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Salary: USD 130,000 - 145,000 / annual
Ping Identity is seeking an experienced Escalations Manager to join its Global Support Organization. This role is critical in ensuring customer satisfaction by managing and resolving complex technical issues escalated from customers or internal stakeholders. You will act as the bridge between customers, internal teams, and executive management, driving resolution and maintaining trust while contributing to continuous improvement efforts.
Key responsibilities include:
- Act as the primary point of contact for customer support case escalations, ensuring timely and satisfactory resolution
- Facilitate high-priority incidents and serve as the primary customer contact
- Manage communications to customers and internal executive teams during product incidents
- Lead cross-functional initiatives to address and resolve complex issues within high-risk accounts
- Triage, prioritize, and assign escalations to appropriate teams while maintaining accountability
- Develop and execute detailed action plans for resolving escalated issues, coordinating with cross-functional teams
- Build strong relationships with key customer stakeholders to restore confidence and trust
- Proactively communicate status updates and resolution plans to customers and internal teams
- Ensure customer feedback from escalations is documented and shared with relevant stakeholders
- Gain deep understanding of Ping's products and services to effectively address technical issues
- Analyze trends in escalations to identify systemic issues and recommend improvements in products, processes, and support methodologies
- Conduct post-mortem reviews for major incidents, documenting lessons learned and implementing preventive measures
- Track and report on key metrics such as escalation response times, resolution rates, and customer satisfaction scores
- On-call availability is required for this position
Ping Identity is a cloud identity platform company headquartered in Denver, Colorado, serving the largest enterprises worldwide, including more than half of the Fortune 100. The company provides intelligent identity and access management solutions that enable secure and seamless digital experiences.
REQUIREMENTS:
- 5+ years of experience in an enterprise technical support organization, with at least 2 years managing escalations, preferably in cybersecurity
- Proven track record of resolving high-impact customer issues and managing critical incidents
- Exceptional communication skills with experience communicating regularly with executive-level management
- Understanding of SaaS organizational and operational constructs including Product, Engineering, Support, Customer Success, Sales, and Professional Services
- Ability to quickly establish trust and influence others, both internally and externally
- Ability to handle conflict and drive agreement on decisions with conflicting opinions and input
- Strong data-driven decision-making skills and process-oriented mindset
- Ability to identify risks and dependencies and put in place plans to mitigate them
- Adaptability, flexibility, and conviction to "do the right thing" by keeping a customer-centric mentality
- Familiarity with support-related tools such as Salesforce Service Cloud, Jira, and Slack
