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 post mortem 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+ years 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 onA
• n 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

USA: $100,000 to $108,000