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Ping Identity is seeking a Support Account Manager based in Sydney to lead high-touch customer engagements with their premier enterprise client base. This role bridges customer success and internal support engineering, requiring both technical competency and process management expertise.
Key responsibilities include monitoring the health of premier accounts and understanding their historical feedback and expectations. You will organize ongoing support case reviews, ensure proper prioritization, and educate customers on best practices. The role demands ensuring customer needs and SLA compliance are met while overseeing postmortem activities and communicating findings to stakeholders.
You will monitor trends across support interactions to design processes that improve customer experience, organize follow-the-sun handovers across regions, and work directly with engineers to relay each customer's unique priorities. Critical incident management and escalation handling are core responsibilities, including manager on-call weekend rotation. You'll coordinate resources and provide both internal and external executive communications, strengthening relationships across Partner, Professional Services, and Customer Success teams.
The ideal candidate brings 5+ years of experience with enterprise-class software systems in client-facing roles. You should demonstrate excellent verbal and written communication skills, with an exceptional ability to build rapport quickly and establish trust. Experience with incident management, problem management, and change management is essential, along with queue management knowledge and support organization expertise.
You must be comfortable managing both internal and external stakeholders during critical situations, translating complex technology issues for broader audiences, and providing oversight on tasks. A methodical approach to problem-solving, combined with the ability to understand customer context and business impact, is critical to success in this role.
