Enterprise Support Account Manager - High-Touch

Ping Identity; Sydney Township (ND); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Generous PTO

Parental Leave

Healthcare options

Retirement programs

Education reimbursement

Commuter offset

Job summary

Ping Identity seeks a high-touch Support Account Manager to oversee premier client accounts, ensuring fast resolutions, SLA adherence, and proactive engagement with engineers and cross-functional teams.

The role emphasizes incident management, customer education, and process improvement, with a focus on maintaining strong client relationships and aligning internal processes to meet client needs.

Qualifications

• 5+ years of experience with enterprise-class software in a client-facing role.
• Excellent communication skills, both verbal and written.
• Ability to build quick trust with customers and provide dependable assistance.
• 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 health of premier accounts and learn historical feedback.
• Organize ongoing support case reviews and prioritization.
• Educate customers on best practices and learning opportunities.
• Ensure SLAs are met and communicate postmortem activities.
• Oversee cross-region handovers and coordinate with engineers on priorities.
• Improve internal processes and align engineer behavior to them.
• Manage on-call weekend rotation and escalation handling.
• Collaborate with Partner / PS / CS teams to strengthen relationships.

Skills

5+ years experience

Excellent communication

Rapport building

Organizational strategy

Incident management

Stakeholder management

Job description

Ping Identity seeks a high-touch Support Account Manager to oversee premier client accounts, ensuring fast resolutions, SLA adherence, and proactive engagement with engineers and cross-functional teams.

The role emphasizes incident management, customer education, and process improvement, with a focus on maintaining strong client relationships and aligning internal processes to meet client needs.