Customer Success Outcome Manager | Ping Identity | $74k-$84k | Remote (USA)

Customer Success Outcome Manager | Ping Identity | $74k-$84k | Remote (USA)

74,000 - 84,000 / year
Remote US
Application ends: August 18, 2024
Apply Now

Job Description

As a Customer Success Outcome Manager (CSOM) you’ll help orchestrate a world class customer experience to Ping Identity’s clients. Acting as a trusted advisor and advocate, you’ll build and maintain deep, strong relationships, and focus on delivering successful outcomes throughout the customer’s journey.

What you’ll be doing:

  • Outcomes and Advocacy Develop and maintain a deep understanding of ‘what success looks like’ to your customers, from high level business objectives down to specific success metrics.
  • Build up an in-depth knowledge of your customers partner, organizational and technical landscape, to proactively maximize value and innovation from IAM initiatives, whilst removing friction and risk
  • Create and drive cross-functional, and customer-collaborative
  • Success Plans to support outcomes
  • Act as an Advocate for the customer, identifying and organizing internal specialists and resources to resolve challenges and drive innovation, proactively flagging and managing any risks to customer outcomes
  • Proactively identify opportunities to improve customer results and experience.
  • From identifying and delivering relevant use case, vertical or technical best practices, to unlocking value from product or service offerings
  • Capture and share ‘Voice of Customer’ insights from your interactions, to inform constant iteration and improvement 
  • Relationship and Service Management
  • Build long-lasting and successful customer and partner relationships
  • Build effective lines of communication and trust with customer management, project teams, implementation partners and technology partners working within the assigned accounts.
  • Own and deliver proactive value-add touch points with your customers throughout their journey, centered around customer outcomes
  • Work alongside deployment project managers (cloud deployment managers, or engagement managers) 
  • Own service maintenance contract relationship with the customer, ensuring compliance to levels as defined
  • Lead escalation calls and processes; providing updates to Ping Identity management and account team
  • Collaborate with Major Account Executives and Renewals Managers to inform expansion and renewal activities
  • Platforms and Process Update, and feedback on, internal platforms, including Salesforce CRM and Gainsight
  • Adopt and adhere to cross-functional platform and process requirements

Required Skills & Qualifications:

  • You truly understand what it means to be ‘customer-first’, and are unafraid to challenge any decision that is not in line with this way of thinking 
  • 5+ years experience in Software or SaaS, in a Customer success or Account management role, including customer mediation and service management
  • Able to navigate, absorb and articulate deeply technical challenge

Salary Range: $74,000-84,000 + commission 

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.