Technical Account Manager

2 weeks ago

Perth, Western Australia ForgeRock Full time

As a Technical Account Manager (TAM), you will be responsible for working with new and existing clients to ensure that they are successful with Ping solutions.


As part of the company's Global Support Organization, you will work with a variety of cross functional teams at Ping to ensure a client's journey from purchase to production is smooth and well managed.

You will partner with the customer to ensure each customer is fully optimized on their existing deployed solutions.

In summary, your job is to ensure that you deliver value to our customers.

You will:
Provide clients with technical architecture recommendations and best practices for Ping solutions based on their identity and security needs Facilitate visibility into company's product roadmap to help educate and engage customers Assist with over-the-shoulder configuration help on features and flows Coordinate and conduct business reviews with customer leadership to highlight success against goals/performance Assistance in planning, strategizing roll-outs and upgrades for platform adoption by the customer Provide customers with ad-hoc training to help build the skills in the 'most needed' areas Engage in the escalation and priority of support tickets created by clients in the program as needed Provide product demonstrations of Ping technologies Coordinate with other Ping Identity teams – including Support, Engineering and Product Management teams – to ensure customer needs are being addressed and resolved Provide feedback to Product Management for future products or enhancements based on trends and requirements Occasional availability during off-hours to act as a liaison or escalation point of contact due to your customers upgrade or critical implementation of Ping products Manage ongoing customer needs effectively to ultimately drive high customer retention and loyalty You have: Understanding of Java and knowledge of web technologies is a must Must have a minimum of 5 years' enterprise customer facing experience in a Customer Success, Sales Engineering, Support or Professional Services role Strong verbal and written communication skills Strong organizational skills Experience with SFDC or equivalent CRM systems Ability to manage proactive and reactive tasks effectively Proven track record in managing relationships with large enterprise clients Experience with Identity Management, Access Management or Federation You have an advantage if: Experience with Ping Identity solutions and APIs Experience with Windows and Linux operating systems General networking knowledge of protocols like HTTP/S, TCP/IPGeneral knowledge of protocols such as SAML, OAuth, or Open ID Connect is a plus Bachelor's Degree in Computer Science or equivalent experience#J-18808-Ljbffr

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