Senior Enterprise Support Account Manager

Ping Identity Corporation; United States; On-site; 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 Corporation is seeking a Support Account Manager to drive high-touch engagements with our premier client base. A large portion of time will be client-facing, while the rest of the role focuses on improving internal processes and aligning engineer behavior to those processes.

You will monitor the health of premier accounts, educate customers on best practices, and coordinate post-mortem activities.

Qualifications

• 5+ years experience with enterprise-class software 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; keep a pulse on all matters as a key to success.

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/post-mortem activities and monitor trends to improve customer experience.
• Organize follow-the-sun handovers across regions.
• Collaborate with Engineers to relay customer priorities and contribute to process improvement.

Job description

Ping Identity Corporation is seeking a Support Account Manager to drive high-touch engagements with our premier client base. A large portion of time will be client-facing, while the rest of the role focuses on improving internal processes and aligning engineer behavior to those processes.

You will monitor the health of premier accounts, educate customers on best practices, and coordinate post-mortem activities.