Technical Account Manager

📋 Description

• • As a Technical Account Manager (TAM) at Ping Identity, you will be a pivotal member of the Global Support Organization, dedicated to ensuring the success of our new and existing clients with their Ping solutions. Your role is crucial in bridging the gap between our cutting-edge identity and access management technology and the diverse needs of our enterprise customers, ensuring they derive maximum value and achieve seamless digital experiences. You will be the trusted technical advisor, guiding customers from the initial purchase through to full production deployment and ongoing optimization, ultimately driving customer satisfaction, retention, and loyalty.
• • In this dynamic role, your day-to-day responsibilities will encompass a broad spectrum of technical and client-facing activities. You will provide expert technical recommendations and articulate best practices for Ping solutions, tailoring advice to each customer's unique identity and security landscape. A key aspect of your role will involve facilitating visibility into Ping Identity's product roadmap, proactively educating and engaging customers on upcoming features and enhancements that can further benefit their operations. You will offer hands-on, over-the-shoulder configuration assistance for various features and user flows, empowering clients to effectively utilize the platform. Regular business reviews with customer leadership will be conducted to demonstrate progress against agreed-upon goals and performance metrics, ensuring alignment and highlighting the value Ping Identity delivers. You will play an integral part in planning and strategizing customer roll-outs and platform upgrades, ensuring smooth adoption and minimal disruption. To further enhance customer capabilities, you will provide ad-hoc training sessions focused on the most critical areas identified by the client. You will also be involved in the escalation and prioritization of support tickets generated by your clients, acting as a key liaison to ensure timely and effective resolution. Conducting product demonstrations of Ping technologies will be another facet of your role, showcasing the power and versatility of our offerings. A significant part of your success will depend on your ability to coordinate effectively with various internal Ping Identity teams, including Support, Engineering, and Product Management, to ensure all customer needs are comprehensively addressed and resolved. You will serve as a vital feedback loop to the Product Management team, relaying trends and specific customer requirements to influence future product development and enhancements. In critical situations, such as customer upgrades or major implementations, you may require occasional availability during off-hours to act as a primary liaison or escalation point of contact, ensuring the continuity and success of these high-stakes events. Ultimately, your overarching responsibility is to manage ongoing customer needs with exceptional effectiveness, fostering strong relationships that drive high customer retention and unwavering loyalty.
• • Ping Identity is a leader in the identity and access management space, dedicated to making digital experiences secure and seamless for all users. Our intelligent, cloud identity platform empowers businesses and individuals to interact, work, and transact securely and without friction. 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,' which extends to our employees, fostering an environment where they can cultivate their authentic selves and do their best work. We champion individuality and celebrate differences, believing that a diverse workforce is essential to innovation and success. Our commitment to protecting digital identities is mirrored by our dedication to protecting individual identities within our company.
• • In this role, you will have the opportunity to deepen your expertise in identity and access management solutions, becoming a go-to technical authority for enterprise clients. You will gain invaluable experience in managing complex customer relationships, navigating technical challenges, and influencing product roadmaps. By successfully guiding customers through their adoption and optimization journeys, you will contribute directly to their business outcomes and build a strong reputation as a trusted advisor. This position offers significant potential for professional growth within Ping Identity's Global Support Organization, with opportunities to expand your technical skillset and leadership capabilities in a rapidly evolving cybersecurity landscape.