Support Account Manager

The role

The Support Account Manager focuses on high touch engagements with notable clients. You will manage the customer base and internal support engineering teams to provide solutions and improve internal processes.

What you will do

• Monitor the health of premier accounts
• Learn 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 and communicate post mortem activities
• Monitor trends and design processes to improve customers' experience
• Organize follow-the-sun handovers across regions
• Work with Engineers to relay each customer's unique priorities
• Critical Incident Management and Manager on-call weekend rotation

Required qualifications

• 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 establish trust with customers
• An organizational strategy to approach and manage each customer's asks
• 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
• Approach problems methodically

Benefits

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

About the company

Ping Identity provides an intelligent, cloud identity platform. The company is headquartered in Denver, Colorado and serves large enterprises worldwide.