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ManagerFull-timeRustGit
Salary Range
$81,600 - $110,400 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Support Account Manager to join Ping Identity, a company dedicated to making digital experiences secure and seamless. This role involves high-touch engagements with notable clients, managing both the customer base and internal support engineering team to ensure fast resolution of issues.
Key Responsibilities
- βMonitor the health of premier accounts
- βLearn historical feedback and expectations
- βOrganize ongoing support case reviews and ensure prioritization
- βEducate customers on best practices and learning opportunities
- βEnsure customer needs and case Service level agreements are met
- βOversee post mortem activities and monitor trends to improve customer experience
- βOrganize follow-the-sun handovers across regions
- βWork with Engineers to relay each customerβs unique priorities
- βContribute to the management of working processes
- βCritical Incident Management (Escalation Management)
- βWork directly with other teams to strengthen Partner / PS / CS relationships
- βCreate and refine processes, ensuring Support team needs are met
- βCoordinate resources, providing internal and external executive communications
Requirements
- β5+ years experience with enterprise-class software systems in a client-facing role
- βExcellent communication skills, both verbal and written
- βUtilize an extreme rapport-building approach to quickly establish trust with customers
- βAn organizational strategy to approach and manage each customerβs asks and a duty to follow through
- βIncident Management, Problem Management and Change Management experience
- βExperience managing internal and external account stakeholders in critical situations
- βEase in translating complex technology issues and communicate to broader audience
- βProvide oversight and management on tasks
- βApproach problems methodically. Understand the customer, the problem, and impact
Benefits
- β Generous PTO & Holiday Schedule
- β Parental Leave
- β Progressive Healthcare Options
- β Retirement Programs
- β Opportunity for Education Reimbursement
- β Commuter Offset (Specific locations)
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