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Ping Identity logo
Ping Identity

Identity Security for the Global Enterprise

Support Account Manager

Account ManagerSalesOtherRemoteSeniorTeam 1,001-5,000Since 2002H1B No SponsorCompany SiteLinkedIn

Location

Colorado

Posted

114 days ago

Salary

$100K - $115K / year

Seniority

Senior

Bachelor Degree5 yrs expEnglish

Job Description

Support Account Manager

Ping Identity

• 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

Job 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
  • 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

Benefits

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

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