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Okta // identity access management for apps & devices
 
US Remote West Coast; San Francisco, CA; Los Angeles, CA; Seattle, WA    Posted: Friday, July 02, 2021
 
   
 
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JOB DETAILS
 

COMPANY DESCRIPTION:       

Okta is the foundation for secure connections between people & technology. By harnessing the power of the cloud, Okta allows people to access applications on any device at any time, while still enforcing strong security protections. It integrates directly with an organizations existing directories & identity systems, as well as 4,000+ applications.

Because Okta runs on an integrated platform, organizations can implement the service quickly at large scale & low total cost.

Thousands of customers, including Adobe, Allergan, Chiquita, LinkedIn, & Western Union, trust Okta to help their organizations work faster, boost revenue, & stay secure.

To learn more about Okta, visit: https://www.okta.com

JOB PURPOSE:

The Regional Manager, Commercial Customer Success will be responsible for running & leading one of Oktas teams of Commercial Customer Success Managers who are tasked with providing a high level of service, establishing & maintaining executive relationships with Oktas customers, & ensuring Okta continues to deliver value to customers. You will be responsible for driving customer adoption & success through CSMs who provide oversight, adoption recommendations, find opportunities for greater service & mitigate risk. The success of this role means higher customer happiness, retention & expansion of Oktas business.

DUTIES AND RESPONSIBILITIES:   

  • You lead a team of Oktas Commercial Customer Success Managers who field requests from Customers, Sales, & Support to assist customers.
  • Manage some of the top customers in your territory with direct hands on customer responsibilities.
  • You'll actively engage customers we figure out need help based on our analytics, ensure our top accounts are monitored closely, & facilitate executive engagement.
  • We work closely with Sales & Renewals leadership to ensure prospect customers & existing customers are getting value from Okta & renew as well as working with Oktas Big Data team to develop, review, & act upon metrics critical to reaching Oktas objectives.
  • Effectively lead & participate in customer critical issues to ensure successful resolution.

QUALIFICATIONS:

  • BA/BS/MS in Computer Science, Management Information Systems, or related discipline.
  • 7+ years of customer support, technical support, system administration or related customer facing role.
  • Expertise supporting on both classic & modern web stacks.
  • Experience supporting REST APIs.
  • Real passion for solving issues & advocating for their success, in a dynamic, highly technical environment.
  • You learn new technologies quickly.
  • Excellent customer service & communication skills in variety of forms(written, live chat, conference calls, in-person).
  • You work independently with little direct supervision & as a part of a team.
  • Excellent analytical & organizational abilities.
  • Strong Analytical thinking, Attention to detail, Communication Proficiency, Leadership, Partnership, Customer Focus, Flexibility, Supervisory Responsibility, & Problem Solving skillsets.
  • Exhibits confidence & an deep understanding of emerging industry practices when solving business problems.
  • Identifies critical issues with ease.
  • Pushes creative thinking beyond the boundaries of existing industry practices & customer mindsets.
  • 2+ years of supervisory management, customer success, & experience in a SaaS organization.
  • Broad knowledge & a deep understanding of Identity & Access Management (IAM) & the Security industry.
  • General knowledge of cloud architecture as well as onpremise IT landscape.
  • Experience in consulting & implementation of IT systems preferably cloud service and/or identity management.
  • Knowledge of enterprise web technologies, security & cuttingedge infrastructures.
  • Specialized training on support, SAML, security preferred.
  • 2+ years of application programming & system support experience is strongly preferred.
  • Agreeable & willing to be a handson contributor.
  • Excellent communication skills, including issue tracking, triaging & crisis management.
  • You've lead or showcase Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards, Help Desk, Service Excellence.
  • Experience working with SaaS vendors such as Box, Google Apps, NetSuite, Salesforce, ServiceNow & Workday preferred.
  • Ability to travel up to 35%

Okta is an Equal Opoortunity Employer

#LI-MM1 #L1-REMOTE

Oktas Top 5 Core Leadership Competencies are part of the deeply ingrained principles that guide all of our companys actions. They also align strongly to our cultural cornerstones, our Okta values: love our customers, empower our people, never stop innovating, act with integrity, & maintain transparency. Its our expectation that our managers & leaders embody these core competencies:

  • Builds Effective Teams: Building strong-identity teams that apply their diverse skills & perspectives to achieve common goals.
  • Demonstrates Self-Awareness (EQ): Using a combination of feedback & reflection to gain productive insight into personal strengths & weaknesses.
  • Develops Talent: Developing people to meet both their career goals & the organizations goals.
  • Drives Results: Consistently achieving results, even under tough circumstances.
  • Strategic Mindset: Seeing ahead to future possibilities & translating them into breakthrough strategies.
 
 
 
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