Support Account Manager

At Ping we're committed to delivering an outstanding technical support service to our valued customer base. Our 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 support 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 postmortem activities

Monitor trends and design processes to improve customers' experience

Organize follow-the-sun handovers across regions

Work with Engineers to help relay each customer’s unique priorities

Contribute to the management of working processes

Critical Incident Management (Escalation Management)

Manager on-call weekend rotation

Work directly with other teams to strengthen Partner / PS / CS relationships

Create and refine our process, ensuring that Support team needs are met

Coordinate resources, providing internal and external executive communications

You Have:

5+ year’s experience with enterprise-class software systems in a client-facing role.

Excellent communication skills, both verbal and written

Utilize an extreme rapport-building approach to quickly establish trust with customers and provide assistance they can count on

An organizational strategy to approach and manage each customer’s asks and a duty to 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

Ease in translating complex technology issues and communicate to broader audience

Provide oversight and management on tasks

Be able to keep a pulse on all matters is a key to success

Approach problems methodically.

Understand the customer, the problem, and impact