Ping Identity
Overview
Sr Director, Technical Support (Cloud) at Ping Identity. This role is a strategic leadership position responsible for overseeing the AMER cloud technical support function and ensuring exceptional customer experiences. Reporting to the VP Global Support, this position will lead and manage the AMER Cloud Support team, develop and execute support strategies, and drive continuous improvement to meet customer needs and expectations. The senior director will collaborate closely with cross-functional teams to optimize support processes, enhance customer satisfaction, and contribute to the overall success of Ping. Responsibilities
Develop and execute the overall cloud support strategy, aligned with the company\'s business goals and customer needs. Lead and manage the AMER Cloud Technical Support team, fostering collaboration, professional growth, and excellence in customer service. Define and implement support processes, policies, and metrics to ensure prompt and effective resolution of customer issues. Establish and maintain service level agreements (SLAs) and key performance indicators (KPIs) to measure and improve support effectiveness and customer satisfaction. Drive the adoption and utilization of support tools, technologies, and systems to enhance support productivity and enable data-driven decision-making. Collaborate with cross-functional teams, including Success, Product Management, Cloud Engineering, and Quality Assurance, to identify and address product-related issues and improve product reliability and usability. Develop and deliver customer support training programs to enhance the skills and knowledge of support team members. Foster a customer-centric culture within the support organization, promoting a proactive and empathetic approach to customer interactions. Deploy operational improvements leveraging automation, AI, and process standardization. Establish and maintain strong relationships with key customers, acting as a trusted advisor and escalation point for critical issues. Monitor and analyze support metrics and customer feedback, providing insights and recommendations to executive leadership to drive continuous improvement. Manage and allocate resources effectively to meet business objectives, including staffing, budgeting, and project prioritization. Maintain adaptability, flexibility, and a customer-centric mentality at all times. Qualifications
Bachelor\'s degree in Computer Science, Engineering, Business Administration, or a related field or similar experience. Extensive experience in a senior leadership role in Customer Support or Technical Support within the technology industry. Proven track record in leading and managing a high-performing Customer Support team. Experience across SaaS, Managed Services, FedRAMP, IL4/5. Salary & Benefits
Salary Range: 155,454.00 - 194,318.00 USD Plus 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. We hire talented, smart, fun, and genuinely nice people because that’s who we want to succeed with every day. 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 Benefits
Generous PTO & Holiday Schedule Parental Leave Progressive Healthcare Options Retirement Programs Opportunity for Education Reimbursement Commuter Offset (Specific locations) Equal Opportunity Employer statement: Ping is 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.
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Sr Director, Technical Support (Cloud) at Ping Identity. This role is a strategic leadership position responsible for overseeing the AMER cloud technical support function and ensuring exceptional customer experiences. Reporting to the VP Global Support, this position will lead and manage the AMER Cloud Support team, develop and execute support strategies, and drive continuous improvement to meet customer needs and expectations. The senior director will collaborate closely with cross-functional teams to optimize support processes, enhance customer satisfaction, and contribute to the overall success of Ping. Responsibilities
Develop and execute the overall cloud support strategy, aligned with the company\'s business goals and customer needs. Lead and manage the AMER Cloud Technical Support team, fostering collaboration, professional growth, and excellence in customer service. Define and implement support processes, policies, and metrics to ensure prompt and effective resolution of customer issues. Establish and maintain service level agreements (SLAs) and key performance indicators (KPIs) to measure and improve support effectiveness and customer satisfaction. Drive the adoption and utilization of support tools, technologies, and systems to enhance support productivity and enable data-driven decision-making. Collaborate with cross-functional teams, including Success, Product Management, Cloud Engineering, and Quality Assurance, to identify and address product-related issues and improve product reliability and usability. Develop and deliver customer support training programs to enhance the skills and knowledge of support team members. Foster a customer-centric culture within the support organization, promoting a proactive and empathetic approach to customer interactions. Deploy operational improvements leveraging automation, AI, and process standardization. Establish and maintain strong relationships with key customers, acting as a trusted advisor and escalation point for critical issues. Monitor and analyze support metrics and customer feedback, providing insights and recommendations to executive leadership to drive continuous improvement. Manage and allocate resources effectively to meet business objectives, including staffing, budgeting, and project prioritization. Maintain adaptability, flexibility, and a customer-centric mentality at all times. Qualifications
Bachelor\'s degree in Computer Science, Engineering, Business Administration, or a related field or similar experience. Extensive experience in a senior leadership role in Customer Support or Technical Support within the technology industry. Proven track record in leading and managing a high-performing Customer Support team. Experience across SaaS, Managed Services, FedRAMP, IL4/5. Salary & Benefits
Salary Range: 155,454.00 - 194,318.00 USD Plus 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. We hire talented, smart, fun, and genuinely nice people because that’s who we want to succeed with every day. 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 Benefits
Generous PTO & Holiday Schedule Parental Leave Progressive Healthcare Options Retirement Programs Opportunity for Education Reimbursement Commuter Offset (Specific locations) Equal Opportunity Employer statement: Ping is 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.
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