Content Conspiracy

Compensation

Full Description

Job Description: • Act as the primary point of contact for customer support case escalations, ensuring timely and satisfactory resolution • Facilitate any high priority incidents that occur and act as the primary point of contact to the customer • Manage communications to customers and internal executive teams during product incidents • Lead cross-functional initiatives to address and resolve complex issues within high-risk accounts, ensuring timely and effective escalation resolution • Triage, prioritize and assign escalations to appropriate teams while maintaining accountability • Develop and execute detailed action 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 resolution plans to customers and internal teams • Ensure customer feedback from escalations is documented and shared with relevant stakeholders • Gain 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 • Track and report on key metrics such as escalation response times, resolution, and customer satisfaction scores • On-call may be a requirement for this position in the future Requirements: • 5+ years of experience in an enterprise technical support organization, with at least 2 years managing escalations, preferably in B2B SaaS (bonus points for cybersecurity) • Proven track record of managing critical incidents and resolving high-impact customer issues • Exceptional communication skills with experience communicating regularly with executive-level management • Understanding of SaaS organizational and operational constructs including Product, Engineering, Support, Customer Success, Sales, and Professional Services • Ability to quickly establish trust and to influence others, both internally and externally • Ability to handle conflict and drive agreement on decisions for which conflicting opinions and inputs exist • Strong data-driven decision making skills, and process-oriented mindset • Ability to identify risks and dependencies and put plans in place to mitigate them • Adaptability, flexibility, and the conviction to “do the right thing” by keeping a customer-centric mentality at all times • Familiarity with support related tools such as Salesforce Service Cloud, Jira, and Slack Benefits: • Generous PTO & Holiday Schedule • Parental Leave • Progressive Healthcare Options • Retirement Programs • Opportunity for Education Reimbursement • Commuter Offset (Specific locations)