Support Account Manager, ForgeRock
$95-110k
Listed salary range applies to Colorado only, and may vary in other locations
Identity and access management solutions
Be an early applicant
Identity and access management solutions
1001+ employees
Be an early applicant
$95-110k
Listed salary range applies to Colorado only, and may vary in other locations
1001+ employees
Company mission
To make digital experiences both secure and seamless for all users, without compromise.
Role
Who you are
- 5+ years experience with enterprise-class software systems in a client-facing role
- Excellent communication skills, both verbal and written
- Utilize an extreme rapport-building approach to quickly establish trust with customers and provide assistance they can count on
- An organizational strategy to approach and manage each customer’s asks and a duty to follow through
- Incident Management, Problem Management and Change Management experience Experience with queue management and knowledge of support organization
- Experience managing internal and external account stakeholders in critical situations
- Ease in translating complex technology issues and communicate to broader audience
- Provide oversight and management on tasks Be able to keep a pulse on all matters is a key to success
- Approach problems methodically. Understand the customer, the problem, and impact
What the job involves
- At Ping we're committed to delivering an outstanding technical support service to our valued customer base
- Our Support Account Manager is a role which is focused on high touch engagements with our notable client base
- Escalation calls and focus meetings thrive when using a consistent approach to promote fast resolution for customers' core success
- We need a technically and procedurally competent individual to manage both the customer base and our internal support engineering team, so we collectively arrive at the best possible solution in the fastest time
- A high proportion of your time will be client-facing, the remainder of your responsibilities focused on improving internal processes and aligning engineer behavior to them
- Monitor the health of premier accounts
- Learn the historical feedback and expectations
- Organize ongoing support case reviews and ensure prioritization
- Educate customers on best practices and learning opportunities
- Ensure customer needs and case Service level agreements are met
- Oversee / communicate post mortem activitiesMonitor trends and design processes to improve customers' experience
- Organize follow-the-sun handovers across regions
- Work with Engineers to help relay each customer’s unique priorities
- Contribute to the management of working processes
- Critical Incident Management (Escalation Management)Manager on-call weekend rotation
- Work directly with other teams to strengthen Partner / PS / CS relationships
- Create and refine our process, ensuring that Support team needs are metCoordinate resources, providing internal and external executive communications
Our take
PingIdentity is a platform, delivered through both cloud services and on-premises software, that is used to provide a comprehensive Identity and Access Management service. In today’s highly connected digital world, digital identity management services — the process of identifying and authenticating users on networks to access services — has become a key aspect of interacting on the internet.
The digital identity market is worth approximately $30 billion today but growing at upwards of 18.5% and potentially as big as $100 billion by 2024, according to the latest forecasts. Consequently, competition is heavy for PingIdentity, with some other strong players in the various branches of identity management including Okta, LastPass, and Duo Security. The merger between PingIdentity and ForgeRock went some way to consolidating a firm rooting in the industry for both companies.
The now combined, PingIdentity and Forgerock have successfully attracted considerable funding and serve hundreds of brands, including Morningstar, Vodafone, and GEICO as well as governments like Norway, Canada, and Belgium. Alongside this, both companies were acquired by the leading software investment firm, Thoma Bravo in 2022 before the merger. This acquisition offered a unique opportunity for PingIdentity to further grow and marked the beginning of an exciting new chapter for the combined company and its customers.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
10% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Apr 2020
$93.5m
SERIES E
Sep 2017
$88m
SERIES D
Total funding: $233.5m
Company benefits
- AD&D: Benefit to financially help loved ones in case of accidental death or disability
- 100% Company paid Health Care options
- Vacation Allowance
- Health and Wellbeing resources
- Parental Leave and Family Bonding
- Expert Eye Care and the lastest eye wear
- Range of dental coverage
- Retirement programs with several investment options and financial planning services
- Employee Assistance Program
- Free lunches, snacks, and drinks
- Commuter Offset
Leadership
Andre Durand
(CEO)Is on the board for Jamf, Executive Chairman of Identiverse. Previously the Co-Founder of Digital ID World, LLC and Founder and General Manager of Jabber, Inc.
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