Support Account Manager
Ping Identity provides an identity security platform for the digital enterprise, offering identity, access management, orchestration, and fraud prevention solutions. They serve large organizations across government, financial services, healthcare, retail, and media & telco sectors.
Maintainer signals as of 8/12/2026
Funding history
Investors
About Ping Identity
Ping Identity offers the Ping Identity Platform, an identity security solution providing capabilities for identify, manage, access, and govern needs, with support for any identity and any experience. The platform is powered by Helix, an AI engine driving intelligent identity services, and supports orchestration through a no-code, drag-and-drop interface, decentralized identity with reusable verified credentials, and fraud prevention capabilities. Ping Identity serves some of the world's largest organizations, including government agencies (e.g., State of Connecticut), financial services firms (e.g., Coast Capital), healthcare companies (e.g., Philips), retailers (e.g., Best Buy), and media & telco companies (e.g., The BBC), helping them reduce fraud, improve customer experience, and scale digital identity services across 6,500+ orchestrated capabilities and 350+ connectors.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will manage high-touch customer engagements, monitor premier account health, organize support case reviews, ensure service-level agreements are met, oversee incident postmortems, coordinate regional handovers, manage critical incidents, improve support processes, and coordinate internal and external communications.
Requirements
- 5+ years of experience with enterprise-class software systems in a client-facing role
- Excellent verbal and written communication skills
- Experience with incident management, problem management, and change management
- Experience with queue management and support organizations
- Experience managing internal and external account stakeholders in critical situations
- Ability to translate complex technology issues for broader audiences
- Ability to oversee and manage tasks
- Methodical problem-solving approach
Responsibilities
- Monitor the health of premier accounts
- 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 and communicate postmortem activities
- Monitor trends and design processes to improve customer experience
- Organize follow-the-sun handovers across regions
- Relay each customer's priorities to engineers
- Contribute to working-process management
- Manage critical incidents and escalations
- Participate in the manager on-call weekend rotation
- Strengthen partner, professional services, and customer success relationships
- Create and refine support processes
- Coordinate resources and executive communications
Benefits
- Generous PTO and holiday schedule
- Parental leave
- Progressive healthcare options
- Retirement programs
- Education reimbursement
- Commuter offset for specific locations