Manager - Support Account 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