Manager - Support Account Management
To see similar active jobs please follow this link: Remote Management jobs
As a Manager over the Technical Support Account Management team and program, you will be responsible for developing and motivating a team of customer centric Ping experts and help lead day-to-day operations on a global scale. The day-to-day operations include coaching team members on best practices, assisting with escalations, ensuring adequate coverage throughout the day, working collaboratively with cross functional teams, taking an analytical approach to forecasting and growing the program, assisting with creative ways to strategically align resources to our premium customers and building strong relationships with them. This role will report directly to the Director of Support Account Management.
As a Team Manager you will:
Be responsible for coaching and mentoring a team of Support Account Managers
Develop growth plans for your direct reports to drive continuous improvement and development
Utilize a data-driven approach to assess team performance
Develop and/or enhance best practices, processes, and procedures to increase efficiency
Manage customer escalations by engaging directly with our customers and coordinating resources within Ping to resolve issues
Manage the daily influx of cases and service requests to ensure issues are appropriately prioritized and addressed in a timely manner
Assess engineer casework for quality and consistency
You Have:
7 years of related experience as a team Manager
IAM and CyberSecurity industry experience
Experience working directly with customers at the executive level
Excellent written and verbal communication skills
Experience with forecasting and capacity planning
Experience managing global teams including performance reviews / mgmt
A passion for customer service
About the job
Manager - Support Account Management
To see similar active jobs please follow this link: Remote Management jobs
As a Manager over the Technical Support Account Management team and program, you will be responsible for developing and motivating a team of customer centric Ping experts and help lead day-to-day operations on a global scale. The day-to-day operations include coaching team members on best practices, assisting with escalations, ensuring adequate coverage throughout the day, working collaboratively with cross functional teams, taking an analytical approach to forecasting and growing the program, assisting with creative ways to strategically align resources to our premium customers and building strong relationships with them. This role will report directly to the Director of Support Account Management.
As a Team Manager you will:
Be responsible for coaching and mentoring a team of Support Account Managers
Develop growth plans for your direct reports to drive continuous improvement and development
Utilize a data-driven approach to assess team performance
Develop and/or enhance best practices, processes, and procedures to increase efficiency
Manage customer escalations by engaging directly with our customers and coordinating resources within Ping to resolve issues
Manage the daily influx of cases and service requests to ensure issues are appropriately prioritized and addressed in a timely manner
Assess engineer casework for quality and consistency
You Have:
7 years of related experience as a team Manager
IAM and CyberSecurity industry experience
Experience working directly with customers at the executive level
Excellent written and verbal communication skills
Experience with forecasting and capacity planning
Experience managing global teams including performance reviews / mgmt
A passion for customer service