Escalations Manager, AMER

Job Description

Ping Identity is seeking an experienced Escalations Manager to join their Global Support Organization. This role is critical in ensuring customer satisfaction by managing and resolving complex technical issues. The Escalations Manager will act as the bridge between customers, internal teams, and executive management, driving resolution and maintaining trust with customers while contributing to continuous improvement efforts.

• Act as the primary point of contact for all customer escalations.
• Facilitate any high priority incidents.
• Triage, prioritize and assign escalations to appropriate teams.
• Develop and execute detailed action plans for resolving escalated issues.
• Build strong relationships with key customer stakeholders.
• Proactively communicate status updates and resolution plans.
• Ensure customer feedback from escalations is documented.
• Gain a deep understanding of Ping’s products and services.
• Analyze trends in escalations to identify systemic issues.
• Conduct post-mortem reviews for major incidents.
• Track and report on key metrics.

Requirements:

• 5+ years of experience in an enterprise technical support organization.
• At least 2 years managing escalations, preferably in cybersecurity.
• Proven track record of resolving high-impact customer issues.
• Exceptional communication skills.
• Understanding of SaaS organizational and operational constructs.
• Ability to quickly establish trust and to influence others.
• Ability to handle conflict and drive agreement.
• 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.
• Adaptability, flexibility and the conviction to “do the right thing”.
• Familiarity with support related tools such as Salesforce Service Cloud, Jira and SupportLogic.

Role offers:

• Flexible, collaborative work environment.
• Employee Resource Groups.
• Regular company and team bonding events.
• Competitive benefits and perks.
• Global volunteering and community initiatives.
• Generous PTO & Holiday Schedule.
• Parental Leave.
• Progressive Healthcare Options.
• Retirement Programs.
• Opportunity for Education Reimbursement.
• Commuter Offset (Specific locations).