Senior Director, Customer Support
Ping Identity
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.
The Senior Director, EMEA Customer Support is a strategic leadership role responsible overseeing the regional customer support function and ensuring exceptional customer experiences.
Reporting to the VP Global Support, this position will lead and manage the local support organization, develop and execute support strategies, and drive continuous improvement to meet customer needs and expectations.
The senior director will collaborate closely with cross-functional teams to optimize support processes, enhance customer satisfaction, and contribute to the overall success of Ping.
Main Responsibilities:
- Develop and execute the overall customer support strategy, aligned with the company's business goals and customer needs.
- Lead and manage the EMEA Customer Support team, fostering collaboration, professional growth, and excellence in customer service.
- Define and implement support processes, policies, and metrics to ensure prompt and effective resolution of customer issues.
- Establish and maintain service level agreements (SLAs) and key performance indicators (KPIs) to measure and improve support effectiveness and customer satisfaction.
- Drive the adoption and utilization of support tools, technologies, and systems to enhance support productivity and enable data-driven decision-making.
- Collaborate with cross-functional teams, including Success, Product Management, Engineering, and Quality Assurance, to identify and address product-related issues and improve product reliability and usability.
- Develop and deliver customer support training programs to enhance the skills and knowledge of support team members.
- Foster a customer-centric culture within the support organization, promoting a proactive and empathetic approach to customer interactions.
- Deploy operational improvements leveraging automation, AI, and Process standardization
- Establish and maintain strong relationships with key customers, acting as a trusted advisor and escalation point for critical issues.
- Monitor and analyze support metrics and customer feedback, providing insights and recommendations to executive leadership to drive continuous improvement.
- Manage and allocate resources effectively to meet business objectives, including staffing, budgeting, and project prioritization.
- Adaptability, flexibility and the conviction to “do the right thing” by keeping a customer centric mentality at all times
Required Skills & Qualifications
- Bachelor's degree in Computer Science, Engineering, Business Administration, or a related field or similar experience.
- Extensive experience in a senior leadership role in Customer Support or Technical Support within the technology industry.
- Proven track record in leading and managing a high-performing Customer Support team.
- Experience across SaaS, Managed Services.
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.