Full-Time
Technical Account Manager
Posted on 5/2/2024
Digital identity management for enterprises
Senior
Remote in USA
- Understanding of Java and knowledge of web technologies
- 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
- Provide customers with technical recommendations and best practices for their Ping Identity 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 your 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. Showing a demonstrated independent interest in advanced technologies
- Leading by example with an excellent work ethic and a positive mentality to steer the team whilst following best practices
- Developing a subject matter expertise in the product/service, whilst building a wide breadth of understanding of platform-wide interconnections
ForgeRock, a prominent enterprise-grade platform specializing in managing digital identities, stands out as a compelling workplace due to its integral role in enabling secure access across cloud and hybrid environments with cutting-edge technologies like autonomous access and identity cloud. The company is committed to advancing privacy and consent solutions, reflecting a culture that prioritizes security and innovation. Employees at ForgeRock are positioned at the forefront of industry developments, contributing to a safe and interconnected digital future.
Company Stage
IPO
Total Funding
$481.5M
Headquarters
San Francisco, California
Founded
2010