- Track and report escalation response times, resolution metrics and customer satisfaction scores
- Participate in on-call coverage
Requirements:
- 5+ years of experience in an enterprise technical support organization, with at least 2 years managing escalations, preferably in cybersecurity
- Proven track record of resolving high-impact customer issues and managing critical incidents
- Exceptional communication skills with experience in communicating regularly with executive level management
- Understanding of SaaS organizational and operational constructs including Product, Engineering, Support, Customer Success, Sales, and Professional Services
- Ability to quickly establish trust and to influence others, both internally and externally
- Ability to handle conflict and drive agreement on decisions for which conflicting opinions and input exist
- Strong data-driven decision making skills, and process oriented mindset
- Ability to identify risks and dependencies and put in place plans to mitigate them
- Adaptability, flexibility and a customer-centric mentality
- Familiarity with Salesforce Service Cloud, Jira and Slack
- On-call is a requirement for this position
Benefits:
- A company culture that empowers you to do your best work
- Employee Resource Groups that create a sense of belonging for everyone
- Regular company and team bonding events
- Competitive benefits and perks
- Global volunteering and community initiatives
- Generous PTO & Holiday Schedule
- Parental Leave
- Progressive Healthcare Options
- Retirement Programs
- Opportunity for Education Reimbursement
- Commuter Offset (Specific locations)
- Flexible, collaborative work environment
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