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Technical Account Manager

ForgeRock

ForgeRock

IT, Sales & Business Development
Singapore · 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 partner with new and existing customer’s to ensure that they are successfully utilizing their ForgeRock solutions. As part of the company’s Global Support Organization, you will work with a variety of cross functional teams to ensure a customer’s journey is smooth, well managed from purchase to production and ensure that we deliver value to our customers. You will partner with the customer to ensure they are optimizing their deployed solutions.

Main Responsibilities:

  • Provide customers with technical recommendations and best practices for their ForgeRock solutions based on their identity and security needs
  • Facilitate visibility into our product roadmap to help educate and engage customers
  • Assist with ‘over-the-shoulder’ configuration help on features and functionality
  • 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 skills in the 'most needed' areas
  • Engage in the escalation and prioritization of support tickets created by clients in the program
  • Provide product demonstrations of our technologies
  • Facilitate the collaboration across teams; including Support, Engineering, Customer Success and Product Management – to ensure internal alignment that customer needs are being addressed and resolved
  • Provide feedback to Product Management to consider for future products or enhancements based on trends and requirements
  • A liaison or escalation point of contact during off-hours due to a customer upgrade or critical implementation of our products
  • Manage ongoing customer needs effectively to drive high customer retention and loyalty
  • Ensuring best practices are followed and processes are adhered to, especially with regard to ISO 27001/9001 compliance, security incidents and data breaches
  • Actively prioritizing tasks/workload with self-discipline and good timekeeping
  • Using your creative thinking, business and technical analysis skills to go beyond the existing industry standard practices, to adjust existing and create new process improvements to delight our customers. Showing a demonstrated independent interest in advanced technologies
  • Leading by example with an excellent work ethic and a positive mentality to steer the team whilst following best practices.
  • Developing a subject matter expertise in the product/service, whilst building a wide breadth of understanding of platform-wide interconnections

Required Skills & Qualifications:

  • Understanding of Java and knowledge of web technologies is a must
  • Minimum of 8 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 Zendesk/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 Access Management solutions

You have an advantage if:

  • Experience with our ForgeRock 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.