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Описание вакансии
Support Account Manager
Company
Ping Identity Corporation
Conditions
6 days ago Salary: 90K - 105K
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will manage high-touch customer engagements and coordinate internal support efforts to resolve issues quickly. You will monitor account health, run support-case reviews, manage critical incidents and handovers, communicate with stakeholders, educate customers, and improve support processes and customer experience.
Requirements
- 5+ years of experience with enterprise-class software systems in a client-facing role
- Verbal and written communication skills
- Rapport-building and customer-trust skills
- Customer account-management strategy
- Incident, problem, and change management experience
- Queue-management and support-organization knowledge
- Experience managing internal and external account stakeholders in critical situations
- Ability to communicate complex technology issues to broader audiences
- Task oversight and management
- Methodical problem solving
Responsibilities
- Monitor the health of premier accounts
- Organize 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 customer experience
- Organize follow-the-sun handovers across regions
- Work with engineers to relay customer priorities
- Manage critical incidents and escalations
- Participate in the manager on-call weekend rotation
- Strengthen Partner, Professional Services, and Customer Success relationships
- Create and refine support processes
- Coordinate resources and provide executive communications
Benefits
- Generous PTO and holiday schedule
- Parental leave
- Progressive healthcare options
- Retirement programs
- Commuter offset in specific locations
- Employee Resource Groups
- Regular company and team bonding events
- Global volunteering and community initiatives
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