Support Account Manager

pingidentity; United States; Remote; USD 90,000 - 105,000; Full time

Benefits offered by this job

Paid time off

Holidays

Healthcare options

Retirement programs

Education reimbursement

Commuter support

Job summary

Ping Identity in the United States is seeking an experienced professional to manage high-touch enterprise technical support relationships. You will coordinate account priorities with support engineers and internal teams to drive effective resolutions and meet service commitments.

The role emphasizes customer communication, escalation handling, and process improvements across incident, problem, and change management.

Qualifications

• Five+ years working with enterprise software in a customer-facing role.
• Proven written and verbal communication for technical topics to diverse audiences.
• Experience building customer trust, organizing requests, and following through on commitments.
• Background in incident, problem, and change management and support operations.
• Experience coordinating stakeholders during high-impact situations.

Responsibilities

• Track the health, history, feedback, and expectations of priority customer accounts.
• Run recurring case reviews, coordinate priorities, and monitor service-level commitments.
• Lead customer-facing escalation and incident coordination, including executive updates and post-incident follow-up.
• Help customers understand support best practices and available learning opportunities.
• Organize handovers across regions and work with engineers to communicate customer priorities.
• Identify trends and improve support processes, queue management, and working relationships with partner, services, and customer success teams; participate in a weekend on-call manager rotation.

Skills

Customer-facing role

Communication skills

Incident management

Problem management

Change management

Queue management

Job description

Role overview

Manage high-touch technical support relationships for enterprise customers, coordinating account priorities with support engineers and internal teams. The role combines customer communication and escalation management with improvements to support processes, helping teams reach effective resolutions and meet service commitments.

Responsibilities

• Track the health, history, feedback, and expectations of priority customer accounts.
• Run recurring case reviews, coordinate priorities, and monitor service-level commitments.
• Lead customer-facing escalation and critical incident coordination, including executive updates and post-incident follow-up.
• Help customers understand support best practices and available learning opportunities.
• Organize handovers across regions and work with engineers to communicate customer priorities.
• Identify trends and improve support processes, queue management, and working relationships with partner, services, and customer success teams; participate in a weekend on-call manager rotation.

Requirements

• At least five years working with enterprise software in a customer-facing role.
• Strong written and verbal communication skills, including the ability to explain complex technical issues to a broad audience.
• Experience building customer trust, organizing requests, and following through on commitments.
• Background in incident, problem, and change management, queue management, and support operations.
• Experience coordinating internal and external stakeholders during high-impact situations.
• A methodical approach to understanding customer context, technical problems, and business impact while keeping track of open tasks.

Benefits and work setup

The listed salary range is $90,000–$105,000 for Colorado, with final compensation based on skills and experience.

Benefits include paid time off and holidays, parental leave, healthcare options, retirement programs, education reimbursement, and commuter support in some locations.

The work environment is described as flexible and collaborative, with employee resource groups, team events, and community initiatives.