[Remote] Senior Manager, Technical Account Management

Note: The job is a remote job and is open to candidates in USA. Ping Identity is a company dedicated to making digital experiences secure and seamless for users. The Senior Manager, Technical Account Management role involves leading a team of Technical Account Managers to ensure successful deployment and optimization of Ping's identity solutions for elite customers, focusing on operational health and customer experience.

Responsibilities

• Lead and mentor a team of Technical Account Managers
• Establish clear performance standards, foster a culture of technical curiosity regarding emerging identity standards, and design proactive career development plans
• Drive the hiring strategy to secure a diverse pool of elite technical talent across various experience levels
• Define the technical account management roadmap for our Elite accounts
• Assess team capability, align technical skill sets with evolving IAM deployment models (SaaS, software, and co-managed environments), and implement scalable processes within the Customer Experience organization that can adapt as our customer base expands
• Oversee the delivery of architectural design reviews, operational health checks, and pre-launch risk assessments for critical identity milestones
• Ensure your team drives root-cause analysis for major operational incidents and implements long-term preventative measures
• Build strong, long-term relationships with key customer stakeholders, including CISOs, CIOs, and Lead Identity Architects
• Translate complex technical milestones into strategic security and business outcomes to cultivate deep executive trust
• Act as a critical bridge between customers and Ping’s internal teams
• Partner closely with Customer Experience leaders, Account Executives (AEs), and Support teams to safeguard renewals, mitigate friction, and provide Product Management with structured feedback on feature requests and product direction
• Serve as the definitive escalation partner for high-impact customer friction and complex technical roadblocks
• Proactively monitor account health indicators and relationship trends to get ahead of deployment risks, mobilizing cross-functional resolution efforts across Support, Product, and Engineering to protect trust and preserve our Elite partnerships

Skills

• 10+ years of experience in technical account management, enterprise customer experience engineering, technical support leadership, or complex IT delivery
• 5+ years of direct people management experience overseeing technical, client-facing engineering teams
• Proven track record of scaling technical delivery teams, driving operational excellence, and maximizing Elite customer experience and retention
• Demonstrated capability to interface confidently with C-level executives, possessing the strong executive presence required to navigate complex organizational dynamics
• Experience collaborating closely with sales or account management organizations to achieve shared customer outcomes
• Deep knowledge of large-scale enterprise IT ecosystems, application integrations, and security architectures
• Identity & Access Management (IAM) Expertise: Practical familiarity with IAM principles, directory services, Zero Trust security frameworks, and core protocols (such as SAML, OIDC, OAuth, and FIDO2)
• Bachelor's degree in Computer Science, Cybersecurity, Information Technology, or equivalent practical experience in complex technical environments
• Proven experience managing remote, cross-functional, or geographically distributed technical engineering teams within a fast-growing software or cybersecurity company
• Background in leading or advising on digital transformation initiatives, legacy-to-modern identity migrations, or complex software integration projects
• Recognized industry certifications such as CISSP, CCSP, or identity-specific credentials

Benefits

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

Company Overview

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