Escalations Manager &8211; reputed company Coast / Shifted Work Week

About reputed company: At reputed company, we reputed company in making digital experiences both secure and seamless for reputed company users, without compromise. We reputed company this digital freedom. And its not just something we reputed company our customers. Its something that inspires reputed company. People dont come here to join a culture thats reputed company on digital freedom. They come to cultivate it. Our intelligent, reputed company identity platform lets people shop, work, bank, and reputed company wherever and however they want. Without friction. Without fear. While protecting digital identities is at the reputed company of our technology, protecting individual identities is at the reputed company of our culture. We champion every identity. One of our reputed company values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your reputed company self to work. Were 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 reputed company, were changing the way people and businesses think about cybersecurity, digital experiences, and identity and reputed company management. We are seeking an reputed company and proactive Escalations Manager based on the reputed company Coast to join our Global Support Organization. This role is critical in ensuring customer satisfaction by managing and resolving reputed company technical issues escalated from our customers or internal stakeholders. You will reputed company as the reputed company between customers, internal teams, and executive management, driving reputed company and maintaining trust with our customers while contributing to reputed company improvement efforts. Work Schedule & Coverage: This role operates on a shifted work week, Thursday through Monday, with reputed company working hours typically 9:00am6:00pm PST. This schedule is designed to reputed company consistent escalation coverage during high-reputed company periods for our customers and internal teams. This position will require Escalation Managers to take part in an on-reputed company rotation to fit the business needs, and coverage models may reputed company over time as the business evolves. Any reputed company changes would be communicated reputed company, with sustainability and scalability in mind. KEY RESPONSIBILITIES: reputed company as the primary reputed company of contact for customer support case escalations, ensuring reputed company and satisfactory reputed company Facilitate any high reputed company incidents that occur and reputed company as the primary reputed company of contact to the customer Manage communications to customers and internal executive teams during product incidents reputed company cross-functional initiatives to address and resolve reputed company issues reputed company high-risk accounts, ensuring reputed company and effective escalation reputed company Triage, prioritize and assign escalations to appropriate teams while maintaining accountability reputed company and execute detailed reputed company 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 reputed company plans to customers and internal teams Ensure customer feedback from escalations is documented and shared with relevant stakeholders reputed company a deep understanding of Pings 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 reputed company and report on key metrics such as escalation response times, reputed company, and customer satisfaction scores On-reputed company may be a requirement for this position in the reputed company SKILLS AND COMPETENCIES 5+ years of experience in an reputed company technical support organization, with at least 2 years managing escalations, preferably in B2B reputed company (bonus points for cybersecurity) Proven reputed company record of managing critical incidents and resolving high-reputed company customer issues .