Customer Success Outcome Manager

As a Customer Success Outcome Manager (CSOM) you’ll help orchestrate a world class customer experience to Ping Identity’s clients. Acting as a trusted advisor and advocate you’ll build and maintain deep strong relationships and focus on delivering successful outcomes throughout the customer’s journey.

What you'll be doing:

• Outcomes and Advocacy Develop and maintain a deep understanding of ‘what success looks like’ to your customers from high level business objectives down to specific success metrics.

• Build up an in-depth knowledge of your customers partner organizational and technical landscape to proactively maximize value and innovation from IAM initiatives whilst removing friction and risk

• Create and drive cross-functional and customer-collaborative

• Success Plans to support outcomes

• Act as an Advocate for the customer identifying and organizing internal specialists and resources to resolve challenges and drive innovation proactively flagging and managing any risks to customer outcomes

• Proactively identify opportunities to improve customer results and experience.

• From identifying and delivering relevant use case vertical or technical best practices to unlocking value from product or service offerings

• Capture and share ‘Voice of Customer’ insights from your interactions to inform constant iteration and improvement

• Relationship and Service Management

• Build long-lasting and successful customer and partner relationships

• Build effective lines of communication and trust with customer management project teams implementation partners and technology partners working within the assigned accounts.

• Own and deliver proactive value-add touch points with your customers throughout their journey centered around customer outcomes

• Work alongside deployment project managers (cloud deployment managers or engagement managers)

• Own service maintenance contract relationship with the customer ensuring compliance to levels as defined

• Lead escalation calls and processes; providing updates to Ping Identity management and account team

• Collaborate with Major Account Executives and Renewals Managers to inform expansion and renewal activities

• Platforms and Process Update and feedback on internal platforms including Salesforce CRM and Gainsight

• Adopt and adhere to cross-functional platform and process requirements

Required Skills & Qualifications:

• You truly understand what it means to be ‘customer-first’ and are unafraid to challenge any decision that is not in line with this way of thinking

• 5+ years experience in Software or SaaS in a Customer success or Account management role including customer mediation and service management

• Able to navigate absorb and articulate deeply technical challenge

Salary Range: $74000-84000 + commission

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.