Remote Enterprise Support Account Manager

Ping Identity; United States; Remote; 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 to engage with premier accounts, manage escalations, and drive fast resolutions. You will collaborate with internal teams to ensure customer success and align processes with SLAs.

The role requires 5+ years in enterprise software support, exceptional communication, and the ability to manage multiple stakeholders in high-pressure situations. Remote-friendly with Denver-area reference and weekend on-call rotation.

Qualifications

• 5+ years experience with enterprise-class software systems in a client-facing role.
• Excellent communication skills, both verbal and written.
• Utilize an extreme rapport-building approach to quickly establish trust with customers and provide assistance they can count on
• An organizational strategy to approach and manage each customer’s asks and a duty to follow through
• Incident Management, Problem Management and Change Management experience
• Experience with queue management and knowledge of support organization
• Experience managing internal and external account stakeholders in critical situations
• Ease in translating complex technology issues and communicate to broader audience
• Provide oversight and management on tasks Be able to keep a pulse on all matters is a key to success
• Approach problems methodically. Understand the customer, the problem, and impact

Responsibilities

• Monitor the health of premier accounts.
• Learn the historical feedback and expectations
• Organize ongoing support case reviews and ensure prioritization
• Educate customers on best practices and learning opportunities
• Ensure customer needs and case Service level agreements are met
• Oversee / communicate post mortem activities
• Monitor trends and design processes to improve customers' experience
• Organize follow-the-sun handovers across regions
• Work with Engineers to help relay each customer’s unique priorities
• Contribute to the management of working processes
• Critical Incident Management (Escalation Management)
• Manager on-call weekend rotation
• Work directly with other teams to strengthen Partner / PS / CS relationships
• Create and refine our process, ensuring that Support team needs are met
• Coordinate resources, providing internal and external executive communications

Skills

Enterprise software experience

Client-facing

Excellent communication

Rapport building

Organizational planning

Incident/Problem/Change mgmt

Stakeholder management

Translate complex tech

Job description

Ping Identity is seeking a Support Account Manager to engage with premier accounts, manage escalations, and drive fast resolutions. You will collaborate with internal teams to ensure customer success and align processes with SLAs.

The role requires 5+ years in enterprise software support, exceptional communication, and the ability to manage multiple stakeholders in high-pressure situations. Remote-friendly with Denver-area reference and weekend on-call rotation.