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Director of Digital Experience & Customer Success (San Francisco, CA)

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.     

As the Director of Digital Experience & Customer Success, you will create and implement a digital customer experience and engagement strategy.  You will lead a team responsible for defining, building, and executing a digital strategy to engage with all of our customers across their post sales lifecycle.  The world class customer experience that you deliver through multiple digital vehicles will be the primary route to engage with our smaller customers post sale.  For our larger customers, your team will enhance their experience and enable our Customer Success Managers and Renewal Managers to deliver more value and improve their productivity.

This is a highly visible and strategic role.  You will drive customer success as well as resulting renewals and growth with our SMB & Scale customers.  You and your team will work closely with Okta’s: Customers, Partners, Vendors, and key internal organizations.  Success will require collaborating with other Okta internal teams including: Marketing, Operations, IT, Customer Success, Renewal Sales, Product and Engineering.  As such, you will need to be an adept communicator, equally comfortable having strategic conversations as well as tactical program level discussions.   

Job Duties and Responsibilities:

  • Define the strategy and detailed execution plan for the Okta’s Digital Experience & Customer Success team driving faster customer time to value, renewal rates, and growth.
  • Drive renewal rates and software adoption rates 
  • Drive customer business outcomes and successful execution of customer use cases. 
  • Leverage data and analytics to expand Okta solutions into new customer use cases. 
  • Successfully position new Okta products/solutions to expand and further solidify customer relationships.
  • Develop detailed customer lifecycle process flows for each customer segment and for key products.
  • Build engagement capabilities that allow Okta to quickly and effectively scale and reach thousands of customers based on deep analytics and personalization.  This may include the use of video, chat, social media, email, Salesforce.com, Gainsight, etc.
  • Build and lead a high impact team that operates with urgency and drives measurable results.
  • Continuously test, measure, and improve the process and tactics.
  • Accountability for adoption and renewal rate improvement goals for assigned customer segments.

Minimum Required Skills, and Abilities:

  • Demonstrates high impact leadership skills, including:  setting a clear vision and strategy, motivating others, driving urgency and results, and exhibiting humility.
  • Ability to: deal with ambiguity, utilize robust problem-solving skills, demonstrate situational agility, manage parallel efforts, and communicate effectively through multiple channels (email, phone, text, chat)
  • Demonstrates exceptional business acumen and world-class presentation and customer interaction skills
  • Possess deep go-to-market knowledge and well-developed process management skills.
  • Possess expertise in the following domains:  process design, digital tools, software and SaaS.  Experience with Salesforce.com, Gainsight, Marketo, and other customer CRM and engagement tools is a strong plus.
  • Ability to base decisions on deep data analytics and statistical analyses.
  • Ability to persuade, influence, and motivate people; build a culture of doing the right thing for customers.

Qualifications:

  • Previous management role at a high growth software SaaS organization.
  • 5-10+ years combined experience in the following functions:  digital marketing, customer success, renewal sales, or consulting.
  • Bachelor’s Degree, preferably in a technical discipline. Master’s degree/MBA is a plus.
  • Ability to influence others, internally and externally
  • Ability to handle conflict and drive agreement on decisions for which conflicting opinions and input exist.
  • Ability to identify thematic issues and drive to outcomes
  • Strong data-driven decision-making skills
  • Ability to identify risks and dependencies and put in place plans to mitigate them.
  • Adaptability, flexibility and the conviction to “do the right thing” under stress, high tension and tight deadlines.
  • Experience with, or understanding of, large scale software deployments.
  • Familiarity with security or identity management industry is a strong plus.
  • Strong work ethic and ability to work in a dynamic environment.

Okta is an Equal Opportunity Employer.

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