Think Beyond The Label Jobs

About Ping Identity: At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it. Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear. While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. We champion every identity. One of our core values, Respect Diversity, reminds us to celebrate differences so you are empowered to bring your authentic self to work We're 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 Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management. As a KCS Manager you will join the KCS and Communities team and play an integral role in the success of Ping's Knowledge-Centered Service (KCS) strategy. In this position you will be responsible for developing, implementing, and maintaining Knowledge-Centered Service (KCS) programs across various functions within Ping as part of the Center of Excellence Organization. Further you will partner with team members to drive self service through various related projects and programs. You will report directly to the Senior Manager of KCS and Communities. You will: Manage various aspects of the Knowledge-Centered Service (KCS) program. Drive adoption of the KCS, Intelligent Swarming, and Case Management programs Use data to analyze program health and direction Train employees and knowledge workers Coach Global Support Managers and Leads to interpret KPIs and program adoption Manage recurring stakeholder calls during a flexible schedule that includes supporting EMEA, APAC, and AMERICAS hours Work with senior leaders to develop a Knowledge Domain Analysis program: KDA Webinars, Self Service projects, KCS Driven Problem Management and more Champion a knowledge sharing culture by supporting global stakeholders including, Management, Technical Support Engineers, The KCS Council, KCS Coaches and Knowledge Domain Experts (KDEs) Partner with peers to improve self service and Digital CX through KCS and other programs. Work in a team that believes in working together, creating value, and contributing to the team's and company's success through unbounded contribution You have: 15+ years experience implementing and managing a KCS Program within a high tech Enterprise level company An analytical mindset with the ability to interpret and make data informed decisions Self-motivation and are able to handle multiple projects simultaneously Experience creating compelling communications and presentations that support Organizational Change Management (OCM) and project management efforts Experience with Salesforce Service Cloud, Salesforce Knowledge, Salesforce Community, and Salesforce workflows and reporting You have an advantage if: KCS v6 Practices Certification (or be willing to work towards one) Ability to connect KCS into other programs in the enterprise Ecosystem Organizational Change Management Certification or change management experience Previous experience educating managers and stakeholders on KCS value, and best practices You posses soft, customer service, and influencing skills

Life at Ping: We believe in and facilitate a flexible, collaborative work environment. We're growing quickly, but remain true to the innovative, can-do startup values that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people ecause that's who we want to succeed with every day. Here are just a few of the things that make Ping special: 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 Our Benefits: Generous PTO & Holiday Schedule Parental Leave Progressive Healthcare Options Retirement Programs Opportunity for Education Reimbursement Commuter Offset (Specific locations) Ping is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone's individuality is respected and everyone has an Identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self. We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individual with Disabilities