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Salary: USD 90,000 - 105,000 / annual
Ping Identity is seeking a Support Account Manager to lead high-touch engagements with their premier enterprise customer base. This role bridges customer success and internal support engineering, focusing on fast resolution and consistent service delivery.
You will monitor the health of premier accounts, organize ongoing support case reviews, and ensure Service Level Agreements are met. Key responsibilities include managing critical incident escalations, coordinating follow-the-sun handovers across regions, educating customers on best practices, and overseeing post-mortem activities. You'll work directly with support engineers to relay customer priorities, manage on-call weekend rotations, and strengthen relationships across Partner, Professional Services, and Customer Success teams. A significant portion of your time will be client-facing, with the remainder focused on improving internal processes and aligning team behavior to support excellence.
You will also design and refine support processes, coordinate resources for internal and external executive communications, and approach problems methodically by understanding the customer, the problem, and its impact.
Ping Identity provides a cloud identity platform serving more than half of the Fortune 100, protecting digital identities while championing individual identities through a culture of respect and inclusion. The company is headquartered in Denver with global offices and employees.
REQUIREMENTS:
- 5+ years of experience with enterprise-class software systems in a client-facing role
- Excellent verbal and written communication skills
- Strong rapport-building ability to quickly establish trust with customers
- Organizational strategy to manage customer requests with follow-through
- Experience with Incident Management, Problem Management, and Change Management
- Experience with queue management and knowledge of support organization structure
- Ability to manage internal and external account stakeholders in critical situations
- Skill in translating complex technology issues for broader audiences
- Ability to provide oversight and management on tasks while maintaining visibility across all matters
- Methodical problem-solving approach
