Senior Customer Success Manager - Named Accounts

Okta New York , NY 10007

Posted 2 weeks ago

JOB PURPOSE:

The Named Technical Customer Success Manager will be responsible for complementing Okta's innovations, standard methodologies and capabilities with our valued customers' business objectives and priorities thereby driving higher business value and executive alignment between Okta and our customers. You will be responsible for driving customer adoption and success by providing oversight, adoption recommendations, opportunities for greater service and risk management. You will perform routine health checks and assist with business value assessment to ensure our customers, the most return on investment from Okta. The success of this role means higher customer happiness, retention and expansion of Okta business.

DUTIES AND RESPONSIBILITIES:

  • Serve as the primary point of contact post implementation. Assume overall customer adoption responsibility and critical issue management role.

  • Develop a trusted advisor relationship with customer partners and executive sponsors to drive product adoption and ensure they are using the solution to achieve full business value.

  • Partner with internal Okta partners to align account activities with the customer's business case and strategy.

  • Prepare and educate customers on new features and releases.

  • Monitor and identify adoption and utilization trends, provider recommendations based on risk and customers' business needs.

  • Conduct periodic customer health-checks.

  • Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.

  • You'll be the voice of the customer and collect feedback to drive continuous improvement across all areas including product.

  • Work with the sales team to properly sell and positions Success Services.

QUALIFICATIONS:

  • 8+ years of customer success and SaaS organization experience.

  • You have Expert knowledge and experience in Identity and Access Management (IAM), Security, cloud architecture, as well as on-premise IT

  • 10+ years of consulting and implementation practices on a broad range of IT systems preferably cloud service and/or identity management.

  • Knowledge of enterprise web technologies, security and state of the art infrastructures

  • Specialized training on support, SAML, security preferred

  • 5+ years of application programming and system support experience is strongly preferred

  • Agreeable and willing to be a hands-on contributor

  • Excellent communication skills, including issue tracking, triaging and crisis management

  • Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information , Developing Standards, Help Desk, Service Excellence

  • Experience of SaaS vendors such as Box, Google Apps, NetSuite, Salesforce, ServiceNow and Workday preferred.

  • Bachelor's Degree Required or Equivalent Experience

  • Available to travel up to 35%

Okta is an Equal Opportunity Employer

#LI-Remote

#LI-TM1

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/.

U.S. Equal Opportunity Employment Information

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Individuals seeking employment at this company are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Why are you being asked to complete this form?

Because we do business with the government, we must reach out to, hire, and provide equal opportunity to qualified people with disabilities1. To help us measure how well we are doing, we are asking you to tell us if you have a disability or if you ever had a disability. Completing this form is voluntary, but we hope that you will choose to fill it out. If you are applying for a job, any answer you give will be kept private and will not be used against you in any way.

If you already work for us, your answer will not be used against you in any way. Because a person may become disabled at any time, we are required to ask all of our employees to update their information every five years. You may voluntarily self-identify as having a disability on this form without fear of any punishment because you did not identify as having a disability earlier.

How do I know if I have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Blindness

  • Deafness

  • Cancer

  • Diabetes

  • Epilepsy

  • Autism

  • Cerebral palsy

  • HIV/AIDS

  • Schizophrenia

  • Muscular dystrophy

  • Bipolar disorder

  • Major depression

  • Multiple sclerosis (MS)

  • Missing limbs or partially missing limbs

  • Post-traumatic stress disorder (PTSD)

  • Obsessive compulsive disorder

  • Impairments requiring the use of a wheelchair

  • Intellectual disability (previously called mental retardation)

Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

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 6,500 pre-built integrations to applications and infrastructure providers, Okta customers can easily and securely use the best technologies for their business. More than 8,950 organizations, including JetBlue, Nordstrom, Slack, Teach for America and Twilio, trust Okta to help protect the identities of their workforces and customers.

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.

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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Senior Customer Success Manager - Named Accounts

Okta