Technical Account Manager

$130,000 - $130,000/Yr

Ping Identity - Denver, CO

Full-time - Mid Level

Denver, CO

Professional, Scientific, and Technical Services

About the position

As a Technical Account Manager (TAM) at Ping Identity, you will partner with both new and existing customers to ensure they effectively utilize their Ping Identity solutions. This role is part of the Global Support Organization, where you will collaborate with various cross-functional teams to manage the customer journey from purchase to production, ensuring value delivery and optimization of deployed solutions.

Responsibilities

• Provide customers with technical recommendations and best practices for their Ping Identity solutions based on their identity and security needs
• Facilitate visibility into our product roadmap to help educate and engage customers
• Assist with 'over-the-shoulder' configuration help on features and functionality
• Coordinate and conduct business reviews with customer leadership to highlight success against goals/performance
• Assist in planning and strategizing roll-outs and upgrades for platform adoption by the customer
• Provide customers with ad-hoc training to help build skills in the 'most needed' areas
• Engage in the escalation and prioritization of support tickets created by clients in the program
• Provide product demonstrations of our technologies
• Facilitate collaboration across teams, including Support, Engineering, Customer Success, 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
• Manage ongoing customer needs effectively to drive high customer retention and loyalty
• Ensure best practices are followed and processes adhered to, especially regarding ISO 27001/9001 compliance, security incidents, and data breaches
• Prioritize tasks/workload with self-discipline and good timekeeping
• Use creative thinking and technical analysis skills to improve processes and delight customers
• Lead by example with a strong work ethic and positive mentality
• Develop subject matter expertise in the product/service while understanding platform-wide interconnections.

Requirements

• Understanding of Java and knowledge of web technologies
• Minimum of 8 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 Zendesk/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 Access Management solutions

Nice-to-haves

• 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

Benefits

• Generous PTO & Holiday Schedule
• Parental Leave
• Progressive Healthcare Options
• Retirement Programs
• Opportunity for Education Reimbursement