Customer Success Executive

Ping Identity; United States; On-site; USD 120,000 - 135,000; Full time

Benefits offered by this job

Generous PTO & Holiday Schedule

Parental Leave

Progressive Healthcare Options

Retirement Programs

Education Reimbursement

Commuter Offset

Job summary

Ping Identity is seeking a senior Customer Success professional to steward strategic enterprise accounts across the Ping platform. You will own onboarding, adoption, advocacy, and success plans while translating technical capabilities into tangible business outcomes for customers.

Collaborate with Product and Engineering to resolve complex needs, analyze usage trends, and drive value. Expected travel to customer sites and occasional after-hours coverage.

Qualifications

• Minimum of 10 years in customer success/experience.
• Experience in consulting/IT system implementation, preferably cloud or identity management.
• Strong technical aptitude to learn use cases and architectures for Ping solutions.
• Proven track record of issue resolution and advocacy for customers.
• Experience with enterprise customers.
• Knowledge of SDLC and design methodologies.
• Exceptional communication and presentation skills.
• Ability to translate technical concepts into business terms for customers.
• Strong technical and leadership skills.
• Curious and proactive in uncovering adoption blockers and risks.
• Experience with SFDC, Gainsight, or equivalent CRM systems.
• Solid understanding of cloud solutions.

Responsibilities

• Acting as a point of contact for major customer incidents, managing expectations and communications through resolution.
• Analyzing customer data to identify technical trends and risks.
• Advocating for customer needs internally.
• Monitoring adoption and utilization trends with recommendations.
• Providing proactive guidance on Ping's features.
• Owning onboarding, adoption, and advocacy across a portfolio of customers.
• Developing and delivering success plans identifying stakeholders, milestones, metrics, and risks.
• Leading technically complex customer issues from start to finish.
• Collaborating with Product and Engineering to resolve needs or projects.
• Driving business value by defining desired outcomes and maximizing value across the Ping platform.
• Leveraging Ping solutions to provide high-level technical advisement.
• Discussing IAM best practices across on-premise, hybrid cloud deployments.
• Engaging with technical and business owners at all levels, including C-level.
• Occasionally traveling to customer sites and after-hours coverage as needed.
• Willingness to be a hands-on contributor.

Skills

Customer Success

Communication skills

Leadership

Analytical skills

Technical aptitude

Enterprise experience

Tools

SFDC

Gainsight

Job description

About Ping Identity

At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it.

About Ping Identity

At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it. Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear. While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. We champion every identity. One of our core values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to work. We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management.

Job Responsibilities

• Acting as a point of contact for any major customer incidents, being responsible for managing expectations and communications through resolution.
• Analyzing customer data such as support cases, survey responses, and renewal behaviors to identify technical trends and risks.
• Acting as the voice of the customer internally to advocate for their needs.
• Monitor and identify adoption and utilization trends, providing recommendations based on risk and customer needs.
• Providing proactive guidance on Ping's features based on the customer's interests and business objectives.
• Own the ultimate responsibility for the customer's onboarding, adoption, and advocacy across a portfolio of customers.
• Developing and delivering "success plans" that identify technical stakeholders, milestones, metrics, and risks for key customers.
• Leading technically complex customer issues from start to finish and identifying opportunities for new solutions.
• Collaborating with cross-functional teams (including Product and Engineering) to help resolve customer needs or projects.
• Driving business value for customers by partnering with them to define desired business outcomes, focusing on maximizing value realization across the Ping platform.
• Leveraging multiple Ping solutions to provide high-level technical advisement to customers.
• Discussing IAM best practices within on-premise, hybrid cloud, and on-premise infrastructures where deployment complexity is high.
• Engaging with technical and business owners at all levels on the customer side.
• Communicating and influencing effectively at all levels of the organization, including C-level.
• Occasionally traveling to customer sites and being available for some after-hours or weekend coverage as needed.
• Willingness to be a hands-on contributor.

Qualifications

• A minimum of 10 years of related experience in Customer Success / Experience.
• Experience in consulting and implementation of IT systems, preferably cloud service and/or identity management.
• A strong technical aptitude to learn customer use cases and architectural requirements for Ping solutions.
• Proven track record of driving issues to resolution and advocating on behalf of a customer.
• Experience working with enterprise-level customers.
• Knowledge of the software development process and design methodologies.
• Exceptional communication and presentation skills.
• The ability to analyze technical concepts and translate them into business terms, as well as explain complex technical concepts to customers.
• A strong combination of technical and leadership skills.
• A naturally curious and proactive approach to uncovering adoption blockers and risks.
• Experience with SFDC, Gainsight, or equivalent CRM systems.
• Solid technical understanding of Cloud Solutions.

Salary Range: $120,000 - $135,000 + variable pay

In accordance with Colorado’s Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities.

Life at Ping

We believe in and facilitate a flexible, collaborative work environment. We’re growing quickly, but remain true to the innovative, can-do startup values that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that’s who we want to succeed with every day.

Here are just a few of the things that make Ping special

• 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

Our Benefits

• Generous PTO & Holiday Schedule
• Parental Leave
• Progressive Healthcare Options
• Retirement Programs
• Opportunity for Education Reimbursement
• Commuter Offset (Specific locations)

Ping is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone’s individuality is respected and everyone has an Identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self.

We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.