Associate Customer Success Manager

JOB PURPOSE:

The Associate Customer Success Manager is 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 Enterprise 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:  

• 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.
• You develop a trusted advisor relationship with our 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.
• You will prepare and educate customers on new features and releases.
• Monitor and identify adoption and utilization trends, provider recommendations based on risk and business needs.
• Conduct periodic customer health-checks. Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
• Serve as 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 position Success Services.
• You will be required to obtain Okta Professional and Admin certifications upon joining the organization.

QUALIFICATIONS:

• 3 - 5+ years of customer facing experience in SaaS organization.
• 3+ years of experience in a Customer Success Management role strongly preferred. 
• General knowledge of cloud architecture as well as SaaS, preferably technology services and/or identity management.
• Knowledge of enterprise web technologies, security and state of the art infrastructures.
• Agreeable and willing to be a hands-on contributor.
• Excellent communication skills, including issue tracking, triaging and crisis management.
• Understanding of Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information , Developing Standards, Help Desk, and Service Excellence methodologies and processes.
• Experience of SaaS vendors such as Google Apps, NetSuite, Salesforce, ServiceNow and Workday preferred.
• Bachelor’s Degree Preferred or Equivalent Experience.

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