Secure Every Identity, from AI to HumanIdentity is the key to unlocking the potential of AI. Okta secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era. This work requires a relentless drive to solve complex challenges with real-world stakes. We are looking for builders and owners who operate with speed and urgency and execute with excellence.This is an opportunity to do career-defining work. We're all in on this mission. If you are too, let's talk.
The OpportunityWe are looking for someone to join our team who has a passion for technology, strategic problem solving, and providing thought leadership to help our customers on their Identity journey.
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 identify 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.
Below outlines some key attributes for a Customer Success Manager:
- Customer Success and Growth: Develop roadmaps and strategies to accelerate customers' strategic direction, track goals and progress, and identify opportunities for improvement. Leverage AI-driven insights to proactively identify customer needs and growth opportunities, enhancing strategic direction and goal attainment.
- Ownership: Take ownership of your Book of Business, mitigate churn risk, identify growth opportunities, remove blockers and establish yourself as a high-value resource to your customer stakeholders.
- Research and Insights: Conduct regular research on industry trends, customer needs, and preferences to develop thought leadership through industry trends and insights to drive customer innovation. Utilise AI tools for market analysis and thought leadership to drive customer needs and proactive engagement strategies.
- Proactive engagement and Strategic Success Plans: Create strategic success plans aligned with the customers goals, track progress, and provide high value assets to be reused by our customer champions to communicate the value of Okta. Implement AI-powered engagement platforms to enhance and optimise the impact of strategic success plans.
- 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. Collaborate closely with Technical Account Managers (TAMs) to ensure seamless technical support and strategic guidance for customers, aligning on customer goals and technical roadmaps.
- 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 deep understanding of Okta's products and services, as well as excellent time management skills, 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:
- 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
- Ability to travel 10-15% onsite to customers as well as to the office when required
- Flexibility to occasionally attend global meetings, training, kick offs as well as other things
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We are intentional about connection. Our global community, spanning over 20 offices worldwide, is united by a drive to innovate. Your journey begins with an immersive, in-person onboarding experience designed to accelerate your impact and connect you to our mission and team from day one.Okta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws.If reasonable accommodation is needed to complete any part of the job application, interview process, or onboarding please use this Form to request an accommodation.Notice for New York City Applicants & Employees: Okta may use Automated Employment Decision Tools (AEDT), as defined by New York City Local Law 144, that use artificial intelligence, machine learning, or other automated processes to assist in our recruitment and hiring process. In accordance with NYC Local Law 144, if you are an applicant or employee residing in New York City, please click here to view our full NYC AEDT Notice.Okta is committed to complying with applicable data privacy and security laws and regulations. For more information, please see our Personnel and Job Candidate Privacy Notice at https://www.okta.com/legal/personnel-policy/.