Escalations Manager (West Coast) - Shifted Work Week (Thurs-Mon)

We are seeking an experienced and proactive Escalations Manager based on the West Coast to join our Global Support Organization. This role is critical in ensuring customer satisfaction by managing and resolving complex technical issues escalated from our customers or internal stakeholders. You will act as the bridge between customers, internal teams, and executive management, driving resolution and maintaining trust with our customers while contributing to continuous improvement efforts. 

Work Schedule & Coverage:  This role operates on a shifted work week, Thursday through Monday, with core working hours typically 9:00am–6:00pm PST. This schedule is designed to provide consistent escalation coverage during high-impact periods for our customers and internal teams. This position will require Escalation Managers to take part in an on-call rotation to fit the business needs, and coverage models may evolve over time as the business evolves. Any future changes would be communicated clearly, with sustainability and scalability in mind.

KEY RESPONSIBILITIES: 

• Act as the primary point of contact for customer support case escalations, ensuring timely and satisfactory resolution 
• Facilitate any high priority incidents that occur and act as the primary point of contact to the customer
• Manage communications to customers and internal executive teams during product incidents 
• Lead cross-functional initiatives to address and resolve complex issues within high-risk accounts, ensuring timely and effective escalation resolution
• Triage, prioritize and assign escalations to appropriate teams while maintaining accountability 
• Develop and execute detailed action plans for resolving escalated issues, coordinating with  cross-functional teams 
• Build strong relationships with key customer stakeholders to restore confidence and trust during  escalations 
• Proactively communicate status updates and resolution plans to customers and internal teams
• Ensure customer feedback from escalations is documented and shared with relevant stakeholders 
• Gain a deep understanding of Ping’s products and services to effectively address technical issues 
• Analyze trends in escalations to identify systemic issues and recommend improvements in products, processes, and support methodologies 
• Conduct post-mortem reviews for major incidents, documenting lessons learned and implementing preventive measures 
• Track and report on key metrics such as escalation response times, resolution, and customer satisfaction scores 
• On-call may be a requirement for this position in the future

SKILLS AND COMPETENCIES 

• 5+ years of experience in an enterprise technical support organization, with at least 2 years managing escalations, preferably in B2B SaaS (bonus points for cybersecurity) 
• Proven track record of managing critical incidents and resolving high-impact customer issues
• Exceptional communication skills with experience communicating regularly with executive-level management
• Understanding of SaaS organizational and operational constructs including Product, Engineering, Support, Customer Success, Sales, and Professional Services 
• Ability to quickly establish trust and to influence others, both internally and externally 
• Ability to handle conflict and drive agreement on decisions for which conflicting opinions and inputs exist
• Strong data-driven decision making skills, and process-oriented mindset 
• Ability to identify risks and dependencies and put plans in place to mitigate them 
• Adaptability, flexibility, and the conviction to “do the right thing” by keeping a customer-centric mentality at all times
• Familiarity with support related tools such as Salesforce Service Cloud, Jira, and Slack

Base Hiring Range: $130,000-$145,000

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.