Customer Success Executive
You will manage major customer incidents, analyze customer data and adoption trends, advocate for customer needs, provide technical guidance, own onboarding and adoption across a customer portfolio, develop success plans, lead complex issues, collaborate with Product and Engineering, and advise customers on IAM best practices and Ping solutions.
Responsibilities
- Manage major customer incidents and communications through resolution
- Analyze support cases, survey responses, and renewal behavior to identify trends and risks
- Advocate for customer needs internally
- Monitor adoption and utilization trends
- Provide proactive guidance on Ping features
- Own customer onboarding, adoption, and advocacy across a customer portfolio
- Develop and deliver success plans
- Lead technically complex customer issues from start to finish
- Collaborate with Product and Engineering to resolve customer needs
- Define desired business outcomes and maximize platform value
- Advise customers on Ping solutions and IAM best practices
- Engage technical and business owners at all levels
- Communicate and influence across the organization
- Travel occasionally to customer sites and provide after-hours or weekend coverage when needed
Requirements
- 10+ years of related Customer Success or Customer Experience experience
- Consulting and implementation experience with IT systems
- Experience with cloud services or identity management
- Technical aptitude for customer use cases and solution architecture
- Experience driving issues to resolution
- Experience with enterprise-level customers
- Knowledge of software development processes and design methodologies
- Exceptional communication and presentation skills
- Ability to translate technical concepts into business terms
- Technical and leadership skills
- Experience with SFDC, Gainsight, or equivalent CRM systems
- Technical understanding of cloud solutions
Benefits
- Generous PTO and holiday schedule
- Parental leave
- Progressive healthcare options
- Retirement programs
- Education reimbursement
- Commuter offset for specific locations