Tentang Ping Identity Ping Identity believing bahwa pengalaman digital dapat dibuat aman dan mulus bagi semua pengguna tanpa kompromi. Hal ini mereka sebut kebebasan digital, yang menjadi dasarUDE perusahaan sekaligus mengilhamibudaya kerja. Platform identitas berbasis cloud membantu orang berbelanja, bekerja, banking, dan berinteraksi di mana saja dan dengan cara apa pun, tanpa gesekan atau kekhawatiran, sambil melindungi identitas digital. Perlindungan identitas digital merupakan inti teknologi, sedangkan perlindungan identitas individu merupakan inti budaya perusahaan. Salah satu nilai utama mereka, Respect Individuality, mendorong Differences762庆祝 perbedaan agar setiap orang dapatbringing diri autentik ke tempat kerja. Kantor pusat Ping Identity berada di Denver, Colorado, dengan kantor dan karyawan di seluruh dunia. Perusahaan melayani perusahaan enterprises besar dan menuntut全世界, termasuk lebih dari separuh perusahaan Fortune 100. Customer Success Manager bertanggung jawab mendorong adopsi,-realisasi nilai, perpanjangan, dan perluasan dalam portofolio pelanggan tertentu. Posisi ini menjadi pemilik utama hubungan setelah penjualan, dengan mengoordinasikan sumber daya yang tepat dari Support, Product, Services, dan Sales agar pelanggan mencapai hasil yang diinginkan dan melihat Ping Identity sebagai mitra strategis. Tanggung jawab utama 1. Hasil pelanggan dan pendapatan Mengelola kesehatan pelanggan, retensi, dan risiko portofolio bersama Sales dan Renewals. Membangun, memperbarui, dan menjalankan rencana sukses pelanggan untuk akun prioritas dengan hasil bisnis, tenggat, dan penanggung jawab yang jelas. Mengidentifikasi risiko perpanjangan dan churn secara proaktif, menyusun save plans, serta memantau kegiatan mitigasi. Mengidentifikasi dan mengkualifikasi peluang perluasan seperti cross-sell, up-sell, dan perluasan kasus penggunaan, laluQG bekerja sama dengan Sales atau Account Management untukHr advancements. 2. Adopsi dan realisasi nilai Mengubah tujuan pelanggan menjadi hasil yang dapat diukur serta memastikan kemajuan dipantau dan dikomunikasikan. Regularly meninjau data penggunaan, health scores, dan telemetry untuk menemukan gap, mendorong adopsi, dan mencegah erosi nilai. Menyampaikan ulasan yang berfokus pada nilai, seperti Success Plan atau EBR, dengan narasi jelas yang menghubungkan penggunaan produk dengan hasil bisnis. 3. Keterlibatan dan advokasi pelanggan Membangun dan mempertahankan hubungan berbasis kepercayaan yang kuat dengan kontak harian, pemilik proyek, dan sponsor bisnis. Menjalankan check-ins, lokakarya, serta governance review secara terstruktur sesuai segmen pelanggan dan tahap siklus hidup. Menangkap dan membagikan masukan pelanggan, memastikan masalah ditindaklanjuti hingga selesai, dan menyebarkan pembelajaran di internal. Mengidentifikasi serta mengembangkan Advocates pelanggan untuk referensi, testimonial, studi kasus, dan acara. 4. Keunggulan operasional dan penggunaan tools Menjaga data pelanggan tetap akurat danmutakhir di CS tools dan CRM, termasuk health scores, catatan, success plans, risiko, dan tindakan. Menggunakan playbook serta proses standar untuk adopsi, pengembangan, dan persiapan perpanjangan. Menyiapkan dan memperbarui account success plans agar manajemen memiliki visibility yang jelas mengenai status, risiko, dan peluang. Berkontribusi pada peningkatan berkelanjutan terhadap proses, template, dan praktik terbaik CS. 5. Kolaborasi lintas fungsi Bekerja sama dengan Sales atau Account Executives dalam strategi akun, persiapan perpanjangan, dan keterlibatan eksekutif. Bersama Support dan Engineering, menangani eskalasi, mengomunikasikan status kepada pelanggan, dan mencegah terulangnya masalah. Berkolaborasi dengan Product Management serta CS Architecture atau Onboarding untuk membagikan insight pelanggan dan memengaruhi roadmap serta enablement. Mengoordinasikan dengan Professional Services untuk penentuan cakupan proyek, keselarasan delivery, dan handoff. Pengalaman dan keterampilan yang dibutuhkan Pengalaman dalam Customer Success, Account Management, Consulting, atau peran lain yang serupa dan menghadap pelanggan di lingkungan B2B SaaS atau enterprise software. Rekam jejak yang baik dalam mengelola portofolio pelanggan UKM hingga perusahaan besar serta mencapai target retensi. Pemahaman yang kuat terhadap model pendapatan langganan atau berulang dan faktor yang memengaruhi churn serta perluasan. Kemampuan membangun komunikasi dengan Percaya diri bersama stakeholder teknis dan nonteknis, mulai dari admin hingga tingkat Director atau VP. Nyaman bekerja dengan data dan dashboard seperti penggunaan, kesehatan pelanggan, NPS, atau CSAT, serta mengubah insight menjadi tindakan yang jelas. Kemampuan komunikasi, presentasi, dan storytelling yang 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Customer Success Manager

Deskripsi Pekerjaan

Ringkasan

Lowongan Terkait Lainnya

Manager, Customer Success

Enterprise Key Account Manager (Southland)

Account Manager - UK/I

Business Consultant (6 months contract with possible extension)