Director, Global Escalations

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. 

The Director, Global Escalations and Incidents will ensure the successful resolution of the most challenging chapters in a customer's journey with Ping Identity.  These challenges could be due to service disruptions, product issues, support experience, communication, and/or customer service concerns. This function brings strategy, structure, and executive engagement to marshall company wide resources to assist customers placed in critical situations across our global regions. This role will ensure a high level of customer satisfaction, retention and expansion resulting in both resolution of each customer’s challenges to a healthy state, and continuous improvement and institutional learning from each customer engagement to prevent recurrences across our install base. 

Not only will you be on the front line with many of Ping’s largest customer relationships, but also those struggling with ambitious innovative solution plans intended to lead our install base forward.  Your work will be global and highly cross-functional in nature. You will problem-solve alongside leaders in other teams such as Product, Support, Sales, and Finance, to drive resolution and elevate the customer experience.  Beyond those customers proactively placed in this program, you will lead a team of globally dispersed escalation managers who will assist in increasing customer satisfaction.

KEY RESPONSIBILITIES:

• Develop nomination, entry and exit criteria for accounts that is a time bound need, restoring confidence and success within accounts to be promoted out of the program
• Lead support triage to identify and clearly articulate the customer situation and provide a rapid response with the recommended next steps, internal communication, and needed short-term team members on escalations
• Own the customer experience during high-severity incidents and escalations, ensuring cross functional alignment to drive resolution quickly
• Identify process gaps and themes with product and engineering to drive change and ensure timely customer communication and lessen support burden and customer frustration tied to escalations
• Build an internal program that predicts and prevents future escalations by engaging with the correct internal and external stakeholders
• Persuade, influence, and motivate people; build a culture of creating delightful customer experiences and relationships
• Lead resolution of the identified issue and partner with internal relationship owners to communicate directly with customers regarding ongoing escalations
• Build and lead an executive communications program with customers and internal leaders to ensure all relevant parties have the most up to date information
• Influence roadmap prioritization with Product and Engineering to resolve customer challenges
• Have the flexibility in your working hours to team with global customers, and willingness to be “on call” for your accounts
• Lead customer meetings including up to 10% travel
• Develop KPI’s, dashboards and OKR’s that show continuous improvement to increase customer satisfaction

SKILLS AND COMPETENCIES

• 10+ years of experience managing globally diverse, large, and cross-functional initiatives
• Implemented SaaS technology in large enterprise settings as a leader of customer or services teams
• Understanding of SaaS organizational and operational constructs including Product, engineering, support, success, sales, 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
• Ability to deal with ambiguity, utilize robust problem solving skills, demonstrate situational agility, manage parallel efforts, and communicate effectively through multiple channels 
• Exceptional business acumen and world-class presentation and customer interaction skills that have been acquired through deep technical knowledge and well-developed process management
• Goal orientation to drive progress for each customer through each interaction
• Experience with Ping, ForgeRock, Salesforce Service Cloud,, SupportLogic, Gainsight, Tableau, and Google Suite optional but highly desired
• Knowledge of the Ping platforms optional but highly desired

Salary Range: $125,000 - $165,000 + bonus

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.

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 influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone’s individuality is respected and everyone has an Identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self.

We are an Equal Opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.