The Global Customer Success Executive will be responsible for complementing Okta’s innovations, efficiencies 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 a dedicated resource to one or more of Okta’s most strategic, largest global organizations. You will be accountable for the overall account strategy to drive customer adoption and success by providing oversight, adoption recommendations, opportunities for greater service and risk management. You will lead a global team of Customer Success resources that 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:
You will serve as the primary point of contact post... implementation. You will assume overall customer adoption responsibility and act as a critical issue management role.
Managing global resources effectively and ensuring alignment and synchronised deliverables to drive effective business outcomes.
Lead overall engagement for Global customers, including a small team of Customer Success Managers and Executives working in different geographies and business units.
Coordinate and deliver customer Executive-level Business Reviews, including a rolled-up viewpoint of a cross-regional CS team;
Partner with customers to define desired business outcomes, focusing on maximizing value realization across the Okta platform
Develop a trusted advisor relationship with customers and executive sponsors to drive product adoption and ensure they are using the solution to achieve full business value.
Partner with internal Okta team members to align account activities with the customer's business case and strategy. Work with the sales team to properly sell and position Success Services.
Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ needs.
Identify opportunities to optimize customer’s use of solution and remove any known inefficiencies in deployment of Okta solutions
Conduct periodic customer health-checks. Prepare and educate customers on new features and releases. Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.
Actively participate in building a Global CS practice for Okta, including methodology, playbooks, industry benchmarking, and best practices.
10+ years of customer success experience in enterprise software or SaaS organization.
Experience leading post-sales engagement for customers with global footprint and needs, and complex cross-regional account teams.
Proven track record of driving issues to resolution and advocating on behalf of a customer.
Excellent knowledge and experience in Identity and Access Management (IAM) and Security space.
Strong knowledge of cloud architecture as well as on-premise IT landscape.
Extensive experience in consulting and implementation of IT systems, preferably cloud service and/or identity management.
Knowledge of enterprise web technologies, security and ground breaking infrastructures.
Specialized training on support, SAML, security preferred.
2+ years of experience of management experience is highly desirable;
2+ years of application programming and system support experience is preferred.
Willingness 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’s Top 5 Core Leadership Competencies are part of the deeply ingrained principles that guide all of our company’s actions. They also align strongly to our cultural cornerstones, our Okta values: love our customers, empower our people, never stop innovating, act with integrity, and maintain transparency. It’s our expectation that our managers and leaders embody these core competencies:
Builds Effective Teams: Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.
Demonstrates Self-Awareness (EQ): Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.
Develops Talent: Developing people to meet both their career goals and the organization’s goals.
Drives Results: Consistently achieving results, even under tough circumstances.
Strategic Mindset: Seeing ahead to future possibilities and translating them into breakthrough strategies.
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 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