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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 dedicated Technical Support Engineering resources to these accounts.  

As the Manager of Mission Critical Support Engineering, 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 (MCS)
  • 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 (MCS) 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 influence decision makers, internal and external stakeholders and peers
  • Experience supporting Fortune 100 enterprise businesses
  • Experience with large SaaS applications
  • 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
  • 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


Okta is an Equal Opportunity Employer.

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Okta is rethinking the traditional work environment, providing our employees with the flexibility to be their most creative and successful versions of themselves, no matter where they are located.  We enable a flexible approach to work, meaning for roles where it makes sense, you can work from the office, or from home, regardless of where you live.  Okta invests in the best technologies and provides flexible benefits and collaborative work environments/experiences, empowering employees to work productively in a setting that best and uniquely suits their needs.  Find your place at Okta https://www.okta.com/company/careers/

By submitting an application, you agree to the retention of your personal data for consideration for a future position at Okta.  More details about Okta’s privacy practices can be found at: https://www.okta.com/privacy-policy.

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