Customer Success Incident Manager

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.    

• Supporting Your Well-Being 
• Driving Social Impact 
• Developing Talent and Fostering Connection + Community

We are intentional about connection. Our global community, spanning over 20 offices worldwide, is united by a drive to innovate. Your journey begins with an immersive, in-person onboarding experience designed to accelerate your impact and connect you to our mission and team from day one.

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.

If reasonable accommodation is needed to complete any part of the job application, interview process, or onboarding please use this Form to request an accommodation.

Notice for New York City Applicants & Employees: Okta may use Automated Employment Decision Tools (AEDT), as defined by New York City Local Law 144, that use artificial intelligence, machine learning, or other automated processes to assist in our recruitment and hiring process. In accordance with NYC Local Law 144, if you are an applicant or employee residing in New York City, please click here to view our full NYC AEDT Notice.

• →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

• 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