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Okta // identity access management for apps & devices
London, UK    Posted: Wednesday, May 05, 2021
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Position Description:

The Customer Success Manager will be responsible for complementing Oktas innovations, best practices & capabilities with our valued customers business objectives & priorities thereby driving higher business value & executive alignment between Okta & our customers.  You will be responsible for driving customer adoption & success by providing oversight, adoption recommendations, opportunities for greater service & risk management.  You will perform routine health checks & assist with business value assessment to ensure our customers, the most ROI from Okta. The success of this role means higher customer satisfaction, retention & expansion of Okta business.  

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.

Job Duties & Responsibilities:

  • Serve as the primary point of contact post implementation. Assume overall customer adoption responsibility & escalation management role.
  • Develop a trusted advisor relationship with customer stakeholders & executive sponsors to drive product adoption & ensure they are leveraging the solution to achieve full business value.
  • Partner with internal Okta stakeholders to align account activities with the customer's business case & strategy.
  • Prepare & educate customers on new features & releases.
  • Monitor & identify adoption & utilization trends, provide recommendations based on risk & customers business needs. 
  • Conduct periodic customer health-checks.
  • Identify renewal risk & collaborate with internal teams to remediate & ensure a successful renewal.
  • Serve as the voice of the customer & collect feedback to drive continuous improvement across all areas including product.
  • Work with the sales team to properly sell & positions Success Services.

Minimum REQUIRED Knowledge, Skills, & Abilities:

    • Demonstrated customer success experience in SaaS organization
    • Knowledge & experience in Identity & Access Management  (IAM) & Security space
    • General knowledge of cloud architecture as well as on-premise IT landscape
    • Experience in consulting & implementation of IT systems preferably cloud service and/or identity management.
    • Knowledge of enterprise web technologies, security & cutting-edge infrastructures
    • Experience in systems support is strongly preferred
    • Comfortable & willing to be a hands-on contributor
    • Excellent communication skills, including issue tracking, triaging & 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 & Workday preferred.
    • Some light travel may be required

    Project Management

    • Ability to manage multiple customer projects simultaneously.
    • Ability to manage customers from inception to successful deployments & handover to sales when the leads are qualified for upsell.

    Problem Solving

    • Exhibits confidence & an extensive knowledge 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.


    • Communicates with internal & external customers & all levels of management.
    • Effectively communicate technical information to non-technical audiences.
    • Delivers informative, well-organized presentations.
    • Understands how to communicate difficult/sensitive information tactfully.

    Team & Customer Interaction

    • Facilitates effective team interaction.
    • Communicates effectively with customers to identify needs & evaluate alternative technical solutions with customers.
    • Continually seeks opportunities to increase customer satisfaction & deepen client relationships.
    • Manages client expectations effectively.

    Education, Training & Certification

    • A Bachelor's degree in Computer Science, Information Technology or related discipline required

    Okta is rethinking the traditional work environment, providing our employees with the flexibility to be their most creative & 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 & provides flexible benefits & collaborative work environments/experiences, empowering employees to work productively in a setting that best & uniquely suits their needs.  Find your place at Okta

  • Okta is an Equal Opportunity Employer.


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