Customer Success Executive

Job Responsibilities

As a CSE, you are a seasoned technical expert, capable of handling the most complex customer challenges and leading strategic conversations. You will be a go-to resource for technical and business teams both internally and externally. Your responsibilities will include:

• Acting 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.
• Acting 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.
• Own the ultimate responsibility for the customer's onboarding, adoption, and advocacy across a portfolio of customers.
• Developing and delivering 'success plans' that identify technical stakeholders, milestones, metrics, and risks for key customers.
• Leading technically complex customer issues from start to finish and identifying opportunities for new solutions.
• Collaborating with cross-functional teams (including Product and Engineering) to help resolve customer needs or projects.
• Driving business value for customers by partnering with them to define desired business outcomes, focusing on maximizing value realization across the Ping platform.
• Leveraging multiple Ping solutions to provide high-level technical advisement to customers.
• Discussing IAM best practices within on-premise, hybrid cloud, and on-premise infrastructures where deployment complexity is high.
• Engaging with technical and business owners at all levels on the customer side.
• Communicating and influencing effectively at all levels of the organization, including C-level.
• 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 Executive, you should have:

• A minimum of 10 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.