Customer Success Executive

This is a fully remote position, open to applicants in Colorado.

📋 Description

• Serving as the primary point of contact for significant customer incidents, responsible for managing communications and expectations until resolution is achieved.

• Evaluating customer data, including support cases, survey feedback, and renewal patterns to uncover technical trends and risks.

• Representing the customers' voices internally to advocate for their requirements.

• Tracking and recognizing adoption and usage trends, offering recommendations based on customer needs and potential risks.

• Delivering proactive advice on Ping's offerings in alignment with customers' interests and business goals.

• Holding ultimate accountability for the onboarding, adoption, and advocacy of customers within a designated portfolio.

• Creating and presenting "success plans" that highlight technical stakeholders, key milestones, metrics, and associated risks for important customers.

• Managing technically intricate customer issues from inception to resolution while identifying potential opportunities for new solutions.

• Collaborating with cross-functional teams (including Product and Engineering) to address customer requirements or project needs.

• Enhancing business value for customers by partnering with them to define desired outcomes, with a focus on maximizing value realization across the Ping platform.

• Utilizing various Ping solutions to offer high-level technical guidance to customers.

• Discussing IAM best practices within complex deployment environments, including on-premise, hybrid cloud, and on-premise infrastructures.

• Engaging with technical and business stakeholders at all levels within the customer organizations.

• Effectively communicating and influencing stakeholders at all organizational levels, including C-suite executives.

• Occasionally traveling to customer locations and being available for after-hours or weekend support as necessary.

• Ready to contribute hands-on when required.

⛳️ Requirements

• At least 10 years of relevant experience in Customer Success/Experience.

• Background in consulting and implementing IT systems, preferably in cloud services and/or identity management.

• Strong technical aptitude to comprehend customer use cases and architectural requirements for Ping solutions.

• Proven ability to resolve issues and advocate effectively on behalf of customers.

• Experience working with enterprise-level clients.

• Familiarity with the software development lifecycle and design methodologies.

• Excellent communication and presentation abilities.

• Capability to analyze technical concepts and convey them in business terms, along with explaining complex technical ideas to customers.

• A robust combination of technical expertise and leadership qualities.

• An inherently curious and proactive mindset to identify adoption obstacles and risks.

• Experience with SFDC, Gainsight, or comparable CRM systems.

• Strong technical knowledge of Cloud Solutions.

🏝️ Benefits

• Generous PTO & Holiday Schedule

• Parental Leave

• Progressive Healthcare Options

• Retirement Programs

• Opportunity for Education Reimbursement

• Commuter Offset (Specific locations)