Technical Account Manager

As a Technical Account Manager (TAM), you will partner with new and existing customer’s to ensure that they are successfully utilizing their Ping Identity solutions. As part of the company’s Global Support Organization, you will work with a variety of cross functional teams to ensure a customer’s journey is smooth, well managed from purchase to production and ensure that we deliver value to our customers. You will partner with the customer to ensure they are optimizing their deployed solutions.

Main Responsibilities:

• Provide customers with technical recommendations and best practices for their Ping Identity solutions based on their identity and security needs
• Facilitate visibility into our product roadmap to help educate and engage customers
• Assist with ‘over-the-shoulder’ configuration help on features and functionality
• Coordinate and conduct business reviews with customer leadership to highlight success against goals/performance
• Assistance in planning, strategizing roll-outs and upgrades for platform adoption by the customer
• Provide customers with ad-hoc training to help build skills in the ‘most needed’ areas
• Engage in the escalation and prioritization of support tickets created by clients in the program
• Provide product demonstrations of our technologies
• Facilitate the collaboration across teams; including Support, Engineering, Customer Success and Product Management – to ensure internal alignment that customer needs are being addressed and resolved
• Provide feedback to Product Management to consider for future products or enhancements based on trends and requirements
• A liaison or escalation point of contact during off-hours due to a customer upgrade or critical implementation of our  products
• Manage ongoing customer needs effectively to drive high customer retention and loyalty
• Ensuring best practices are followed and processes are adhered to, especially with regard to ISO 27001/9001 compliance, security incidents and data breaches
• Actively prioritizing tasks/workload with self-discipline and good timekeeping
• Using your creative thinking, business and technical analysis skills to go beyond the existing industry standard practices, to adjust existing and create new process improvements to delight our customers. Showing a demonstrated independent interest in advanced technologies
• Leading by example with an excellent work ethic and a positive mentality to steer the team whilst following best practices.
• Developing a subject matter expertise in the product/service, whilst building a wide breadth of understanding of platform-wide interconnections

Required Skills & Qualifications:

• Understanding of Java and knowledge of web technologies
• Minimum of 8 years’ enterprise customer facing experience in a Customer Success, Sales Engineering, Support or Professional Services role
• Strong verbal and written communication skills
• Strong organizational skills
• Experience with Zendesk/SFDC or equivalent CRM systems
• Ability to manage proactive and reactive tasks effectively
• Proven track record in managing relationships with large enterprise clients
• Experience with Identity Access Management solutions

You have an advantage if:

• Experience with our Ping Identity solutions and APIs
• Experience with Windows and Linux operating systems
• General networking knowledge of protocols like HTTP/S, TCP/IP
• General knowledge of protocols such as SAML, OAuth, or OpenID Connect is a plus
• Bachelor’s Degree in Computer Science or equivalent experience

Salary Range: $108-130K