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 Individuality, 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.
We are seeking an experienced and proactive Escalations Manager to join our Global Support Organization. This role is critical in ensuring customer satisfaction by managing and resolving complex technical issues escalated from our customers or internal stakeholders. You will act as the bridge between customers, internal teams, and executive management, driving resolution and maintaining trust with our customers while contributing to continuous improvement efforts.
Hours: M-F 12:00 PM - 9:00 PM PST
KEY RESPONSIBILITIES:
Act as the primary point of contact for customer support case escalations, ensuring timely and satisfactory resolution
Facilitate any high priority incidents that occur and act as the primary point of contact to the customer
Manage communications to customers and internal executive teams during product incidents
Lead cross-functional initiatives to address and resolve complex issues within high-risk accounts, ensuring timely and effective escalation resolution.
Triage, prioritize and assign escalations to appropriate teams while maintaining accountability
Develop and execute detailed action plans for resolving escalated issues, coordinating with cross-functional teams
Build strong relationships with key customer stakeholders to restore confidence and trust during escalations
Proactively communicate status updates and resolution plans to customers and internal teams • Ensure customer feedback from escalations is documented and shared with relevant stakeholders
Gain a deep understanding of Ping’s products and services to effectively address technical issues
Analyse trends in escalations to identify systemic issues and recommend improvements in products, processes, and support methodologies
Conduct post-mortem reviews for major incidents, documenting lessons learned and implementing preventive measures
Track and report on key metrics such as escalation response times, resolution and customer satisfaction scores
On-call is a requirement for this position
SKILLS AND COMPETENCIES
5+ years of experience in an enterprise technical support organization, with at least 2 years managing escalations, preferably in cybersecurity
Proven track record of resolving high-impact customer issues and managing critical incidents
Exceptional communication skills with experience in communicating regularly with executive level management
Understanding of SaaS organizational and operational constructs including Product, Engineering, Support, Customer Success, Sales, and Professional Services
Ability to quickly establish trust and to influence others, both internally and externally
Ability to handle conflict and drive agreement on decisions for which conflicting opinions and input exist
Strong data-driven decision making skills, and process oriented mindset
Ability to identify risks and dependencies…