Sr Manager, Customer First Strategy & Operations

Job Purpose and Description:

"Love our Customers" is our #1 Value at Okta. The Okta Customer First team delivers on this brand promise to our customers and is dedicated to ensuring their success. Customer First is a global team of experts focused on the post-sale experience for Okta customers, including Education Services, Professional Services, Customer Success, and Customer Support.

The Customer First Strategy and Ops team is looking for a Manager to partner closely with the EMEA CF Leaders to put structures in place and ensure the right level of support and alignment exists across each CF Team across EMEA.  You will help bridge the gap between the EMEA team and the global operational and G&A resources.  This is a cross-functional role which will require collaboration with Ops colleagues to design and implement solutions, as well as interfacing with Business Systems, Data & Analytics, Sales Ops, and Finance/Accounting to keep things running.  

You will collaborate with the EMEA Customer First team to streamline reporting/analytics, manage quarterly KPIs, assist with weekly forecasting, produce quarterly Ops Review deliverables and serve as the operational key point of contact for all regional CF leadership and field members to field questions and provide guidance around all metrics, compensation, business planning, etc. 

What You’ll Do

In General: 

  • Build and maintain financial and operational dashboards to assist teams with monitoring the performance of key KPIs for EMEA Customer First teams
  • Identify specific opportunities through analysis, understand drivers, and establish goals with metrics and milestones to help get us there
  • Assist with quarterly operational reviews for multiple Customer First teams (e.g., Customer Success, Renewals, CF Solution Marketing) through analysis and building presentation materials
  • Identify process automation and improvement opportunities and work with cross-functional teams to drive these initiatives
  • Clearly and concisely communicate findings to senior management
  • Drive annual budget planning process for CF EMEA
  • Assist with compensation administration / reporting for quarterly and yearly MBOs (for applicable teams)

 

Specifically for Customer Success & Renewals: 

  • Trend analysis around Renewals and Churn
  • Attend EMEA renewals forecasting calls and support VP of EMEA CS in forecasting weekly churn, highlighting week over week changes
  • Partner with Sales and Renewals leadership to drive process improvements focused on reducing churn
  • Modeling CSM ratios for planning 

 

Specifically for Professional Services:

  • Resource Management for all EMEA PS Projects
    • Manage staffing for delivery resources, ensuring optimal workflow from project inception to kickoff
    • Collaborate with Global Resource Management team to ensure alignment of RM processes and overall operations
    • Manage resource utilisation and forecasts and communicate trends and deficits.  Balancing cost rates with the various regions that work is being sold.
    • Manage and resolve resourcing conflicts, escalation and over/under allocations of staff
    • Work closely with team overseeing Okta subcontractors to determine and communicate needs for subcontractors and collaborate on subcontractor spend
    • Partner with EMEA Partner Success Managers to stay aligned with partner ecosystem 
    • Partner with EMEA Sales Ops to stay close to ARR trends and communicate the impacts to PS KPIs and forecast

Skills

  • Excellent reporting and analytical skills; with experience in a financial or operational analytics/reporting role, preferably with a post-sales focus 
  • Significant knowledge and experience in Tableau, Excel, Salesforce
  • Strong understanding of SaaS financial and business metrics
  • Demonstrate ability to collect and assess data as well as be able to present it in an actionable and insightful way
  • Established track record in driving cross-functional initiatives with measurable impact
  • Strong verbal and written communication skills, with the ability to present clear, well-thought out recommendations

 

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.

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