Enterprise Support Account Manager – Client Success

OpenKrill; United States; On-site; USD 90,000 - 105,000; Full time

Benefits offered by this job

Generous PTO & Holiday Schedule

Parental Leave

Progressive Healthcare Options

Retirement Programs

Education Reimbursement

Commuter Offset (Specific locations)

Job summary

Ping Identity is seeking a Support Account Manager in Colorado to focus on high-touch engagements with premier accounts and internal support engineering alignment. You will monitor account health, prioritize cases, and educate customers on best practices to ensure service levels are met.

The role emphasizes cross-functional collaboration with engineers, incident management, and resilient communication with clients, partners, PS, and CS teams, while contributing to process improvements and

Qualifications

• 5+ years of experience with enterprise-class software systems in a client-facing role.
• Excellent communication skills, both verbal and written.
• Extreme rapport-building to quickly establish trust with customers.
• Organizational approach to manage each customer's requests and follow through.
• Experience with Incident, Problem and Change Management.
• Experience managing internal and external account stakeholders in critical situations.

Responsibilities

• Monitor the health of premier accounts.
• Learn historical feedback and expectations.
• Organize ongoing support case reviews and ensure prioritization.
• Educate customers on best practices and learning opportunities.
• Ensure customer needs and SLAs are met.
• Oversee post-mortem activities and design process improvements.
• Coordinate cross-region handovers and collaboration with engineers.
• Manage on-call weekend rotation and critical incident management.

Skills

Enterprise software

Client-facing

Communication

Incident management

Stakeholder management

Problem solving

Job description

Ping Identity is seeking a Support Account Manager in Colorado to focus on high-touch engagements with premier accounts and internal support engineering alignment. You will monitor account health, prioritize cases, and educate customers on best practices to ensure service levels are met.

The role emphasizes cross-functional collaboration with engineers, incident management, and resilient communication with clients, partners, PS, and CS teams, while contributing to process improvements and