Customer Success Incident Manager

We are seeking a Customer Success Incident Manager to join our team at Okta. As an independent problem solver, you will be responsible for developing and maintaining Auth0 by Okta Trust Support Incident strategies.

Your main objectives will be to:

• Collaborate with Auth0 on-call engineers and monitor online activity data for multiple Auth0 Services to identify service disruptions
• Communicate critical issue status to executive staff, sales teams, and other involved parties
• Manage customer-facing communications for Incidents, explaining the details of disruption and how you 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

The ideal candidate will have:

• 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
• Experience in managing and rolling out large-scale processes
• Experience in trend analysis and presentation

This role comes with a salary range of $104,000-$143,000 USD per year, depending on location and experience. Benefits include health, dental, and vision insurance, 401(k), flexible spending account, and paid leave.