Support Account Manager - Remote

Overview

The Support Account Manager at Ping Identity focuses on high-touch engagements with notable clients, ensuring their success through effective communication and problem-solving in technical support.

In Short

• Monitor the health of premier accounts.
• Organize ongoing support case reviews.
• Educate customers on best practices.
• Ensure service level agreements are met.
• Oversee critical incident management.
• Work closely with engineers and teams.
• Manage customer expectations and needs.
• Contribute to improving internal processes.
• Build strong relationships with stakeholders.
• Participate in weekend on-call rotation.

Requirements

• 5+ years of experience in a client-facing role with enterprise software.
• Excellent verbal and written communication skills.
• Strong rapport-building abilities with customers.
• Organizational skills to manage customer requests.
• Experience in incident and problem management.
• Ability to manage stakeholders in critical situations.
• Skill in translating complex technology issues.
• Methodical problem-solving approach.

Benefits

• Generous PTO and holiday schedule.
• Parental leave.
• Progressive healthcare options.
• Retirement programs.
• Education reimbursement opportunities.
• Commuter offset for specific locations.