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Technical Account Manager



IT, Sales & Business Development
Australia · Remote
Posted on Tuesday, April 30, 2024

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 Diversity, 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.

As a Technical Account Manager (TAM), you will be responsible for working with new and existing clients to ensure that they are successful with Ping solutions. As part of the company’s Global Support Organization, you will work with a variety of cross functional teams at Ping to ensure a client’s journey from purchase to production is smooth and well managed. You will partner with the customer to ensure each customer is fully optimized on their existing deployed solutions. In summary, your job is to ensure that you deliver value to our customers.

You will:

  • Provide clients with technical architecture recommendations and best practices for Ping solutions based on their identity and security needs
  • Facilitate visibility into company’s product roadmap to help educate and engage customers
  • Assist with over-the-shoulder configuration help on features and flows
  • Coordinate and conduct business reviews with customer leadership to highlight success against goals/performance
  • Assistance in planning, strategizing roll-outs and upgrades for platform adoption by the customer
  • Provide customers with ad-hoc training to help build the skills in the 'most needed' areas
  • Engage in the escalation and priority of support tickets created by clients in the program as needed
  • Provide product demonstrations of Ping technologies
  • Coordinate with other Ping Identity teams – including Support, Engineering and Product Management teams – to ensure customer needs are being addressed and resolved
  • Provide feedback to Product Management for future products or enhancements based on trends and requirements
  • Occasional availability during off-hours to act as a liaison or escalation point of contact due to your customers upgrade or critical implementation of Ping products
  • Manage ongoing customer needs effectively to ultimately drive high customer retention and loyalty

You have:

  • Understanding of Java and knowledge of web technologies is a must
  • Must have a minimum of 5 years’ enterprise customer facing experience in a Customer Success, Sales Engineering, Support or Professional Services role
  • Strong verbal and written communication skills
  • Strong organizational skills
  • Experience with SFDC or equivalent CRM systems
  • Ability to manage proactive and reactive tasks effectively
  • Proven track record in managing relationships with large enterprise clients
  • Experience with Identity Management, Access Management or Federation

You have an advantage if:

  • Experience with Ping Identity solutions and APIs
  • Experience with Windows and Linux operating systems
  • General networking knowledge of protocols like HTTP/S, TCP/IP
  • General knowledge of protocols such as SAML, OAuth, or OpenID Connect is a plus
  • Bachelor’s Degree in Computer Science or equivalent experience

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.