Behind the Flame: Lucy

Welcome to Behind the Flame, a series created to showcase our incidentios.

Meet Lucy Jennings, Expansion Account Manager here at incident.io.

Q: What has been your favorite incident.io memory so far?

My favorite incident.io memory has to be the team BBQ on a yacht during the 2023 Barcelona offsite.

Q: What is the value that most resonates with you?

Raise the Pace, I love working quickly. Even though it can be too fast-paced sometimes at incident.io, I think this mindset is so important!

Q: What is your favorite benefit?

First Friday of the month. It's the perfect time for me to get all my chores done, then have a massage and just chill out and recharge.

Q: What is your favorite Slack channel?

#gen-z-explained, it gives me the perfect opportunity to poke fun at all my older colleagues!

Q: What advice would you give to yourself on your first day?

I'd tell myself to find the balance between short-term wins and long-term goals. When you join a startup, you obviously want to get things done quickly and make an impact, but it's also really important to have a long-term vision for how you want to develop your team and support your customers.

Q: How would you describe the culture in three words?

Transparent, kind, and unhinged.

Q: Why shouldn’t someone come and work at incident.io?

You shouldn't come and work here if you aren't ready to do things outside of your job description. We all muck in; you'll see the CEO helping mail things for customers, you'll see marketing people helping CS. We're all really cross-collaborative.

Q: Which incident.io employee would you want to be stuck in a lift with?

The incident.io employee I'd like to be stuck in a lift with is Andy Grabis, so I could annoy him even more.

Q: What does first Friday of the month mean to you?

The first Friday of the month means self-care, chores, and a relaxed long weekend.

Q: What are you most looking forward to with incident.io this year and beyond?

2025 is going to be huge for incident.io, we're going to scale up massively, bring in loads more amazing people, and hopefully welcome some fantastic new customers too.

Q: What is something that you are excited or proud to have worked on?

Something I'm really proud of is our huge Status Page push. Pulling over loads of customers from Atlassian over to our status pages and getting them online and looking amazing.

Q: What is it like being part of the Customer Success team?

Being part of the customer success team is super fun: it's high-paced, we get to work with sales, but also we get to go on-site, meet with our amazing customers, and spend time with them showing off the product.

Q: How would you describe the d2d as an Expansion Account Manager?

As an Expansion Account Manager, my day-to-day involves talking to lots of different customers at once. I'm constantly going through data to find potential expansion opportunities within different areas of companies. We're incredibly data-driven at incident.io, but we also get to chat to loads and loads of customers.

Q: What is something that surprised you when you joined?

The level of transparency in Slack channels surprised me. Instead of DMs and things happening in silos, we make sure that everyone's in the loop. That means anyone can drop into a channel or thread when they have great ideas, and be part of it rather than finding out about things later down the line!

Q: What has been your favorite customer interaction?

My favorite customer interaction was when my friends at Attentive Mobile bought me a birthday present. That was amazing. It normally happens the other way around, but sometimes you get really kind people that buy you gifts.

Q: If you were to join another team for the day, what team would you join and why?

I'd be working in Talent. You get to talk to loads of great people. You get to sell us externally. Not to people that are buying the product, but that you can build the culture. The culture at incident.io is one of my most prized things and I like protecting that.

Q: Why do you think companies need a reliable incident management tool?

People need a reliable incident management tool to keep themselves sane. So they need to be able to see how they're tracking their work and how much time they're spending on things. It's really important for engineers or other people to be using it to say, look, I'm spending all this time doing this thing. Perhaps we should invest in this part of our infrastructure or think about training these people so they can help too.