Customer Success Executive

6 hours, 53 minutes ago
Full-time
Lead
Customer and Technical Support
Ping Identity

Ping Identity

Ping Identity provides cloud-based identity management software that enables organizations to secure and streamline user access to applications and data, ensuring a seamless experience for employees, partners, and customers in a digital environment.

IT Services
1K-5K
Founded 2002

Description

  • Act as the primary point of contact for major customer incidents and manage communications through resolution.
  • Analyze customer data, including support cases, survey responses, and renewal behaviors, to identify technical trends and risks.
  • Serve as the voice of the customer internally and advocate for customer needs across the organization.
  • Monitor adoption and utilization trends and recommend actions based on customer risk and needs.
  • Provide proactive guidance on Ping features aligned to customer interests and business objectives.
  • Own customer onboarding, adoption, and advocacy across a portfolio of customers.
  • Develop and deliver success plans that define stakeholders, milestones, metrics, and risks for key customers.
  • Lead technically complex customer issues from start to finish and identify opportunities for new solutions.
  • Collaborate with cross-functional teams, including Product and Engineering, to resolve customer needs and projects.
  • Partner with customers to define desired business outcomes and maximize value realization across the Ping platform.

Requirements

  • 10+ years of related experience in Customer Success or Customer Experience.
  • Experience in consulting and implementation of IT systems, preferably cloud services and/or identity management.
  • Strong technical aptitude to learn customer use cases and architectural requirements for Ping solutions.
  • Proven track record of resolving issues and advocating on behalf of customers.
  • Experience working with enterprise-level customers.
  • Knowledge of the software development process and design methodologies.
  • Exceptional communication and presentation skills.
  • Ability to translate technical concepts into business terms and explain complex technical concepts to customers.
  • Strong combination of technical and leadership skills.
  • Experience with SFDC, Gainsight, or equivalent CRM systems.
  • Solid technical understanding of cloud solutions.
  • Curious, proactive approach to uncovering adoption blockers and risks.
  • Willingness to travel occasionally to customer sites and provide some after-hours or weekend coverage as needed.
  • Hands-on contributor mentality.

Benefits

  • Salary range of $131,000 to $150,000 plus variable pay.
  • Generous PTO and holiday schedule.
  • Parental leave.
  • Progressive healthcare options.
  • Retirement programs.
  • Education reimbursement opportunity.
  • Commuter offset in specific locations.
  • Flexible, collaborative work environment.

Interested in this position?

Apply directly on the company website

Apply Now

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