Customer Success Manager
2 weeks ago
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.
As a Customer Success Manager, you will work with clients to ensure that they are successful with Ping solutions. You will report to the Manager of Customer Success for your region and be part of our Customer Care organisation. You will work with our Professional Services and Technical Support Teams to guarantee a client’s journey from purchase to production is smooth and well managed. You will also monitor a client’s ongoing health and establish a schedule for client interactions that ensure each customer is optimised on their existing deployed solutions.
You will:
- Manage ongoing customer needs effectively to promote high customer retention and loyalty
- Engage with multiple customer stakeholders to identify, define, track and measure the overall impact of Ping solutions to the organisation. This includes partnering with the Sales teams to deliver Executive Business Reviews to the customer.
- Advocate customer needs/issues cross-departmentally
- Develop, prepare, and nurture customers for advocacy.
- Develop and deliver "success plans" to key customers identifying stakeholders, milestones, metrics, and risks.
- Demonstrate advanced insights and understanding of customers' business/industry.
- Occasionally travel to customer sites or events.
You have:
- At least 3 years of customer facing experience in a Customer Success, Sales, Account Management or Project Management role in software or a similar industry
- Navigate easily in traditional complex Enterprise environments
- Experience with SFDC, Gainsight, or equivalent CRM systems
- Experience delivering and driving software adoption best practices
- Proven ability to collaborate and build strong relationships with executives internally and externally
- High technical aptitude to learn basics of customer use cases and architectural requirements for Ping solutions
You have an advantage if:
- Familiarity with Identity Management, Access Management or Federation
- Familiarity with Ping Identity solutions
- General knowledge of enterprise IT practices
- Bachelor’s Degree in computing, Business, Marketing, or equivalent experience
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