Escalations Manager, APAC at Ping Identity

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

Responsibilities:

• Act as the primary point of contact for all customer escalations.
• Facilitate 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 is documented and shared.
• 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 with experience in communicating regularly with executive level management.
• Understanding of SaaS organizational constructs.
• Ability to quickly establish trust and 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 a customer-centric mentality.
• Familiarity with support-related tools such as Salesforce Service Cloud, Jira, and SupportLogic.

What Ping Identity 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