Escalation Manager

Ping Identity; United States; Remote; USD 130,000 - 150,000; Full time

Job summary

A leading identity management company is seeking an Escalations Manager to manage complex customer issues, ensuring timely resolutions and maintaining customer trust. Ideal candidates have a background in technical support with an emphasis on cybersecurity, coupled with strong communication skills. This position emphasizes cross-functional collaboration and proactive problem resolution in a fast-paced environment.

Benefits

Flexible work environment

Collaborative workplace

Startup culture values

Qualifications

• 5+ years in an enterprise technical support organization.
• At least 2 years managing escalations in a cybersecurity context.
• Exceptional communication skills and experience with executive-level management.

Responsibilities

• Act as primary point of contact for all customer escalations.
• Lead cross-functional initiatives to resolve complex issues.
• Communicate status updates to customers and internal teams.

Skills

Customer relationship management

Incident resolution

Cross-functional collaboration

Data-driven decision-making

Conflict resolution

Tools

Salesforce Service Cloud

Jira

Job description

Overview

At Ping Identity, we believe in making digital experiences both secure and seamless for all users. Our intelligent, cloud identity platform enables people to shop, work, bank, and interact wherever and however they want, with minimal friction and maximum security.

We are seeking an experienced and proactive Escalations Manager to join our Global Support Organization. This role is critical in ensuring customer satisfaction by managing and resolving complex technical issues escalated from our customers or internal stakeholders. You will act as the bridge between customers, internal teams, and executive management, driving resolution and maintaining trust with our customers while contributing to continuous improvement efforts.

We are headquartered in Denver, Colorado, with offices and employees around the globe. Ping Identity serves large, demanding enterprises worldwide, including more than half of the Fortune 100, and we are changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management.

Salary Range USA: $130,500.00 - $150,000.00. Final compensation will be determined by factors such as knowledge, skills, and abilities in accordance with applicable law.

Life at Ping: We foster a flexible, collaborative environment and maintain startup values while growing quickly. We hire talented, smart, fun, and genuinely nice people who contribute to our success.

Responsibilities

• Act as the primary point of contact for all customer escalations, ensuring timely and satisfactory resolution.
• Facilitate high-priority incidents and serve as the primary customer contact during these events.
• Lead cross-functional initiatives to address and resolve complex issues within high-risk accounts, ensuring timely and effective escalation resolution.
• Triage, prioritize, and assign escalations to appropriate teams while maintaining accountability.
• Develop and execute detailed action plans for resolving escalated issues, coordinating with cross-functional teams.
• Build strong relationships with key customer stakeholders to restore confidence and trust during escalations.
• Proactively communicate status updates and resolution plans to customers and internal teams.
• Ensure customer feedback from escalations is documented and shared with relevant stakeholders.
• Gain a deep understanding of Ping’s products and services to effectively address technical issues.
• Analyze trends in escalations to identify systemic issues and recommend product, process, and support improvements.
• Conduct post-mortem reviews for major incidents, documenting lessons learned and implementing preventive measures.
• Track and report on key metrics such as escalation response times, resolution, and customer satisfaction scores.
• On-call may be a requirement for this position.

Qualifications

• 5+ years in an enterprise technical support organization, with at least 2 years managing escalations, preferably in cybersecurity.
• Proven track record of resolving high-impact customer issues and managing critical incidents.
• Exceptional communication skills with experience communicating regularly with executive-level management.
• Understanding of SaaS organizational and operational constructs including Product, Engineering, Support, Customer Success, Sales, and Professional Services.
• Ability to quickly establish trust and influence others, internally and externally; ability to handle conflict and drive decisions with input from multiple parties.
• Strong data-driven decision-making skills and a process-oriented mindset.
• Knowledge of Lean, Six Sigma, and continuous improvement approaches.
• Ability to identify risks and dependencies and implement mitigation plans.
• Adaptability, flexibility, and a customer-centric approach.
• Familiarity with support tools such as Salesforce Service Cloud and Jira.

Equal Opportunity and Privacy

Ping Identity is 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 law.

We may collect information from applicants as part of the hiring process and will handle it in accordance with Ping Identity’s privacy statement.

Voluntary Self-Identification

Voluntary self-identification information may be requested for government reporting purposes. This information is confidential and will not influence hiring decisions. Providing this information is voluntary.