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, especially within strict Public Sector and Federal SLAs.
- 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, including Federal compliance and SLED-specific product requirements.
- 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, mapping solutions to modern government mandates (e.g., Zero Trust initiatives).
- 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 guidance to customers.
- Discussing IAM best practices within on-premise, hybrid cloud, and on-premise infrastructures where deployment complexity is high and alignment with security frameworks (FedRAMP, NIST, CJIS) is required.
- 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, with a proven track record supporting Strategic Enterprise, Federal, SLED, or broader Public Sector accounts.
- 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.
- Experience building executive-level relationships with government and public sector customers and implementation partners.
- Ability to own C-suite relationships and executive engagement, possessing strong skills in writing executive-level documents and presenting to multiple levels within large organizations.
- Ability to prioritize, gain alignment across key stakeholders, and parallel path multiple work streams while performing effectively under pressure.
- Proven track record of driving issues to resolution and advocating on behalf of a customer.
- Knowledge of the software development process and design methodologies.
- Exceptional communication and presentation skills.
- The ability to analyze technical concepts and translate them into business terms, as well as explain complex technical concepts to customers.
- A strong combination of technical and leadership skills.
- A naturally curious and proactive approach to uncovering adoption blockers and risks.
- Experience with SFDC, Gainsight, or equivalent CRM systems.
- Solid technical understanding of Cloud Solutions (experience with FedRAMP or highly regulated environments is a major plus).
Salary Range: $131,000 - $150,000 + variable pay
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.
Our Benefits:
- Generous PTO & Holiday Schedule
- Parental Leave
- Progressive Healthcare Options
- Retirement Programs
- Opportunity for Education Reimbursement
- Commuter Offset (Specific locations)
