ForgeRock is hiring a
Technical Account Manager in Australia

Summary

The Technical Account Manager (TAM) role at Ping Identity involves partnering with customers to ensure successful utilization of ForgeRock solutions, working with cross-functional teams, providing technical recommendations, facilitating business reviews, and managing customer needs effectively. The ideal candidate should have 8 years’ enterprise customer facing experience, strong communication skills, organizational skills, experience with Identity Access Management solutions, and knowledge of Java and web technologies.

Requirements

• Understanding of Java and knowledge of web technologies is a must
• Minimum of 8 years’ enterprise customer facing experience in a Customer Success, Sales Engineering, Support or Professional Services role
• Strong verbal and written communication skills
• Strong organizational skills
• Experience with Zendesk/SFDC or equivalent CRM systems
• Ability to manage proactive and reactive tasks effectively
• Proven track record in managing relationships with large enterprise clients
• Experience with Identity Access Management solutions

Responsibilities

• Provide customers with technical recommendations and best practices for their ForgeRock solutions based on their identity and security needs
• Facilitate visibility into our product roadmap to help educate and engage customers
• Assist with ‘over-the-shoulder’ configuration help on features and functionality
• Coordinate and conduct business reviews with customer leadership to highlight success against goals/performance
• Assistance in planning, strategizing roll-outs and upgrades for platform adoption by the customer
• Provide customers with ad-hoc training to help build skills in the 'most needed' areas
• Engage in the escalation and prioritization of support tickets created by clients in the program
• Provide product demonstrations of our technologies
• Facilitate the collaboration across teams; including Support, Engineering, Customer Success and Product Management – to ensure internal alignment that customer needs are being addressed and resolved
• Provide feedback to Product Management to consider for future products or enhancements based on trends and requirements
• A liaison or escalation point of contact during off-hours due to a customer upgrade or critical implementation of our  products
• Manage ongoing customer needs effectively to drive high customer retention and loyalty
• Ensuring best practices are followed and processes are adhered to, especially with regard to ISO 27001/9001 compliance, security incidents and data breaches
• Actively prioritizing tasks/workload with self-discipline and good timekeeping
• Using creative thinking, business and technical analysis skills to go beyond the existing industry standard practices, to adjust existing and create new process improvements to delight our customers
• Leading by example with an excellent work ethic and a positive mentality to steer the team whilst following best practices

Preferred Qualifications

• Experience with our ForgeRock solutions and APIs
• Experience with Windows and Linux operating systems
• General networking knowledge of protocols like HTTP/S, TCP/IP
• General knowledge of protocols such as SAML, OAuth, or OpenID Connect is a plus

Benefits

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