Head of Customer First, EMEA

London, UK

JOB PURPOSE:

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 all of 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 deserve an exceptional experience. When we do this well, our customers succeed and Okta succeeds by increasing our renewal and growth rates.

Reporting into our Chief Customer Officer, the Head of Customer First EMEA will be responsible for leading our Professional Services, Customer Success Management and Renewals teams for the region.  In close partnership with our EMEA GM, you will set the strategic vision for how we drive time to value, adoption, customer satisfaction and growth across a broad range of subregions - each with their own business cultures, currencies and languages.

You will have a proven track record of over-achieving against revenue targets.  You will be comfortable consulting and negotiating with C level executives, backed up with a deep understanding of their business objectives.  You are a strong communicator, builder, and people leader and will effectively represent the EMEA CF business to internal stakeholders at the highest levels.  

DUTIES AND RESPONSIBILITIES:  

  • You ensure that all customers derive maximum value from their investment in Okta
  • Hire and develop world-class talent and manage performance to ensure career growth opportunities
  • Build and implement prescriptive best practices and drive thought leadership
  • Deliver Customer Success Outcomes - Increase renewal rates and reduce churn, drive adoption and new business growth, influence customer satisfaction.
  • Renewals forecasting, operational excellence and bookings. Own the regional renewals targets.  Build upon a high functioning team of RM’s to ensure industry leading renewal rates are achieved
  • Drive continuous process and scale improvement
  • Build and cultivate C-level relationships to solidify our partnership and dedication to the customer while penetrating the account deeper
  • Build and champion executive relationships with our most strategic customers - act as an executive sponsor
  • Foster a region-wide culture of Customer Success
  • Collaborate with the leaders across sales, product, marketing to continue to grow Okta EMEA
  • Partner with sales leaders to develop and close new subscription opportunities and services bookings, to achieve QoQ and YoY growth targets
  • Accountable for bookings, delivery, billings, revenue recognition, margins for our professional and education services lines of business
  • Communicate forecasts and results with high clarity and precision. Prepare, lead, and present quarterly business reviews (QBRs)          

QUALIFICATIONS:

  • Bachelors Degree in Information Technology or Business
  • Broad-based business professional with 10+ years of experience leading Customer Success or Services in a product company that delivers SaaS solutions.
  • Deep relationships with C-level executives at Fortune 100 companies.
  • Demonstrated success in building a Services or Customer Success organization in a company generating over $1B in revenue.
  • Ability to work independently and in a strong team environment, and to deliver on detail as well as strategy.
  • Consistent track record working with Product Management to deliver customer functionality to drive adoption.
  • Experience building and running a business with extraordinary operational skills.
  • Bold nature and dream to grow a business.
  • Excellent communication, presentation and preparation skills.
  • Excellent analytical and negotiation skills, particularly at C level.
  • Ability to quickly grasp and distinctly explain technological and business concepts. 

Okta is an Equal Opportunity Employer

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Okta is an Equal Opportunity Employer.
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/.
By submitting an application, you agree to the retention of your personal data for consideration for a future position at Okta. More details about Okta’s privacy practices can be found at: https://www.okta.com/privacy-policy.

Okta is an Equal Opportunity Employer/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physial or mental disability, or status as a protected veteran.We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws. If reasonable accommodation is needed to participate in the job application or interview process, please use this Form to request an accommodation.

Okta offers everything you need to support your work, your life, and your work-life balance. Click here to learn more: https://rewards.okta.com/us

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 committed to complying with applicable data privacy and security laws and regulations. For more information, please see our Privacy Policy at https://www.okta.com/privacy-policy/.

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