Senior Manager, Technical Account Management

Position Summary

The Senior Manager, Technical Account Management is a high-visibility leadership role requiring a blend of identity domain depth, delivery excellence, and strategic customer advocacy. You will lead, scale, and mentor a team of Technical Account Managers who act as embedded trusted advisors to Ping's most strategic and complex Elite customers.

Your team is responsible for ensuring that our Elite partners successfully deploy, integrate, and optimize the entire Ping Identity portfolio—spanning user orchestration, advanced multi-factor authentication (MFA), decentralized identity, and fraud protection. Success in this role is measured by the operational health, retention, and overall customer experience of your assigned portfolio. You will operate with significant autonomy to refine our delivery methodologies, design proactive support strategies, and forge seamless feedback loops between our customers and internal Product and Engineering teams.

Key Responsibilities

• People Leadership & Talent Pipeline: Lead and mentor a team of Technical Account Managers. Establish clear performance standards, foster a culture of technical curiosity regarding emerging identity standards, and design proactive career development plans. Drive the hiring strategy to secure a diverse pool of elite technical talent across various experience levels.
• Operational Strategy & Scaling: Define the technical account management roadmap for our Elite accounts. Assess team capability, align technical skill sets with evolving IAM deployment models (SaaS, software, and co-managed environments), and implement scalable processes within the Customer Experience organization that can adapt as our customer base expands.
• Proactive Account Health & Risk Mitigation: Oversee the delivery of architectural design reviews, operational health checks, and pre-launch risk assessments for critical identity milestones. Ensure your team drives root-cause analysis for major operational incidents and implements long-term preventative measures.
• Executive Advocacy & Relationship Management: Build strong, long-term relationships with key customer stakeholders, including CISOs, CIOs, and Lead Identity Architects. Translate complex technical milestones into strategic security and business outcomes to cultivate deep executive trust.
• Cross-Functional Alignment: Act as a critical bridge between customers and Ping's internal teams. Partner closely with Customer Experience leaders, Account Executives (AEs), and Support teams to safeguard renewals, mitigate friction, and provide feedback to product and engineering.