Escalations Manager, AMER – Remote Position Available In Montgomery, Pennsylvania

Job Description:

About Ping Identity:

At Ping Identity, we believe in makingdigital experiences both secure and seamless for all users, withoutcompromise. We call this digital freedom. And its not justsomething we provide our customers. Its something that inspires ourcompany. People dont come here to join a culture thats built ondigital freedom. They come to cultivate it. Our intelligent, cloudidentity platform lets people shop, work, bank, and interactwherever and however they want. Without friction. Without fear.

While protecting digital identities is at the core of ourtechnology, protecting individual identities is at the core of ourculture. We champion every identity. One of our core values,Respect Individuality, reminds us to celebrate differences so youare empowered to bring your authentic self to work. Wereheadquartered in Denver, Colorado and we have offices and employeesaround the globe. We serve the largest, most demanding enterprisesworldwide, including more than half of the Fortune 100. At PingIdentity, were changing the way people and businesses think aboutcybersecurity, digital experiences, and identity and accessmanagement. We are seeking an experienced and proactive EscalationsManager to join our Global Support Organization. This role iscritical in ensuring customer satisfaction by managing andresolving complex technical issues escalated from our customers orinternal stakeholders. You will act as the bridge betweencustomers, internal teams, and executive management, drivingresolution and maintaining trust with our customers whilecontributing to continuous improvement efforts.

KeyResponsibilities:

Act as the primary point of contact for allcustomer escalations, ensuring timely and satisfactory resolutionFacilitate any high priority incidents that occur and act as theprimary point of contact to the customer Triage, prioritize andassign escalations to appropriate teams while maintainingaccountability Develop and execute detailed action plans forresolving escalated issues, coordinating with cross-functionalteams Build strong relationships with key customer stakeholders torestore confidence and trust during escalations Proactivelycommunicate status updates and resolution plans to customers andinternal teams Ensure customer feedback from escalations isdocumented and shared with relevant stakeholders Gain a deepunderstanding of Ping’s products and services to effectivelyaddress technical issues Analyze trends in escalations to identifysystemic issues and recommend improvements in products, processes,and support methodologies Conduct post-mortem reviews for majorincidents, documenting lessons learned and implementing preventivemeasures Track and report on key metrics such as escalationresponse times, resolution and customer satisfaction scores Skillsand Competencies 5 years of experience in an enterprise technicalsupport organization, with at least 2 years managing escalations,preferably in cybersecurity Proven track record of resolvinghigh-impact customer issues and managing critical incidentsExceptional communication skills with experience in communicatingregularly with executive level management Understanding of SaaSorganizational and operational constructs including Product,Engineering, Support, Customer Success, Sales, and ProfessionalServices Ability to quickly establish trust and to influenceothers, both internally and externally Ability to handle conflictand drive agreement on decisions for which conflicting opinions andinput exist Strong data-driven decision making skills, and processoriented mindset Knowledge of Lean, Six Sigma, and continuousimprovement approaches Ability to identify risks and dependenciesand put in place plans to mitigate them Adaptability, flexibilityand the conviction to “do the right thing” by keeping a customercentric mentality at all times Familiarity with support relatedtools such as Salesforce Service Cloud, Jira and SupportLogic$125,000 – $140,000 In accordance with Colorado’s Equal Pay forEqual Work Act (SB 19-085) the approximate compensation range forthis role in Colorado is listed above. Final compensation for thisrole will be determined by various factors, such as knowledge,skills, and abilities Life at

Ping:

We believe in and facilitate aflexible, collaborative work environment. We’re growing quickly,but remain true to the innovative, can-do startup values that gotus here. Most importantly, we keep hiring talented, smart, fun, andgenuinely nice people because that’s who we want to succeed withevery day. Here are just a few of the things that make

Pingspecial:

A company culture that empowers you to do your best work.

Employee Resource Groups that create a sense of belonging foreveryone. Regular company and team bonding events. Competitivebenefits and perks. Global volunteering and community initiatives

Our Benefits:

Generous PTO & Holiday Schedule Parental LeaveProgressive Healthcare Options Retirement Programs Opportunity forEducation Reimbursement Commuter Offset (Specific locations) Pingis the collective sum of all our individual experiences,backgrounds and influences and we pride ourselves in growing andlearning together. We are committed to building an inclusive anddiverse environment where everyone’s individuality is respected andeveryone has an Identity. In recruiting for new colleagues, wewelcome the unique contributions you can bring and encourage you tobe your best self. We are an Equal Opportunity/Affirmative Actionemployer. All qualified applicants will receive consideration foremployment without regard to race, color, religion, sex includingsexual orientation and gender identity, national origin,disability, protected Veteran Status, or any other characteristicprotected by applicable federal, state, or local law.