Customer Success Incident Manager

About the Position

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.

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

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 Have

• 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

We Offer

• Competitive salary range: $104,000-$143,000 USD
• Equity, 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.

About the Company

Okta is the leading independent provider of identity for the enterprise. The Okta Identity Cloud enables organizations to securely connect the right people to the right technologies at the right time. With over 7,000 pre-built integrations to applications and infrastructure providers, Okta customers can easily and securely use the best technologies for their business. More than 19,300 organizations, including JetBlue, Nordstrom, Slack, T-Mobile, Takeda, Teach for America, and Twilio, trust Okta to help protect the identities of their workforces and customers.

Location

Applicants must reside within 50 miles of our Chicago or Bellevue offices, and will be expected to be in office 2x/week.

Equal Opportunity Employer

Okta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws.