Escalations Manager - Remote

Overview

The Escalations Manager at Ping Identity plays a crucial role in ensuring customer satisfaction by managing and resolving complex technical issues escalated from customers or internal stakeholders.

In Short

• Act as the primary point of contact for all customer escalations.
• Facilitate high priority incidents and act as the primary contact to the customer.
• Triage, prioritize, and assign escalations to appropriate teams.
• Develop and execute detailed action plans for resolving escalated issues.
• Build strong relationships with key customer stakeholders.
• Proactively communicate status updates and resolution plans.
• Document customer feedback from escalations.
• Analyze trends in escalations to identify systemic issues.
• Conduct post-mortem reviews for major incidents.
• Track and report on key metrics like escalation response times.

Requirements

• 5+ years in an enterprise technical support organization.
• 2 years managing escalations, preferably in cybersecurity.
• Exceptional communication skills with executive management.
• Understanding of SaaS organizational constructs.
• Ability to establish trust and influence others.
• Ability to handle conflict and drive agreement.
• Strong data-driven decision making skills.
• Knowledge of Lean, Six Sigma, and continuous improvement approaches.
• Ability to identify risks and dependencies.
• Familiarity with tools like Salesforce Service Cloud and Jira.

Benefits

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