Customer Success Incident Manager

okta· 426 open roles

Location TBD On-siteFull-timeYesterday

Salary

$104,000 - $143,000

Experience

Mid

Job Type

Full-time

Posted

Yesterday

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About This RoleAI processing…

Secure Every Identity, from AI to Human Identity is the key to unlocking the potential of AI. Okta secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era. This work requires a relentless drive to solve complex challenges with real-world stakes. We are looking for builders and owners who operate with speed and urgency and execute with excellence. This is an opportunity to do career-defining work. We're all in on this mission. If you are too, let's talk.

Key Responsibilities

1
Work with a global mindset as part of a team of Escalation Managers and Incident Managers
2
Collaborate with Auth0 on-call engineers and monitor online activity data for multiple Auth0 Services to identify service disruptions
3
Effectively communicate critical issue status (both verbally and written) to executive staff, sales teams, and other involved parties
4
Utilize business and technical skills to effectively manage incidents, coordinate meetings, calls, and deliverables, and interpret trend/regression patterns
5
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
6
Create and execute a data-driven incident get-well plan
7
Work with Engineering and Product Management on the resolution of specific issues that may arise as blockers for customer progress
8
Develop strong partnerships internally with Sales, Services, Support and Engineering
9
View problems and solutions holistically, from multiple viewpoints, and create a plan of action to best satisfy the needs of all stakeholders
10
Partner with engineering on the timely completion of all RCAs related to trust events
11
Manage and track schedules and rotations for trust events
12
Develop and manage trust event drills for support personnel
13
Take ownership of training and engagement of staff involved, including mentoring new staff engaged in either trust communications or P1 communications
14
Be an advocate within the organization to help ensure focus and execution of both trust and P1 case handling

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)
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

Perks & Benefits

Ability to work a flexible schedule as needed given the range of time zones covered (NAM, JP, AP, EMEA)

In addition, Okta offers equity (where applicable), bonus, and benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies.