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Vice President of Named Account Customer Success

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 strategic customers accelerate their time to value and expand their relationship with Okta.  This is a key differentiator for Okta and we believe that these customers deserve an unique and exceptional experience. When we do this well, our customers succeed and Okta succeeds by increasing our renewal and growth rates.     

As the VP of Named Account Customer Success, you will create a vision and then create and implement a strategy to drive customer success and growth.  Driving the customer success strategy will drive faster time to value resulting in higher renewal and growth rates for our largest and most strategic customers.  You will lead a team responsible for defining, building, and executing a strategy to engage with these target customers across their post sales lifecycle.  The world class customer experience will be delivered through a team of over 35 highly skilled Customer Success Executives and Managers.

This is a highly visible and strategic role.  You and your team will create a compelling vision for the customer experience that differentiates Okta from competitors and leads to sales growth.  You and your team will also create and drive a clear customer success strategy as well as resulting renewals and growth with over 400 strategic customers representing over $100M of ARR.  Growing this customer base, of the world’s largest organizations, is one of Okta’s key corporate priorities. You and your team will work closely with Okta’s: Customers, Partners, and key internal organizations.  Success will require collaborating with other Okta internal teams including: Marketing, Operations, Partners, Vendors, 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:

  • Create a compelling vision for the organization and for customers.
  • Define and drive the strategy and detailed execution plan for Okta’s Named Account Customer Success team driving faster customer time to value, renewal rates, and growth.
  • Drive renewal rates above 90% and software adoption rates above 80%. 
  • Develop and implement processes and metrics to drive customer business outcomes and successful execution of customer use cases. 
  • Ensure all customers become Okta advocates and references.
  • Ensure team leverages relationships and deep customer knowledge to expand into new use cases. 
  • Ensure team successfully positions new Okta products/solutions to expand and further solidify these strategic relationships.
  • Develop detailed customer lifecycle process flows and deliverables for each customer and for key products. 
  • Build engagement capabilities that allow Okta to effectively reach and improve strategic relationships with each of these customers based on deep analytics and personalization. 
  • Personally lead the team and as needed, build high impact relationships with key customers.
  • 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 and coaching 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, 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 leadership role at a high growth software SaaS organization.
  • 7-12+ years combined experience in the following functions:  strategic sales, customer success, renewal sales, or consulting.
  • Bachelor’s Degree, preferably in a technical discipline. Master’s degree/MBA is a plus.
  • Ability to persuade and 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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