Premier Enterprise Support Account Manager

Ping Identity; Denver (CO); On-site; USD 90,000 - 105,000; Full time

Benefits offered by this job

Flexible work environment

Employee Resource Groups

PTO & Holidays

Healthcare options

Retirement programs

Education reimbursement

Commuter offset

Job summary

Ping Identity is hiring a Support Account Manager in Colorado to lead high-touch engagements with premier clients. The role blends customer-facing work with internal process improvements, ensuring SLAs are met and incidents are managed efficiently.

You will monitor account health, organize case reviews, educate customers, and coordinate cross-team efforts across regions. A strong communicator with 5+ years in enterprise software is essential.

Qualifications

• 5+ years experience with enterprise-class software systems in a client-facing role.
• Excellent communication skills, both verbal and written.
• Ability to quickly establish trust with customers and provide reliable assistance.
• Organizational approach to manage each customer’s asks and follow through.
• Experience in Incident, Problem and Change Management and queue management.

Responsibilities

• Monitor the health of premier accounts.
• Learn the historical feedback and expectations.
• Organize ongoing support case reviews and prioritize.
• Educate customers on best practices and learning opportunities.
• Ensure customer needs and case SLAs are met.
• Oversee/post-mortem activities and drive process improvements.
• Organize follow-the-sun handovers across regions.
• Collaborate with Engineers to relay customer priorities and improve processes.
• Manage escalation and incident handling.
• Support on-call weekend rotation.
• Coordinate with Partner / PS / CS teams and refine internal processes.

Skills

Enterprise software experience

Client-facing

Excellent communication

Relationship management

Incident management

Queue management

Cross-team collaboration

Job description

Ping Identity is hiring a Support Account Manager in Colorado to lead high-touch engagements with premier clients. The role blends customer-facing work with internal process improvements, ensuring SLAs are met and incidents are managed efficiently.

You will monitor account health, organize case reviews, educate customers, and coordinate cross-team efforts across regions. A strong communicator with 5+ years in enterprise software is essential.