Escalations Manager: Enterprise Support & Incidents
OpenKrill
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Benefits offered by this job
Job summary
Ping Identity is seeking an experienced Escalations Manager to join our Global Support Organization. You will be the bridge between customers, internal teams, and executive management, driving timely resolution of complex issues and maintaining trust with our clients.
The role requires 5+ years in enterprise technical support, strong communication with executive stakeholders, and a keen ability to manage high-risk accounts while coordinating cross-functional teams to improve products and
Qualifications
- 5+ years in an enterprise technical support org with escalations experience.
- Proven track record of resolving high-impact customer issues and incidents.
- Exceptional communication with executive leadership.
Responsibilities
- Act as the primary contact for escalations, ensuring timely resolution.
- Lead high-priority incidents and coordinate with customers and executives.
- Communicate status to customers and internal teams during incidents.
- Coordinate cross-functional teams to resolve escalations and document lessons learned.
- Develop action plans and track progress to restore customer trust.
Skills
Tools
Job description
Ping Identity is seeking an experienced Escalations Manager to join our Global Support Organization. You will be the bridge between customers, internal teams, and executive management, driving timely resolution of complex issues and maintaining trust with our clients.
The role requires 5+ years in enterprise technical support, strong communication with executive stakeholders, and a keen ability to manage high-risk accounts while coordinating cross-functional teams to improve products and
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