客户成功经理
Customer Success Manager
关于 Ping Identity：
在 Ping Identity，我们相信为所有用户提供安全且无缝的数字体验，而无需妥协。我们称之为数字自由。这不仅是为我们的客户提供，也是激励我们公司的力量。人们来到这里不是为了加入一个建立在数字自由上的文化，而是为了培育它。
我们的智能云身份平台让客户可以随时随地购物、工作、银行交易和互动，毫无障碍，毫无恐惧。
虽然保护数字身份是我们的技术核心，但保护个人身份是我们的文化核心。我们支持每一个身份。我们的核心价值观之一“尊重个性”提醒我们去庆祝差异，让你能够带着真实的自我来上班。
我们总部位于科罗拉多州丹佛市，并在全球设有办公室和员工。我们为全球最大的、最苛刻的企业提供服务，包括超过一半的财富100强企业。在 Ping Identity，我们正在改变人们和企业对网络安全、数字体验以及身份和访问管理的看法。
作为客户成功经理，你将作为客户组织的指定资源和合作伙伴。你将建立并维护信任关系，作为日常运营需求的技术资源。你的职责包括：
- 作为重大客户事件的主要联系人，负责在解决过程中管理期望和沟通。
- 分析客户数据，如支持案例、调查回复和续约行为，以识别技术趋势和风险。
- 在内部代表客户发声，为其需求争取利益。
- 监控和识别采用和使用趋势，根据风险和客户需求提供建议。
- 根据客户的兴趣和业务目标，主动指导 Ping 的功能。
- 偶尔需要前往客户现场，并根据需要在非工作时间或周末提供支持。
- 愿意作为一线贡献者。
资格要求
要成为一名成功的客户成功经理，你需要具备：
- 至少4年客户成功/体验相关经验。
- 在咨询和 IT 系统实施方面有经验，最好是云服务和/或身份管理领域。
- 具备较强的技术能力，能够学习客户的使用场景和架构。
查看英文原文
About Ping Identity:
At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it.
Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear.
While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. We champion every identity. One of our core values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to work.
We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management.
As a CSM, you will serve as a named resource and partner for customer organizations. You will build and maintain trusting relationships, acting as a technical resource for day-to-day operational needs. Your responsibilities will include:
- Act as a point of contact for any major customer incidents, being responsible for managing expectations and communications through resolution.
- Analyzing customer data such as support cases, survey responses, and renewal behaviors to identify technical trends and risks.
- Act as the voice of the customer internally to advocate for their needs.
- Monitor and identify adoption and utilization trends, providing recommendations based on risk and customer needs.
- Providing proactive guidance on Ping's features based on the customer's interests and business objectives.
- Occasionally traveling to customer sites and being available for some after-hours or weekend coverage as needed.
- Willingness to be a hands-on contributor.
Qualifications
To be a successful Customer Success Manager, you should have:
- A minimum of 4 years of related experience in Customer Success / Experience.
- Experience in consulting and implementation of IT systems, preferably cloud service and/or identity management.
- A strong technical aptitude to learn customer use cases and architectural requirements for Ping solutions.
- A naturally curious and proactive approach to uncovering adoption blockers and risks.
- Experience with SFDC, Gainsight, or equivalent CRM systems.
- Solid technical understanding of Cloud Solutions.
Salary Range: $76,000 - $95,000 + variable pay
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. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that’s who we want to succeed with every day.
Here are just a few of the things that make Ping special:
- 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
Our Benefits:
- Generous PTO & Holiday Schedule
- Parental Leave
- Progressive Healthcare Options
- Retirement Programs
- Opportunity for Education Reimbursement
- Commuter Offset (Specific locations)
Ping is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone’s individuality is respected and everyone has an Identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self.
We are 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.