Support Account Manager

📋 Description

• • As a Support Account Manager at Ping Identity, you will be instrumental in ensuring the success and satisfaction of our premier enterprise clients. This role is pivotal in bridging the gap between our sophisticated identity and access management solutions and the critical business needs of our customers. You will act as a dedicated advocate, providing high-touch engagement to foster strong relationships and drive optimal utilization of Ping Identity's platform. Your expertise will be crucial in navigating complex technical challenges, ensuring swift resolutions, and proactively identifying opportunities for clients to leverage our technology more effectively, thereby upholding Ping Identity's commitment to delivering seamless and secure digital experiences.
• • Your day-to-day responsibilities will encompass a broad range of client-facing and internal-facing activities designed to enhance the support experience. You will meticulously monitor the health and performance of key accounts, delving into historical feedback and client expectations to tailor your approach. A significant part of your role involves organizing and leading regular support case reviews, ensuring that all client issues are prioritized appropriately and addressed with urgency. You will proactively educate customers on best practices and emerging learning opportunities related to Ping Identity's solutions, empowering them to maximize their investment. Ensuring that customer needs are met and that all case Service Level Agreements (SLAs) are consistently achieved will be a primary focus. You will also oversee and communicate post-mortem activities for critical incidents, ensuring thorough analysis and implementation of preventative measures. By monitoring support trends, you will design and implement processes aimed at continuously improving the overall customer experience and internal support efficiency. Furthermore, you will organize seamless follow-the-sun handovers across different geographical regions to ensure continuous support coverage. You will collaborate closely with our internal Support Engineering teams, effectively relaying each customer’s unique priorities and technical requirements to ensure they receive the most relevant and effective solutions. A key aspect of your role will be contributing to the management and refinement of our internal working processes, ensuring they align with customer needs and operational excellence. You will be a central figure in Critical Incident Management, acting as a primary escalation point and driving resolution efforts. You will also participate in a manager on-call weekend rotation to provide critical support coverage. Additionally, you will work directly with other internal teams, including Partner, Professional Services (PS), and Customer Success (CS), to strengthen collaborative relationships and ensure a unified approach to client support. Your efforts will extend to creating and refining our support processes, ensuring that the Support team's needs are met and that we operate with maximum efficiency. Finally, you will coordinate resources effectively and provide clear, concise internal and external executive communications during critical situations.
• • Ping Identity is a leader in the intelligent, cloud identity platform space, enabling secure and seamless digital experiences for users worldwide. We are headquartered in Denver, Colorado, with a global presence, serving over half of the Fortune 100 companies. Our culture is built on the principle of 'digital freedom,' inspiring innovation and a collaborative, can-do spirit. We champion every identity, valuing individuality and empowering employees to bring their authentic selves to work. This role is part of a dedicated team committed to delivering outstanding technical support services to our valued customer base, ensuring their success with our cutting-edge cybersecurity and identity management solutions.
• • In this role, you will gain invaluable experience in enterprise-level customer relationship management within the cybersecurity and identity management sector. You will deepen your understanding of complex software systems and develop advanced skills in incident, problem, and change management. The opportunity to refine critical incident management processes and contribute to strategic improvements in support operations will significantly enhance your professional development. You will learn to effectively translate intricate technical issues into understandable terms for diverse audiences, honing your communication and stakeholder management abilities. By working closely with engineering, sales, and customer success teams, you will gain a holistic view of the customer lifecycle and develop a comprehensive understanding of enterprise software support, positioning you for future leadership opportunities within Ping Identity or the broader tech industry.