Emmanuel Idowu
Senior Technical Support Account Manager @Ping Identity
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WORK HISTORY
Senior Technical Support Account Manager @Ping Identity
London, GB
I am focused on high touch engagements with our premium client base. I use both my technical and procedural competency to manage relationships with both the customer base and our internal teams (e.g. CS/PS/SRE/AE/TSE), acting as a bridge to the customer so we collectively arrive at the best possible solution in the fastest time.A high proportion of my time is client-facing, the remainder of my responsibilities focused on improving internal processes and aligning engineer behavior to them. Some of my other responsibilities are to: Monitor the health of premier accounts, learn the historical feedback and expectations, organize ongoing support case reviews and ensure prioritization, manage the requirements and priorities of the customers, educate customers on best practices and learning opportunities, ensuring case SLAs are met on the customers behalf, understand specific customers needs and engaging additional engineering expertise, monitor trends and design processes to improve customers\' experience & escalation management.
EDUCATION
Coventry University
Business Information Technology, Information Technology
SKILLS
ABOUT EMMANUEL IDOWU
A Cloud Security, Technical Support Account Manager with experience in managing high profile platinum accounts (specifically accounts paying over the million dollar threshold). Responsible for change management, escalation management, case reviews as well as monitoring the overall health of each account.I possess a creative approach to problem solving and excellent team working skills which were crucial in implementing solutions for customer requests by liaising with multiple internal departments such as C.S /P.S/ S.R.E/ A.E/ Sales/ T.S.E.) daily whilst acting as a bridge to the customer. Leveraging my extensive experience in the Cloud Security / Identity and Access management sector for over 5 years, starting off as a Technical Support Engineer to my involvement as a Training and enablement lead for both new and existing hires.
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