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Director, Renewals and Customer Success Strategy and Operations

The Director, Renewals and Customer Success Strategy and Operations manages all functions related to Renewals and Customer Success Managers within the Okta Customer First team.  These include planning, reporting, goal setting, business process optimization, forecasting, pipeline management as well as other KPIs required to manage the business.

This role will partner with the SVP of Customer Success and Growth to play a critical role in scaling the Customer Success organization to develop and implement business processes that drive efficiency, scalability, and performance improvement.  Reporting to the Director, Global Customer First Strategy & Operations, the role will also work directly with Accounting, FP&A, Business Systems, Data & Analytics, Legal and Deal Desk to ensure initiatives are prioritized within the cross functional organizations. 

What You’ll Do

  • Defining role based metrics and business level KPIs to be used for measuring and delivering Customer Success and Renewals results
  • Provide leadership with regular reporting and customer insights as appropriate
  • Evaluating and implementing tools for all Customer Success and Renewals elements of the customer journey - handoff, onboarding, implementation, maintenance, usage, and growth
  • Define customer health score metrics and implementing health monitoring dashboards accessible by all necessary groups within Okta
  • Define framework that determines the correct Customer Success Manager assignment/ratio
  • Maximize usage of all tools used by the Customer Success Manager and Renewals teams - working closely with vendors ensuring Okta is leveraging the latest functionality to increase productivity and effectiveness across business processes
  • Improve processes related to the renewals motion - renewals risk, upsell, cross sell, adoption, churn
  • Bring together win/loss reasons - capitalizing on wins as best practice and and identifying root case for losses, highlighting improvement areas and lessons learned
  • Drive new initiatives for productivity and scale (i.e auto-renewals)
  • Challenge policies and procedures that complicate quote, order, invoice, credit, commissions, and revenue processing and formulate solutions based on that analysis
  • Drive Quarterly and Yearly planning process in partnership with Customer First Leadership, FP&A and Sales team - this includes target setting, capacity planning, compensation structure, coverage modeling, and forecasting
  • Partner with the enablement team to continue to define and build out continuous improvement to Renewals team training
  • Build strong relationships with functional organizations that enable renewals and adoption (i.e Sales, Services, Sales Operations, IT, Finance)
  • Manage a team of business operations resources of various levels

Skills

  • 10+ years in an advanced operations role implementing analytics and driving operational excellence (preferably in a SaaS org)
  • Deep understanding of Saas and Enterprise sales business models with understanding of customer lifecycle measures
  • Deep experience with Salesforce and a Customer Success software (i.e Gainsight)
  • Excellent verbal and written communication
  • Strong executive presence - able to present regularly in front of an executive leadership team
  • Must have strong interpersonal skills - ability to influence change
  • Ability to handle, analyze and track data for complex processes
  • Effectively prioritize in complex business structures, thrives when working in a fast pace, high growth organization


Okta is an Equal Opportunity Employer

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