Senior Customer Success Outcome Manager at ForgeRock

About Ping Identity:

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

Our intelligent, cloud identity platform lets people shop, work, bank, and interact 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 Diversity, 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 Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management.

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, organisational 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 organising 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
• 7+ 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 challenges

Life at Ping:

We believe in and facilitate a flexible, collaborative work environment. We’re growing quickly, but remain true to the innovative, can-do startup values that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that’s who we want to succeed with every day.

Here are just a few of the things that make Ping special:

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

Our Benefits:

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

Ping is the collective sum of all 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 recruiting 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 Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.