Customer Success Incident Manager

Job Duties and 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

Minimum Knowledge, Skills, and Abilities

• 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)

Strongly Desired Knowledge, Skills, and Abilities

• 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

Note: Required hours are Monday-Friday 7am-3pm PT with on-call requirement on Friday, Saturday, Sunday on alternating weeks.