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Digital Customer Success Manager

Job Purpose and Description:
Love our Customers is our #1 Value at Okta.   The Okta Customer First Team lives and breathes this every day.  A critical element of Okta’s strategy, is helping our customers accelerate their time to value and expand their relationship with Okta.  This is a key differentiator for Okta and we believe that all customers, large and small, deserve an exceptional experience and this assistance. When we do this well, our customers succeed and Okta succeeds by growing our renewal rates.  

The new Digital Customer Success Manager role is an exciting opportunity to help build and execute a Digital Customer Success strategy with the goal of providing an exceptional, multi-channel engagement experience that maximizes value for SMB & Scale customers post-sale. You will lead digital lifecycle initiatives and programs that in many cases will be customers’ primary means of interaction with Okta. Your primary targets will not only include driving engagement and adoption but also result in renewals growth targets. You will be deep in the data, monitoring and fine tuning your programs along the way. 

You will partner with many other groups within Okta, including Product, Engineering/IT, Marketing, Customers Success, Renewal Sales and outside vendors. Success in this role will require both a strong ability to understand the SMB and Scale customer segment and their needs, but also Okta products, how they are adopted and leverage underlying data to inform new programs and opportunities. You’ll also influence how we engage our customers in a friendly, but meaningful and value-driven manner. This is the chance to shape a highly visible area of the business that directly impacts revenue. 

Job Duties and Responsibilities: 

  • Define customer lifecycle journeys and assets to facilitate program execution 
  • Define and execute customer lifecycle adoption and engagement programs in accordance to digital strategy and execution plan
  • Leverage engagement capabilities to reach thousands of customers based on targeted, segmented approaches 
  • Monitor and report on metrics associated with program execution 
  • Ability to leverage data and analytics to expand and optimize programs
  • Accountability for adoption and renewal rate improvement goals 

Minimum Required Skills and Abilities:

  • Possess expertise in use of various content types and engagement methods, such as video, chat, social media, mobile, email to execute digital programs
  • Demonstrate being data-driven: continuously test, measure, and improve programs and tactics
  • Knowledge of Salesforce.com, Gainsight, Marketo, Optimizely, Pendo, Tableau, etc. to get the data and insights you need to successfully design, execute and monitor programs
  • Ability to leverage an effective track record of success to positively influence program execution across teams
  • Display effective leadership and team collaboration skills
  • Demonstrate excellent communication skills (presentation, verbal and written)

Qualifications:

  • Prior experience as a customer lifecycle marketer, growth product manager/marketer, product marketing manager or digital customer success manager
  • Experience in building successful multi-channel enterprise SaaS digital engagement and adoption programs is desired
  • 6+ years of industry experience; 3+ years of related experience
  • Bachelor’s degree; advanced degree in a business, marketing or technical field preferred
  • Strong leadership skills and executive presence
  • Adaptability, flexibility in the face of changing business requirements and conditions
  • Knowledge in identity, security, access management, workflow and/or developer-facing products

Meet the manager:

Tom Witczak is Director of Digital Experience at Okta: 

(https://www.linkedin.com/in/tomwitczak/)

Okta is an Equal Opportunity Employer 

#LI-SS1 

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