Support Account Manager
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Job Description
Support Account Manager overseeing premier enterprise accounts for Ping Identity’s cloud identity platform. Managing escalations, SLAs, incidents, and support processes to improve customer outcomes.
Responsibilities:
- Monitor the health of premier accounts
- Learn historical customer 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 and communicate post-mortem activities
- Monitor trends and design processes to improve customer experience
- Organize follow-the-sun handovers across regions
- Work with Engineers to relay each customer’s unique priorities
- Contribute to management of working processes
- Manage critical incidents and escalations
- Participate in manager on-call weekend rotation
- Work directly with other teams to strengthen Partner, PS, and CS relationships
- Create and refine processes to ensure Support team needs are met
- Coordinate resources and provide internal and external executive communications
Requirements:
- 5+ years experience with enterprise-class software systems in a client-facing role.
- Excellent communication skills, both verbal and written
- Extreme rapport-building approach to quickly establish trust with customers
- Organizational strategy to approach and manage each customer’s asks and 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
- Ability to translate complex technology issues and communicate to broader audiences
- Ability to provide oversight and management on tasks
- Ability to keep a pulse on all matters
- Methodical approach to problems, understanding the customer, problem, and impact
Benefits:
- Flexible, collaborative work environment
- Company culture that empowers employees to do their best work
- Employee Resource Groups
- 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)
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