Senior Director, Customer Support

Job Description

Ping Identity is seeking a Senior Director, EMEA Customer Support. This role is a strategic leadership position responsible for overseeing the regional customer support function and ensuring exceptional customer experiences. Reporting to the VP Global Support, this position will lead and manage the local support organization, 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 Identity.Role involves:

• Developing and executing the overall customer support strategy.
• Leading and managing the EMEA Customer Support team.
• Defining and implementing support processes, policies, and metrics.
• Establishing and maintaining service level agreements (SLAs) and key performance indicators (KPIs).
• Collaborating with cross-functional teams.
• Developing and delivering customer support training programs.
• Establishing and maintaining strong relationships with key customers.
• Monitoring and analyzing support metrics and customer feedback.
• Managing and allocating resources effectively.

Requirements:

• 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.

Role offers:

• Generous PTO & Holiday Schedule
• Parental Leave
• Progressive Healthcare Options
• Retirement Programs
• Opportunity for Education Reimbursement