Ping IdentityRemote
Support Account Manager
United States
Full Time
6 days ago
$100,000 - $115,000 USD
No H1B
Key skills
Change ManagementCommunication
About this role
Role Overview
- 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
Requirements
- 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 on
- An 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
Benefits
- Generous PTO & Holiday Schedule
- Parental Leave
- Progressive Healthcare Options
- Retirement Programs
- Opportunity for Education Reimbursement
- Commuter Offset (Specific locations)