Customer Success Executive

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

📋 Description

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

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

• Representing the customer's voice within the organization to advocate for their requirements.

• Monitoring and identifying trends in adoption and utilization, offering recommendations based on potential risks and customer needs.

• Delivering proactive advice on Ping's features tailored to the customer's interests and business goals.

• Taking full ownership of the customer's onboarding, adoption, and advocacy across a portfolio of customers.

• Crafting and presenting "success plans" that outline technical stakeholders, milestones, metrics, and risks for key customers.

• Leading technically intricate customer issues from inception to completion while spotting opportunities for new solutions.

• Collaborating with cross-functional teams, including Product and Engineering, to address customer needs or projects.

• Creating business value for customers by partnering with them to define desired business outcomes, prioritizing value realization across the Ping platform.

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

• Discussing IAM best practices in on-premise, hybrid cloud, and on-premise infrastructures where deployment complexity is significant.

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

• Communicating and influencing effectively across all organizational levels, including C-suite executives.

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

• Demonstrating a willingness to be a hands-on contributor.

⛳️ Requirements

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

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

• A strong technical aptitude for understanding customer use cases and architectural requirements for Ping solutions.

• A proven history of driving issues to resolution and advocating effectively on behalf of a customer.

• Experience dealing with enterprise-level customers.

• Familiarity with the software development process and design methodologies.

• Exceptional communication and presentation capabilities.

• The ability to analyze technical concepts and translate them into business terms, as well as clarify complex technical ideas to customers.

• A robust combination of technical and leadership skills.

• A naturally curious and proactive mindset aimed at identifying adoption obstacles and risks.

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

• A solid technical understanding of Cloud Solutions.

🏝️ Benefits

• Generous PTO & Holiday Schedule

• Parental Leave

• Progressive Healthcare Options

• Retirement Programs

• Opportunity for Education Reimbursement

• Commuter Offset (Specific locations)