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 post mortem activitiesMonitor 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 prioritiesContribute to the management of working processes
Critical Incident Management (Escalation Management)
Manager on-call weekend rotationWork directly with other teams to strengthen Partner / PS / CS relationships
Create and refine our process, ensuring that Support team needs are metCoordinate resources, providing internal and external executive communications
You Have
5+ years 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
Salary Range
$90,000 to $105,000
In accordance with Colorado’s Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities.
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.
