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Mission Critical Support Manager (San Francisco, CA)

JOB PURPOSE:

The Mission Critical Support Engineering (MCSE) team is focused on the support and success of Okta’s largest and most strategic customers, by providing named/dedicated Technical Support Engineering resources to these accounts.  

As the Mission Critical Support Engineering manager, you will have a strong technical background with a knowledge of best practices for building and scaling high performing support teams.  You will be responsible for leading a team charged with being the primary technical points of contact for some of the world’s largest organizations, whose most critical operations depend on Okta, and ensuring personalized value realization for each account.

DUTIES AND RESPONSIBILITIES:  

  • Develop Key Performance Indicators that benchmark and demonstrate the value of mission critical support
  • Ensure the database of customer use cases, flows, and other account specific attributes is regularly maintained and comprehensive
  • Ongoing incident analysis for trends and actionable outcomes in support of customer success
  • Account cross training to ensure fault tolerant mission critical support delivery during times of engineer unavailability
  • Serve as a point of escalation to facilitate accelerated issue resolution for Mission Critical customers
  • Work Cross-functionally to ensure smooth go-lives by obtaining additional organizational support as needed
  • Develop and maintain program collateral for sales and customer success team
  • Develop recruiting and on-boarding plan to ensure sufficient pipeline for new Mission Critical customer onboardings
  • Develop enablement plan to ensure existing Mission Critical Support Engineers evolve and grow their knowledge in tandem and in alignment with customer use cases and stay on the bleeding edge of new technologies
  • Participate and drive customer kick-off, business review, and ad-hoc meetings as needed
  • Develop a tailored proactive support plan for each Mission Critical Support customer
  • Deliver reporting to internal and external stakeholders as needed
  • Identify and document success best practices and customer references in support of further expansion of Mission Critical offering
  • Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers.
  • Participate in incident response on-call rotation

 

QUALIFICATIONS:

  • Ability to establish and maintain trust relationships with internal and external stakeholders
  • Bachelor’s Degree, preferably within a technical discipline. Master’s degree / MBA is a plus
  • 7+ years of customer support or consultancy services, with 2+ years in a managerial role heading a team servicing enterprise customers
  • A proven ability to develop and drive adherence and incremental year over year improvement on key performance indicators
  • Ability to influence decision makers, stakeholders and peers
  • A strategic thinker able to come up with out of the box data driven solutions to business problems
  • Strong work ethic with the ability to work in a dynamic environment
  • A customer first disposition focusing on customer success and transparency above all
  • Excellent relationship management, customer service and communication skills in variety of forms (written, live chat, conference calls, in-person.)
  • Excellent analytical and organizational abilities both from a high level and deeply granular viewpoint.
  • Familiarity with security or identity management is a strong plus
  • Experience with or a core understanding of public cloud services
  • Ability to handle conflict and drive agreement on decisions for which conflicting opinions and input exist

TRAVEL:

  • Intermittent domestic and international travel as business needs arises

Benefits:

Okta offers great compensation, work-life balance, personal time off (PTO), health insurance coverage, insurance for your financial protection, and savings/investment plans. This includes Medical, Dental, Vision, Life Insurance, Short Term and Long Term Disability, Flexible Spending Accounts, and 401(k). 

EEO:

Okta is an equal opportunity employer and does not discriminate on the basis of race, sex, age, national origin, religion, physical or mental handicaps or disabilities, marital status, veteran status, sexual orientation, nor any other basis prohibited by law.

Okta is an Equal Opportunity Employer.

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The foundation for secure connections between people and technology

Okta is the leading provider of identity for the enterprise. The Okta Identity Cloud connects and protects employees of many of the world's largest enterprises. It also securely connects enterprises to their partners, suppliers and customers. With deep integrations to over 5,000 apps, the Okta Identity Cloud enables simple and secure access from any device. Thousands of customers, including Experian, 20th Century Fox, LinkedIn, Flex, News Corp, Dish Networks and Adobe trust Okta to work faster, boost revenue and stay secure. Okta helps customers fulfill their missions faster by making it safe and easy to use the technologies they need to do their most significant work

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