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Manager, Support Account Management



Customer Service, Sales & Business Development
United States · Remote
Posted on Wednesday, May 22, 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 Manager over the Technical Support Account Management team and program, you will be responsible for developing and motivating a team of customer centric Ping experts and help lead day-to-day operations on a global scale. The day-to-day operations include coaching team members on best practices, assisting with escalations, ensuring adequate coverage throughout the day, working collaboratively with cross functional teams, taking an analytical approach to forecasting and growing the program, assisting with creative ways to strategically align resources to our premium customers and building strong relationships with them. This role will report directly to the Director of Support Account Management.

As a Team Manager you will:

  • Be responsible for coaching and mentoring a team of Support Account Managers
  • Develop growth plans for your direct reports to drive continuous improvement and development
  • Utilize a data-driven approach to assess team performance
  • Develop and/or enhance best practices, processes, and procedures to increase efficiency
  • Manage customer escalations by engaging directly with our customers and coordinating resources within Ping to resolve issues
  • Manage the daily influx of cases and service requests to ensure issues are appropriately prioritized and addressed in a timely manner
  • Assess engineer casework for quality and consistency

You Have:

  • 7 years of related experience as a team Manager
  • IAM and CyberSecurity industry experience
  • Experience working directly with customers at the executive level
  • Excellent written and verbal communication skills
  • Experience with forecasting and capacity planning
  • Experience managing global teams including performance reviews / mgmt
  • A passion for customer service

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.