Support Account Manager

Ping Identity

. Monitor the health of premier accounts .

Posted 10/15/2026full-timeRemote • Colorado • United StatesMid-LevelSenior💰 $90,000 - $105,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Incident Management, Problem Management, and Change Management while effectively communicating complex technology issues to diverse audiences. Proven ability to build rapport with customers and manage critical situations, ensuring Service Level Agreements are met and customer needs are prioritized.

Highest-signal resume keywords

Incident ManagementProblem ManagementChange ManagementEnterprise-Class Software SystemsExcellent Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Queue ManagementCustomer Experience ImprovementService Level Agreement ManagementCritical Incident ManagementProcess Design

Soft Skills

Rapport-BuildingOrganizational StrategyMethodical Problem Solving

Industry Keywords

Client-Facing RoleSupport OrganizationPost-Mortem ActivitiesStakeholder ManagementFollow-the-Sun Handover

About the role

Key responsibilities & impact

Monitor the health of premier accounts
Learn historical customer feedback and expectations
Organize ongoing support case reviews and ensure prioritization
Educate customers on best practices and learning opportunities
Ensure customer needs and case Service Level Agreements are met
Oversee and communicate post-mortem activities
Monitor trends and design processes to improve customer experience
Organize follow-the-sun handovers across regions
Work with Engineers to relay each customer’s unique priorities
Contribute to management of working processes
Manage critical incidents and escalations
Participate in manager on-call weekend rotation
Work directly with other teams to strengthen Partner, PS, and CS relationships
Create and refine processes to ensure Support team needs are met
Coordinate resources and provide internal and external executive communications

Requirements

What you’ll need

5+ years experience with enterprise-class software systems in a client-facing role.
Excellent communication skills, both verbal and written
Extreme rapport-building approach to quickly establish trust with customers
Organizational strategy to approach and manage each customer’s asks and follow through
Incident Management, Problem Management and Change Management experience
Experience with queue management and knowledge of support organization
Experience managing internal and external account stakeholders in critical situations
Ability to translate complex technology issues and communicate to broader audiences
Ability to provide oversight and management on tasks
Ability to keep a pulse on all matters
Methodical approach to problems, understanding the customer, problem, and impact

Benefits

Comp & perks

Flexible, collaborative work environment
Company culture that empowers employees to do their best work
Employee Resource Groups
Regular company and team bonding events
Competitive benefits and perks
Global volunteering and community initiatives
Generous PTO & Holiday Schedule
Parental Leave
Progressive Healthcare Options
Retirement Programs
Opportunity for Education Reimbursement
Commuter Offset (Specific locations)