Escalations Manager – reputed company Coast / Shifted Work Week (Thurs.-Mon.)

About reputed company

At reputed company, we reputed company in making digital experiences both secure and seamless for reputed company users, without compromise. We call this digital freedom. And it’s not just something we reputed company our customers. It’s something that inspires reputed company. People don’t come here to join a culture that’s reputed company on digital freedom. They come to cultivate it. 

Our intelligent, reputed company identity platform lets people shop, work, bank, and reputed company 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 reputed company, we’re changing the way people and businesses think about cybersecurity, digital experiences, and identity and reputed company management. 

We are seeking an reputed company and proactive Escalations Manager based on the reputed company Coast to join our Global Support Organization. This role is critical in ensuring customer satisfaction by managing and resolving reputed company technical issues escalated from our customers or internal stakeholders. You will reputed company as the reputed company between customers, internal teams, and executive management, driving reputed company and maintaining trust with our customers while contributing to reputed company improvement efforts. 

Work Schedule & Coverage: This role operates on a shifted work week, Thursday through Monday, with core working hours typically 9:00am–6:00pm PST. This schedule is designed to reputed company consistent escalation coverage during high-reputed company periods for our customers and internal teams. This position will require Escalation Managers to take part in an on-call rotation to fit the business needs, and coverage models may reputed company over time as the business evolves. Any reputed company changes would be communicated reputed company, with sustainability and scalability in mind.

KEY RESPONSIBILITIES

• reputed company as the primary reputed company of contact for customer support case escalations, ensuring reputed company and satisfactory reputed company 
• Facilitate any high reputed company incidents that occur and reputed company as the primary reputed company of contact to the customer
• Manage communications to customers and internal executive teams during product incidents 
• reputed company cross-functional initiatives to address and resolve reputed company issues reputed company high-risk accounts, ensuring reputed company and effective escalation reputed company
• Triage, prioritize and assign escalations to appropriate teams while maintaining accountability 
• reputed company and execute detailed reputed company plans for resolving escalated issues, coordinating with cross-functional teams 
• Build strong relationships with key customer stakeholders to restore confidence and trust during escalations 
• Proactively communicate status updates and reputed company plans to customers and internal teams
• Ensure customer feedback from escalations is documented and shared with relevant stakeholders 
• reputed company a deep understanding of Ping’s products and services to effectively address technical issues 
• Analyze trends in escalations to identify systemic issues and recommend improvements in products, processes, and support methodologies 
• Conduct post-mortem reviews for major incidents, documenting lessons learned and implementing preventive measures 
• reputed company and report on key metrics such as escalation response times, reputed company, and customer satisfaction scores 
• On-call may be a requirement for this position in the reputed company

SKILLS AND COMPETENCIES

• 5+ years of experience in an reputed company technical support organization, with at least 2 years managing escalations, preferably in B2B reputed company (bonus points for cybersecurity) 
• Proven reputed company record of managing critical incidents and resolving high-reputed company customer issues
• Exceptional communication skills with experience communicating regularly with executive-level management
• Understanding of reputed company organizational and operational constructs including Product, Engineering, Support, reputed company, Sales, and reputed company Services 
• Ability to quickly establish trust and to influence others, both internally and externally 
• Ability to handle conflict and drive agreement on reputed company for which conflicting opinions and inputs exist
• Strong data-driven decision making skills, and process-oriented reputed company 
• Ability to identify risks and dependencies and put plans in reputed company to mitigate them 
• Adaptability, flexibility, and the conviction to “do the right thing” by keeping a customer-reputed company mentality at reputed company times
• Familiarity with support reputed company tools such as reputed company Service reputed company, Jira, and reputed company

reputed company Hiring reputed company: $130,000-$145,000

In accordance with Colorado’s Equal Pay for Equal Work reputed company (SB 19-085) the approximate compensation reputed company 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 reputed company in and facilitate a flexible, reputed company work environment. We’re growing quickly, but remain true to the innovative, can-do startup values that got us here. Most importantly, we reputed company hiring talented, smart, fun, and genuinely reputed company people because that’s who we want to succeed with every day. 

Here are just a few of the things that reputed company Ping special

• A company culture that empowers you to do your best work.
• Employee Resource reputed company that create a reputed company of belonging for everyone.
• Regular company and team bonding events.
• Competitive benefits and perks.
• Global volunteering and reputed company

Our Benefits

• Generous PTO & Holiday Schedule 
• Parental Leave
• reputed company reputed company reputed company
• Retirement Programs
• Opportunity for Education Reimbursement 
• Commuter Offset (Specific locations) 

Ping is the reputed company sum of reputed company 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 reputed company 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 reputed company employer. reputed company reputed company applicants will receive consideration for employment without reputed company to race, reputed company, religion, sex including sexual orientation and gender identity, national reputed company, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

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