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.