Support Account Manager

🔥 1 minute ago

⛰️ Colorado – Remote

⛰️ Colorado – Remote

💵 $90k - $105k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💰 Account Manager

👻 Ghost score 0%

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Ping Identity

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2002

💼 Consulting

🏥 Healthcare

📦 Logistics

💰 $35M Series F - Ping Identity on 2014-09

Consulting • Healthcare • Logistics

Ping Identity is a leading provider of identity and access management (IAM) solutions, delivering secure, scalable, and flexible identity services for enterprises and large organizations. The company offers cloud and on-premises platforms (including PingOne and Helix AI-powered capabilities) to manage authentication, access, orchestration, fraud prevention, and decentralized identity across customers, employees, and third parties. Ping Identity focuses on reducing fraud, improving user experiences, and supporting complex deployment needs for sectors like government, financial services, healthcare, retail, and media.

📋 Description

• Monitor the health of premier accounts • Learn historical customer 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 customer experience • Organize follow-the-sun handovers across regions • Work with Engineers to relay each customer’s unique priorities • Contribute to management of working processes • Manage critical incidents and escalations • Participate in manager on-call weekend rotation • Work directly with other teams to strengthen Partner, PS, and CS relationships • Create and refine processes to ensure Support team needs are met • Coordinate resources and provide internal and external executive communications

🎯 Requirements

• 5+ years experience with enterprise-class software systems in a client-facing role. • Excellent communication skills, both verbal and written • Extreme rapport-building approach to quickly establish trust with customers • Organizational strategy to approach and manage each customer’s asks and 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 • Ability to translate complex technology issues and communicate to broader audiences • Ability to provide oversight and management on tasks • Ability to keep a pulse on all matters • Methodical approach to problems, understanding the customer, problem, and impact

🏖️ Benefits

• Flexible, collaborative work environment • Company culture that empowers employees to do their best work • Employee Resource Groups • Regular company and team bonding events • Competitive benefits and perks • Global volunteering and community initiatives • Generous PTO & Holiday Schedule • Parental Leave • Progressive Healthcare Options • Retirement Programs • Opportunity for Education Reimbursement • Commuter Offset (Specific locations)