Senior Manager, Technical Account Management

You will lead, scale, and mentor a team of Technical Account Managers who act as embedded trusted advisors to Ping's most strategic and complex Elite customers. You'll be responsible for ensuring your assigned portfolio of Elite partners successfully deploys, integrates, and optimizes the entire Ping Identity portfolio, spanning user orchestration, advanced multi-factor authentication, decentralized identity, and fraud protection. You'll operate with significant autonomy to refine delivery methodologies, design proactive support strategies, and build seamless feedback loops between customers and internal Product and Engineering teams. You'll build strong relationships with key customer stakeholders including CISOs, CIOs, and Lead Identity Architects, translating complex technical milestones into strategic business outcomes. You'll also serve as the escalation partner for high-impact customer friction, mobilizing cross-functional resolution efforts to protect trust and preserve Elite partnerships.

Responsibilities

• Lead and mentor a team of Technical Account Managers
• Establish clear performance standards and foster a culture of technical curiosity
• Design proactive career development plans for the team
• Drive hiring strategy to secure a diverse pool of elite technical talent
• Define the technical account management roadmap for Elite accounts
• Assess team capability and align technical skill sets with evolving IAM deployment models
• Implement scalable processes within the Customer Experience organization
• Oversee delivery of architectural design reviews and operational health checks
• Conduct pre-launch risk assessments for critical identity milestones
• Drive root-cause analysis for major operational incidents
• Implement long-term preventative measures for recurring issues
• Build long-term relationships with key customer stakeholders such as CISOs and CIOs
• Translate complex technical milestones into strategic security and business outcomes
• Act as a bridge between customers and internal teams
• Partner with Customer Experience leaders, Account Executives, and Support teams to safeguard renewals
• Provide Product Management with structured feedback on feature requests
• Serve as the escalation partner for high-impact customer friction and technical roadblocks
• Monitor account health indicators and relationship trends
• Mobilize cross-functional resolution efforts across Support, Product, and Engineering

Requirements

• 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
• Experience collaborating closely with sales or account management organizations
• Deep knowledge of large-scale enterprise IT ecosystems, application integrations, and security architectures
• 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
• Proven experience managing remote, cross-functional, or geographically distributed technical engineering teams
• 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)