technical account manager London, England
Job description
At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it.
Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear.
While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. We champion every identity. One of our core values, Respect Diversity, reminds us to celebrate differences so you are empowered to bring your authentic self to work.
We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management.
At Ping we're committed to delivering an outstanding technical support service to our valued customer base. Our Technical Support Account Manager is a role which is focused on high touch engagements with our notable client base. Escalation calls and focus meetings thrive when using a consistent approach to promote fast resolution for customers' core success. We need a technically and procedurally competent individual to manage both the customer base and our internal engineering team, so we collectively arrive at the best possible solution in the fastest time. A high proportion of your time will be client-facing, the remainder of your responsibilities focused on improving internal processes and aligning engineer behavior to them.
You will:
- Monitor the health of premier accounts. Learn the 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 / communicate post mortem activities
- Monitor trends and design processes to improve customers' experience
- Organize follow-the-sun handovers across regions
- Work with Engineers to understand customer priorities
- Contribute to the management of working processes
- Participate in Quality Calibration sessions
- Critical Incident Management (Escalation Management)
- Manager on-call weekend rotation
- Work with other teams to strengthen Partner / PS / CS relationships
- Create and refine process, ensure that Support team needs are met
- Coordinate resources, providing internal and external executive communications
You have:
- 5+ years experience with enterprise-class software systems in a client-facing role.
- Excellent communication skills, both verbal and written
- 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
- Ability to keep a pulse on all matters is a key to success
- Approach problems methodically. Understand the customer, the problem, and impact
You have an advantage if:
- Technical knowledge of Enterprise-class AuthN, AuthZ, IAM, IDaaS, CIAM etc solutions
- Application Lifecycle Management experience
Our Benefits:
- 25 Days of PTO
- Parental Leave
- Standard Life Pension Program
- Healthcare Option
- Generous Holiday Schedule
- 150 GBP Commuter Offset
- Education Reimbursement
Ping Identity is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
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