ForgeRock is hiring a
Customer Success Outcome Manager in Worldwide

Summary

The job is for a Customer Success Outcome Manager at Ping Identity, responsible for helping deliver successful customer outcomes, building strong relationships, and acting as an advocate. The role requires 5+ years of experience in Software or SaaS, in a Customer success or Account management role, including customer mediation and service management.

Requirements

5+ years experience in Software or SaaS, in a Customer success or Account management role, including customer mediation and service management

Responsibilities

• Develop and maintain a deep understanding of ‘what success looks like’ to your customers
• Build up an in-depth knowledge of your customers partner, organizational and technical landscape
• Create and drive cross-functional, customer-collaborative Success Plans to support outcomes
• Act as an Advocate for the customer, identifying and organizing internal specialists and resources to resolve challenges and drive innovation
• Proactively identify opportunities to improve customer results and experience
• Capture and share ‘Voice of Customer’ insights from your interactions, to inform constant iteration and improvement
• 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

Benefits

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