Support Account Manager

Ping Identity; Sydney Township (ND); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Generous PTO

Parental Leave

Healthcare options

Retirement programs

Education reimbursement

Commuter offset

Job summary

Ping Identity seeks a high-touch Support Account Manager to oversee premier client accounts, ensuring fast resolutions, SLA adherence, and proactive engagement with engineers and cross-functional teams.

The role emphasizes incident management, customer education, and process improvement, with a focus on maintaining strong client relationships and aligning internal processes to meet client needs.

Qualifications

• 5+ years of experience with enterprise-class software in a client-facing role.
• Excellent communication skills, both verbal and written.
• Ability to build quick trust with customers and provide dependable assistance.
• Organizational approach to manage each customer’s requests and follow through.
• Experience with Incident, Problem, and Change Management.
• Experience managing internal and external account stakeholders in critical situations.

Responsibilities

• Monitor health of premier accounts and learn historical feedback.
• Organize ongoing support case reviews and prioritization.
• Educate customers on best practices and learning opportunities.
• Ensure SLAs are met and communicate postmortem activities.
• Oversee cross-region handovers and coordinate with engineers on priorities.
• Improve internal processes and align engineer behavior to them.
• Manage on-call weekend rotation and escalation handling.
• Collaborate with Partner / PS / CS teams to strengthen relationships.

Skills

5+ years experience

Excellent communication

Rapport building

Organizational strategy

Incident management

Stakeholder management

Job description

About Ping Identity:

At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it.

Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear.

While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture.We champion every identity. One of our core values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to work.

We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management.

At Ping we're committed to delivering an outstanding technical support service to our valued customer base. Our Support Account Manager is a role which is focused on high touch engagements with our notable client base. Escalation calls and focus meetings thrive when using a consistent approach to promote fast resolution for customers' core success. We need a technically and procedurally competent individual to manage both the customer base and our internal support engineering team, so we collectively arrive at the best possible solution in the fastest time. A high proportion of your time will be client-facing, the remainder of your responsibilities focused on improving internal processes and aligning engineer behavior to them.

You Will:

• 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 postmortem 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

You Have:

• 5+ year’s 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

Life at Ping:

We believe in and facilitate a flexible, collaborative work environment. We’re growing quickly, but remain true to the innovative, can-do startup values that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that’s who we want to succeed with every day.

Here are just a few of the things that make Ping special:

• A company culture that empowers you to do your best work.
• Employee Resource Groups that create a sense of belonging for everyone.
• Regular company and team bonding events.
• Competitive benefits and perks.
• Global volunteering and community initiatives

Our Benefits:

• Generous PTO & Holiday Schedule
• Parental Leave
• Progressive Healthcare Options
• Retirement Programs
• Opportunity for Education Reimbursement
• Commuter Offset (Specific locations)

Ping is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone’s individuality is respected and everyone has an Identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self.

We are 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 federal, state, or local law.