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Escalations Manager

3 weeks ago

Sydney, Australia Ping Identity Full time

**About Ping Identity**:
At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it.

Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear.

While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. We champion every identity. One of our core values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to work.

We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management.

We are seeking an experienced and proactive Escalations Manager to join our Global Support Organization. This role is critical in ensuring customer satisfaction by managing and resolving complex technical issues escalated from our customers or internal stakeholders. You will act as the bridge between customers, internal teams, and executive management, driving resolution and maintaining trust with our customers while contributing to continuous improvement efforts.

**KEY RESPONSIBILITIES**:

- Act as the primary point of contact for all customer escalations, ensuring timely and satisfactory resolution
- Facilitate any high priority incidents that occur and act as the primary point of contact to the customer
- Triage, prioritize and assign escalations to appropriate teams while maintaining accountability
- Develop and execute detailed action plans for resolving escalated issues, coordinating with cross-functional teams
- Build strong relationships with key customer stakeholders to restore confidence and trust during escalations
- Proactively communicate status updates and resolution plans to customers and internal teams
- Ensure customer feedback from escalations is documented and shared with relevant stakeholders
- Gain a deep understanding of Ping's products and services to effectively address technical issues
- Analyze trends in escalations to identify systemic issues and recommend improvements in products, processes, and support methodologies
- Conduct post-mortem reviews for major incidents, documenting lessons learned and implementing preventive measures
- Track and report on key metrics such as escalation response times, resolution and customer satisfaction scores

**SKILLS AND COMPETENCIES**
- 5+ years of experience in an enterprise technical support organization, with at least 2 years managing escalations, preferably in cybersecurity
- Proven track record of resolving high-impact customer issues and managing critical incidents
- Exceptional communication skills with experience in communicating regularly with executive level management
- Understanding of SaaS organizational and operational constructs including Product, Engineering, Support, Customer Success, Sales, and Professional Services
- Ability to quickly establish trust and to influence others, both internally and externally
- Ability to handle conflict and drive agreement on decisions for which conflicting opinions and input exist
- Strong data-driven decision making skills, and process oriented mindset
- Knowledge of Lean, Six Sigma, and continuous improvement approaches
- Ability to identify risks and dependencies and put in place plans to mitigate them
- Adaptability, flexibility and the conviction to "do the right thing" by keeping a customer centric mentality at all times
- Familiarity with support related tools such as Salesforce Service Cloud, Jira and SupportLogic

**Life at Ping**:
**We believe in and facilitate a flexible, collaborative work environment. We're growing quickly, but remain true to the innovative, can-do startup values that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that's who we want to succeed with every day.**

**Here are just a few of the things that make Ping special**:

- A company culture that empowers you to do your best work.
- Employee Resource Groups that create a sense of belonging for everyone.
- Regular company and team bonding events.
- Competitive benefits and perks.
- Global volunteering and community initiatives

Our Benefits:

- Generous PTO & Holiday Schedule
- Parental Leave
- Progressive Healthcare Options
- Retirement Programs
- Opportunity for Education Reimbursement
- Commuter Offset (Specific locations)

**Ping is the collective sum of all our individual experiences, backgrounds and infl