Customer Success Outcome Manager

As a Customer Success Outcome Manager (CSOM) you’ll help orchestrate a world class customer experience to Ping Identity’s clients. Acting as a trusted advisor and advocate, you’ll build and maintain deep, strong relationships, and focus on delivering successful outcomes throughout the customer’s journey.

What you'll be doing:

• Outcomes and Advocacy Develop and maintain a deep understanding of ‘what success looks like’ to your customers, from high level business objectives down to specific success metrics.

• Build up an in-depth knowledge of your customers partner, organizational and technical landscape, to proactively maximize value and innovation from IAM initiatives, whilst removing friction and risk

• Create and drive cross-functional, and customer-collaborative

• Success Plans to support outcomes

• Act as an Advocate for the customer, identifying and organizing internal specialists and resources to resolve challenges and drive innovation, proactively flagging and managing any risks to customer outcomes

• Proactively identify opportunities to improve customer results and experience.

• From identifying and delivering relevant use case, vertical or technical best practices, to unlocking value from product or service offerings

• Capture and share ‘Voice of Customer’ insights from your interactions, to inform constant iteration and improvement 

• Relationship and Service Management

• Build long-lasting and successful customer and partner relationships

• Build effective lines of communication and trust with customer management, project teams, implementation partners and technology partners working within the assigned accounts.

• Own and deliver proactive value-add touch points with your customers throughout their journey, centered around customer outcomes

• Work alongside deployment project managers (cloud deployment managers, or engagement managers) 

• Own service maintenance contract relationship with the customer, ensuring compliance to levels as defined

• Lead escalation calls and processes; providing updates to Ping Identity management and account team

• Collaborate with Major Account Executives and Renewals Managers to inform expansion and renewal activities

• Platforms and Process Update, and feedback on, internal platforms, including Salesforce CRM and Gainsight

• Adopt and adhere to cross-functional platform and process requirements

Required Skills & Qualifications:

• You truly understand what it means to be ‘customer-first’, and are unafraid to challenge any decision that is not in line with this way of thinking 

• 5+ years experience in Software or SaaS, in a Customer success or Account management role, including customer mediation and service management

• Able to navigate, absorb and articulate deeply technical challenge

Salary Range: $74,000-84,000 + commission 

In accordance with Colorado’s Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities.