Customer Success Incident Manager

Okta•Chicago, IL

10d•$104,000 - $143,000•Hybrid

About The Position

The ideal Auth0 Trust Incident Manager is an independent “problem identifier and solver” who is driven by going the distance to make Auth0 by Okta’s customers and support teams successful. As this is a high visibility role with both Auth0 and Okta customers, the ideal candidate is an articulate and seasoned expert with strong business acumen and executive presence who can work across levels of internal (Auth0) and external organizations (customers) to drive improvements in the betterment of the customer experience. In this role, you will be responsible for developing and maintaining Auth0 by Okta Trust Support Incident strategies. This includes recommending changes to people, process, and technology by utilizing prior support incidents to determine opportunities for improvement. You will take the lead in change initiatives, including training and communications to the entire Support organization. This role will include continuous evaluation and updates to the incident management process as well as training and mentoring employees on the same for our most critical situations. In addition, this role will be responsible for timely and accurate publicly facing Trust posts that are detailed and well written in the context of standard incident management protocols. PLEASE NOTE: The required hours for this role are Monday-Friday 7am-3pm PT. Additionally, there is an on-call requirement on Friday, Saturday, Sunday on alternating weeks.

Requirements

Demonstrated experience in managing Trust and P1 case handling processes
3+ years in enterprise technical support incident management in the SaaS industry
Excellent relationship management, customer service and communication skills (verbal and written)
Experience in managing and rolling out large scale processes
Experience in trend analysis and presentation
Passion for solving customer issues and advocating for their success, in a fast-paced, highly technical environment
Ability to work independently with little direct supervision and as a part of a team
Able to work cross functionally in proposing solutions for the betterment of the customer experience
Ability to work a flexible schedule as needed given the range of time zones covered (NAM, JP, AP, EMEA)

Nice To Haves

Experience in working in Cloud Support and/or Engineer organizations
Strong communication and presentation skills up to VP/SVP level
Experience in training and mentoring employees
Strong analytical and organizational abilities

Responsibilities

Work with a global mindset as part of a team of Escalation Managers and Incident Managers
Collaborate with Auth0 on-call engineers and monitor online activity data for multiple Auth0 Services to identify service disruptions
Effectively communicate critical issue status (both verbally and written) to executive staff, sales teams, and other involved parties
Utilize business and technical skills to effectively manage incidents, coordinate meetings, calls, and deliverables, and interpret trend/regression patterns
Manage customer-facing communications for Incidents (status page posts, RCA’s etc), explaining the details of disruption, the impact on customer applications and how we are working towards resolution
Create and execute a data-driven incident get-well plan
Work with Engineering and Product Management on the resolution of specific issues that may arise as blockers for customer progress
Develop strong partnerships internally with Sales, Services, Support and Engineering
View problems and solutions holistically, from multiple viewpoints, and create a plan of action to best satisfy the needs of all stakeholders
Partner with engineering on the timely completion of all RCAs related to trust events
Manage and track schedules and rotations for trust events
Develop and manage trust event drills for support personnel
Take ownership of training and engagement of staff involved, including mentoring new staff engaged in either trust communications or P1 communications
Be an advocate within the organization to help ensure focus and execution of both trust and P1 case handling