Escalation Manager

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 Individuality, 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. 

We are seeking an experienced and proactive Escalations Manager to join our Global Support Organization. This role is critical in ensuring customer satisfaction by managing and resolving complex technical issues escalated from our customers or internal stakeholders. You will act as the bridge between customers, internal teams, and executive management, driving resolution and maintaining trust with our customers while contributing to continuous improvement efforts. 

KEY RESPONSIBILITIES: 

• Maintain internal control and momentum on critical accounts, consistently driving next steps, holding internal teams accountable to deadlines and updating internal stakeholders until the customer is fully stabilized.
• Act as the primary point of contact for customer support case escalations and high-priority incidents, ensuring timely and satisfactory resolution.
• Facilitate high-priority incidents that occur, acting as the primary point of contact to the customer.
• Triage, prioritize, and assign escalations to appropriate internal teams while maintaining full accountability for the outcome.
• Develop and execute detailed action plans for resolving escalated issues, coordinating all necessary cross-functional teams.
• Lead cross-functional initiatives to address and resolve complex issues within high-risk accounts.
• Manage and proactively communicate status updates and resolution plans to both customers and internal executive teams during product incidents and ongoing escalations.
• Build strong relationships with key customer stakeholders to restore confidence and trust during and after escalations.
• Analyze trends in escalations to identify systemic issues and recommend improvements in products, processes, and support methodologies.
• Ensure customer feedback from escalations is meticulously documented and shared with relevant internal stakeholders.
• Conduct post-mortem reviews for major incidents, documenting lessons learned and implementing preventive measures to avoid recurrence.
• Track and report on key metrics such as escalation response times, resolution time, and customer satisfaction scores (CSAT).
• Gain a deep understanding of Ping’s products and services to effectively address the technical nature of escalated issues.
• Serve as the internal escalation facilitator for executive touchpoints, providing rapid context and leading internal communication to maintain focus and control during high-visibility crises.
• Direct and delegate tasks identified during action planning back to responsible internal parties, ensuring clear ownership and driving traction toward resolution.
• On-call duty may be required for this role

SKILLS AND COMPETENCIES 

• 5+ years of experience in an enterprise technical support or services organization, with at least 2 years of direct experience managing high-severity critical-account escalations.
• Prior experience in Cybersecurity is strongly preferred.
• Proven track record of successfully resolving high-impact customer issues and managing critical incidents.
• Familiarity with support-related tools such as Salesforce Service Cloud and JIRA.

• Exceptional Communication: Proven ability to communicate clearly, confidently, and regularly with executive-level management (both internal and external) under high-pressure circumstances.
• Influence and Trust: Ability to quickly establish trust and effectively influence outcomes and drive consensus both internally and externally.
• Conflict Resolution: Strong aptitude for handling conflict and driving agreement on decisions where conflicting opinions and input exist.

• Organizational Understanding: Solid understanding of SaaS organizational and operational constructs, including Product, Engineering, Support, Customer Success, Sales, and Professional Services.
• Risk Management: Proven ability to identify risks and dependencies and proactively implement mitigation plans.
• Data-Driven Decision Making: Strong data-driven decision-making skills paired with a process-oriented mindset.
• Customer Advocacy: High degree of adaptability, flexibility, and a conviction to

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.