Ping Identity - Support Account Manager
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Requirements
• 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 • 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 • 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 • Approach problems methodically. • Understand the customer, the problem, and impact • $100,000 to $115,000
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 activitiesMonitor trends and design processes to improve customers' experience • 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 prioritiesContribute to the management of working processes • 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 rotationWork directly with other teams to strengthen • Critical Incident Management (Escalation Management) • Work directly with other teams to strengthen • Partner / PS / CS relationshipsCreate and refine our process, ensuring that Support team needs are metCoordinate resources, providing internal and external executive communications • Partner / PS / CS relationships • Create and refine our process, ensuring that Support team needs are met • Coordinate resources, providing internal and external executive communications
Benefits
• Generous PTO & Holiday Schedule • 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.
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