Technical Account Manager

Overview

Technical Account Manager responsible for helping new and existing clients succeed with Ping solutions, working within the Global Support Organization to ensure a smooth journey from purchase to production.

What you'll do

• Provide clients with technical recommendations and best practices for Ping solutions based on their identity and security needs.
• Facilitate visibility into the 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 and performance.
• Assist in planning and strategizing roll-outs and upgrades for platform adoption by the customer.
• Provide customers with ad-hoc training to build skills in the most needed areas.
• Engage in the escalation and prioritization 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, to ensure customer needs are addressed and resolved.
• Provide feedback to Product Management for future products or enhancements based on trends and requirements.
• Act as a liaison or escalation point of contact during off-hours for customer upgrades or critical implementations of Ping products, on an occasional basis.
• Manage ongoing customer needs effectively to drive high customer retention and loyalty.

What you'll need

• Understanding of Java and knowledge of web technologies.
• 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.

Nice to have

• 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.
• Bachelor's Degree in Computer Science or equivalent experience.

Details

• Location: USA, Remote.
• On-call may be a requirement for this position.
• Occasional availability during off-hours.
• Salary range: $120,000 to $140,000 (Colorado pay transparency range; final compensation depends on knowledge, skills and abilities).