Technical Account Manager

📋 Description

• • As a Technical Account Manager (TAM) at Ping Identity, you will be instrumental in ensuring the success of our clients by optimizing their experience and adoption of Ping's comprehensive identity solutions. This pivotal role within the Global Support Organization bridges the gap between our customers and various internal teams, including Support, Engineering, and Product Management. Your primary objective is to guide clients through their journey from initial purchase to full production deployment, ensuring they derive maximum value from their investment in Ping's intelligent, cloud identity platform. You will act as a trusted advisor, providing strategic technical recommendations and best practices tailored to each customer's unique identity and security landscape, thereby fostering deep customer loyalty and retention.
• • Your day-to-day responsibilities will be multifaceted, encompassing proactive engagement and reactive support to meet diverse client needs. You will provide clients with expert technical recommendations and best practices for leveraging Ping solutions, aligning with their specific identity and security requirements. A key aspect of your role involves facilitating visibility into Ping's product roadmap, educating customers on upcoming features and enhancements, and gathering their valuable feedback to inform future product development. You will offer hands-on, over-the-shoulder configuration assistance for various features and workflows, empowering clients to effectively utilize the platform. Regular business reviews with customer leadership will be conducted to demonstrate success against agreed-upon goals and performance metrics. Furthermore, you will play a crucial role in planning and strategizing customer roll-outs and upgrades, ensuring seamless platform adoption and minimizing disruption. To further enhance customer proficiency, you will provide ad-hoc training sessions focused on the most critical areas identified by the client. In situations requiring urgent attention, you will engage in the escalation and prioritization of support tickets submitted by clients within your program. You will also be responsible for delivering compelling product demonstrations of Ping technologies, showcasing their capabilities and benefits. A significant part of your role involves coordinating closely with various Ping Identity teams, including Support, Engineering, and Product Management, to ensure that all customer needs are effectively addressed and resolved in a timely manner. You will act as a liaison and escalation point of contact, occasionally requiring availability during off-hours to support critical customer upgrades or implementations of Ping products. Ultimately, your ability to manage ongoing customer needs effectively will directly drive high customer retention and loyalty.
• • Ping Identity is a leader in the cybersecurity space, dedicated to making digital experiences secure and seamless for all users. Our intelligent, cloud identity platform empowers businesses and individuals to interact securely and frictionlessly in the digital world. 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 our employees to cultivate it both internally and externally. We champion every identity, celebrating differences and empowering individuals to bring their authentic selves to work through our core value of 'Respect Individuality.' This commitment to diversity and inclusion is reflected in our global operations and our dedication to building a collaborative and innovative work environment.
• • In this role, you will have the opportunity to deepen your expertise in identity and access management solutions, becoming a subject matter expert in Ping's product suite. You will gain invaluable experience in managing complex enterprise client relationships, understanding their strategic business objectives, and aligning technical solutions to meet those goals. You will develop advanced skills in technical consultation, strategic planning, and cross-functional team collaboration. By providing direct feedback to Product Management, you will influence the future direction of Ping's innovative products and enhancements. This position offers a unique chance to contribute to the success of a rapidly growing company at the forefront of cybersecurity, while also fostering your professional growth and career development within a supportive and dynamic team.