About Ping Identity:
At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it.
Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear.
While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. We champion every identity. One of our core values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to work.
We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management.
At Ping we're committed to delivering an outstanding technical support service to our valued customer base. Our Support Account Manager is a role which is focused on high touch engagements with our notable client base. Escalation calls and focus meetings thrive when using a consistent approach to promote fast resolution for customers' core success. We need a technically and procedurally competent individual to manage both the customer base and our internal support engineering team, so we collectively arrive at the best possible solution in the fastest time. A high proportion of your time will be client-facing, the remainder of your responsibilities focused on improving internal processes and aligning engineer behavior to them.
You Will:
- 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 postmortem 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 Partner / PS / CS relationships
- Create and refine our process, ensuring that Support team needs are met
- Coordinate resources, providing internal and external executive communications
You Have:
- 5+ year’s 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
Life at Ping:
We believe in and facilitate a flexible, collaborative work environment. We’re growing quickly, but remain true to the innovative, can-do startup values that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that’s who we want to succeed with every day.
Here are just a few of the things that make Ping special:
- A company culture that empowers you to do your best work.
- Employee Resource Groups that create a sense of belonging for everyone.
- Regular company and team bonding events.
- Competitive benefits and perks.
- Global volunteering and community initiatives
Our Benefits:
- Generous PTO & Holiday Schedule
- Parental Leave
- Progressive Healthcare Options
- Retirement Programs
- Opportunity for Education Reimbursement
- Commuter Offset (Specific locations)
Ping is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone’s individuality is respected and everyone has an Identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self.
We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.
Skills Required
- 5+ years experience with enterprise-class software systems in a client-facing role
- Incident Management, Problem Management and Change Management experience
- Experience managing critical escalations and internal/external account stakeholders
- Experience with queue management and support organization processes
- Ability to organize support case reviews, prioritize work, and ensure SLA compliance
- Experience coordinating follow-the-sun handovers across regions and managing on-call rotations
- Excellent verbal and written communication skills
- Strong rapport-building and client relationship management skills
- Ability to translate complex technical issues for broader audiences
- Experience contributing to process design and continuous improvement in support organizations
Ping Identity Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Ping Identity and has not been reviewed or approved by Ping Identity.
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Leave & Time Off Breadth — Time off offerings are described as generous, including unlimited Paid Time Off (PTO) and broad time-off coverage that supports flexibility. Additional time-off elements like holidays and volunteer time are also cited as part of the overall package.
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Healthcare Strength — Health coverage is characterized as comprehensive, spanning medical, dental, and vision plans, with added support such as mental health resources and disability/life insurance. Fertility and family-related health benefits are also referenced as notable components.
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Retirement Support — Retirement benefits are portrayed as a meaningful part of total rewards, with 401(k) plans and employer matching described as a standout feature. Stock-based compensation is also referenced as part of financial rewards for eligible roles.
Ping Identity Insights
What We Do
At Ping Identity, we make it possible to trust every digital moment across customers, employees, partners, and non-human identities. Whether you're securing millions of users, fighting fraud, simplifying third-party access, or going passwordless, establishing trust shouldn’t slow you down. Our enterprise-grade identity platform is built for scale, speed, and flexibility and works seamlessly with your existing cloud, hybrid, and on-prem environments. We help you confidently embrace AI and automation with Runtime Identity, so you can continuously verify the identity, context, and intent of every AI agent and control their actions in real time. With Ping, all digital experiences start with trust. Learn more at pingidentity.com.
Why Work With Us
Identians are what make Ping an extraordinary place to work. They create our award-winning products and they’re the reason for our unique customer following.
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