Customer Success Manager

Position Description:

The Customer Success Manager will be responsible for complementing Okta’s innovations, best practices and capabilities with our valued customers’ business objectives and priorities thereby driving higher business value and executive alignment between Okta and our customers.  You will be responsible for driving customer adoption and success by providing oversight, adoption recommendations, opportunities for greater service and risk management.  You will perform routine health checks and assist with business value assessment to ensure our customers, the most ROI from Okta. The success of this role means higher customer satisfaction, retention and expansion of Okta business.  

Okta’s Top 5 Core Leadership Competencies are part of the deeply ingrained principles that guide all of our company’s actions. They also align strongly to our cultural cornerstones, our Okta values: love our customers, empower our people, never stop innovating, act with integrity, and maintain transparency. It’s our expectation that our managers and leaders embody these core competencies:

  • Builds Effective Teams: Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.          
  • Demonstrates Self-Awareness (EQ): Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.
  • Develops Talent: Developing people to meet both their career goals and the organization’s goals.
  • Drives Results: Consistently achieving results, even under tough circumstances.
  • Strategic Mindset: Seeing ahead to future possibilities and translating them into breakthrough strategies.


Job Duties and Responsibilities:

  • Serve as the primary point of contact post implementation. Assume overall customer adoption responsibility and escalation management role.
  • Develop a trusted advisor relationship with customer stakeholders and executive sponsors to drive product adoption and ensure they are leveraging the solution to achieve full business value.
  • Partner with internal Okta stakeholders to align account activities with the customer's business case and strategy.
  • Prepare and educate customers on new features and releases.
  • Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needs. 
  • Conduct periodic customer health-checks.
  • Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
  • Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.
  • Work with the sales team to properly sell and positions Success Services.
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Minimum REQUIRED Knowledge, Skills, and Abilities:

    • Demonstrated customer success experience in SaaS organization
    • Knowledge and experience in Identity and Access Management  (IAM) and Security space
    • General knowledge of cloud architecture as well as on-premise IT landscape
    • Experience in consulting and implementation of IT systems preferably cloud service and/or identity management.
    • Knowledge of enterprise web technologies, security and cutting-edge infrastructures
    • Experience in systems support is strongly preferred
    • Comfortable and willing to be a hands-on contributor
    • Excellent communication skills, including issue tracking, triaging and crisis management
    • Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information , Developing Standards, Help Desk, Service Excellence
    • Experience of SaaS vendors such as Box, Google Apps, NetSuite, Salesforce, ServiceNow and Workday preferred.
    • Some light travel may be required

     
    Project Management

    • Ability to manage multiple customer projects simultaneously.
    • Ability to manage customers from inception to successful deployments and handover to sales when the leads are qualified for upsell.

    Problem Solving

    • Exhibits confidence and an extensive knowledge of emerging industry practices when solving business problems.
    • Identifies critical issues with ease.
    • Pushes creative thinking beyond the boundaries of existing industry practices and customer mindsets.

     Communication

    • Communicates with internal and external customers and all levels of management.
    • Effectively communicate technical information to non-technical audiences.
    • Delivers informative, well-organized presentations.
    • Understands how to communicate difficult/sensitive information tactfully.

     
    Team and Customer Interaction

    • Facilitates effective team interaction.
    • Communicates effectively with customers to identify needs and evaluate alternative technical solutions with customers.
    • Continually seeks opportunities to increase customer satisfaction and deepen client relationships.
    • Manages client expectations effectively.

     

    Education, Training and Certification

    • A Bachelor's degree in Computer Science, Information Technology or related discipline required

    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/

  • Okta is an Equal Opportunity Employer.

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