Customer Success Outcome Manager
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, organizational 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 organizing 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
5+ 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 challenge
Salary Range: $74,000-84,000 + commission
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.