Auth0, a global leader in Identity-as-a-Service (IDaaS), provides thousands of enterprise customers with a Universal Identity Platform for their web, mobile, IoT, and internal applications. Its extensible platform seamlessly authenticates and secures more than 1.5B logins per month, making it loved by developers and trusted by global enterprises. Auth0 has raised more than $110 million to date and continues its global growth at a rapid pace. We are consistently recognized as a great place to work based our outstanding leadership and dedication to company culture, and are looking for the best people to join our incredible team spread across more than 35 countries!

Auth0 is looking for an experienced Technical Project Manager/Escalation Manager to manage large customer issues as they arise. The role will be focussed around delighting our clients, and bringing them “back to health”, to reduce churn and increase lifetime loyalty.

Responsibilities:

• Develop and maintain a prioritized Issue List and Action Plan to drive resolution to critical customer issues
• Hold scheduled conference calls with assigned customer accounts to understand the business impacts of key critical issues, and report back on the current status of those issues
• Coordinate resources throughout Auth0’s organization to address the Action Plan for assigned problems
• Educate and promote best practices for leveraging PTC Technical Support with customers
• Report to senior management across Support organization to provide insight into the current state of the customer relationship with escalated problems

Experience and Skills Required:

• At least 5 years experience in Problem Management, Project Management or Escalation Management
• Bachelor’s Degree or equivalent
• Ability to establish and maintain strong relationships with a variety of internal and external roles, from technical contributors to senior management
• Excellent written and verbal communication skills
• Strong negotiation and objection handling skills
• Ability to effectively manage crisis situations
• Ability to manage customer expectations clearly, concisely, and in summary format
• Ability to effectively identify and manage a list of issues from inception to resolution
• Understanding of cross-functional relationships and processes critical to driving issue resolution
• Ability to effectively lead and work with cross-functional teams for complaint investigation, root cause analysis, identification and implementation of corrective/preventative actions

Auth0 is an Equal Employment Opportunity employer. Auth0 conducts all employment-related activities without regard to race, religion, color, national origin, age, sex, marital status, sexual orientation, disability, citizenship status, genetics, or status as a Vietnam-era special disabled and other covered veteran status, or any other characteristic protected by law. Auth0 participates in E-Verify and will confirm work authorization for candidates residing in the United States.