Senior Customer Success Manager

Netherlands

Get to know Okta

Okta is The World’s Identity Company. We free everyone to safely use any technology—anywhere, on any device or app. Our Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transforms how people move through the digital world, putting Identity at the heart of business security and growth.

At Okta, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every single box - we’re looking for lifelong learners and people who can make us better with their unique experiences.

Join our team! We’re building a world where Identity belongs to you.

About the role:

We are looking for someone to join our growing W-EMEA CSM team who has a passion for technology, strategic problem solving, and providing thought leadership to help our customers on their Identity journey. You will be part of our EMEA Customer Success team, managing a book of business alongside being responsible for targeted intervention into our digitally-served customer base in your assigned region.

You are a continuous learner, building your product knowledge, and industry knowledge as well as building relationships with customer stakeholders to be their trusted advisor. You will guide our customers to rapid adoption, expansion, and identity churn risks.

As a CSM you play an important role in working with and connecting the customer's needs to the Sales team, Product Management team, Support, Renewals, Professional Services, and Engineering teams.

What you’ll be doing:

Below outlines some key attributes for a Customer Success Manager. The expectations of the role will depend on the assigned account (volume and complexity):

Customer Success and Growth: Own and drive a Success Plan for each covered customer, containing appropriate plans to accelerate customers' adoption and value from Okta and drive them to a place of successful and measurable outcomes, advocacy, retention and growth.
Ownership: Take ownership of your assigned Book of Business, mitigate churn risk, identify growth opportunities, remove blockers and establish yourself as a high-value resource to your customer stakeholders.
Adoption: Have a relentless focus on driving consumption and adoption of Okta’s products through clear expectation setting with customers, implementation of best practices and driving proactive and reactive tracking of data points
Communication: Build strong relationships through effective and concise communication with customers, stakeholders, and internal teams. Enhance customer satisfaction, improve collaboration, and understand customer problems and goals.
Problem-Solving: Identify and solve customer problems efficiently by proactively addressing potential issues and collaborating with customers and internal teams to find suitable solutions.
Collaboration: Work effectively with cross-functional teams, share information and resources, drive initiatives, and engage in conversations to better assist customers. Be willing to drive initiatives that can positively impact many customers.
Build and Maintain Executive Relationships: Build strong relationships with key decision-makers, identify and map the organisation's decision making hierarchy. Engage a range of strategic customer personnel in order to influence larger customer decisions.
Product Knowledge: CSMs need to have a good understanding of Okta's products and services in order to provide customers with insights and direction. Build knowledge through achieving minimum certification levels and spending time staying up to date on solutions and roadmap.

You would be ideal for this role if you have:

Dutch and English are required.
Experience in customer success management, ideally working with customers to drive adoption of a technical platform or solution.
Customer-centric and proactive team player that is focused on driving customer loyalty and adoption
Success in working in and navigating enterprise environments, building trusted relationships at all levels in the organization.
Experienced in driving product adoption and expansion, through understanding the customer’s current situation and desired outcomes. Being able to utilise consulting style questions to engage and discover the information we need to support our customers
Able to operate in a fast-paced environment and manage multiple customers and projects, adapt to changing priorities, think ahead, and solve problems.
Ability to take on feedback, be willing to learn new things, have a growth mindset and align to Okta core values
Strong oral, written and presentation skills
Ability to organize, prioritize, complete activities and meet deadlines on a daily basis
Flexibility to occasionally attend global meetings, training, kick offs and off sites
Travel up to 15%

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Okta

The foundation for secure connections between people and technology

Okta is the leading independent provider of identity for the enterprise. The Okta Identity Cloud enables organizations to securely connect the right people to the right technologies at the right time. With over 7,000 pre-built integrations to applications and infrastructure providers, Okta customers can easily and securely use the best technologies for their business. More than 18,800 organizations, including JetBlue, Nordstrom, Slack, T-Mobile, Takeda, Teach for America, and Twilio, trust Okta to help protect the identities of their workforces and customers.