Support Account Manager

Position:
Support Account Manager

Company:
Ping Identity

Location:
Australia, Sydney

Employment type:
Not specified

Work Arrangement:
Not specified

Short Summary:
At Ping Identity, we believe in making digital experiences both secure and seamless for all users. Our Support Account Manager role focuses on high touch engagements with our notable client base, ensuring fast resolution for customers' core success.

Responsibilities:
- Monitor the health of premier accounts.
- 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.
- Manage on-call weekend rotation for Critical Incident Management.
- Work directly with other teams to strengthen Partner / PS / CS relationships.
- Create and refine our process, ensuring that Support team needs are met.

Requirement:
- 5+ years experience with enterprise-class software systems in a client-facing role.
- Excellent communication skills, both verbal and written.
- Ability to build rapport quickly with customers.
- Experience in Incident Management, Problem Management, and Change Management.
- Knowledge of support organization and queue management.
- Ability to translate complex technology issues for a broader audience.
- Methodical approach to problem-solving.

Benefits:
- Generous PTO & Holiday Schedule.
- Parental Leave.
- Progressive Healthcare Options.
- Retirement Programs.
- Opportunity for Education Reimbursement.
- Commuter Offset (Specific locations).