Director, Technical Account Management

Love our Customers is our #1 Value at Okta.  The Okta Customer First Team lives and breathes this every day.  A critical element of Okta’s strategy is helping our customers accelerate their time to value and expand their relationship with Okta.  This is a key differentiator for Okta and we believe that these customers deserve a unique and exceptional experience. When we do this well, our customers succeed and Okta succeeds by increasing our renewal and growth rates.  

Director TAM EMEA Opportunity

As the Director of EMEA Technical Account Management (TAM), you will be responsible for leading and inspiring a growing team of TAMs. The TAM organization is chartered to ensure Okta’s customers successfully deploy and adopt our solutions as quickly as possible, and are able to achieve measurable value on their investment in Okta’s best-in-class platforms.

The EMEA group is specialized across two teams - Okta Workforce Identity and Auth0 Customer Identity - and encompasses three major go-to-market segments: Europe, Middle East and Africa. You will lead a team responsible for delivering on three primary functions: (1) growing and developing a best-in-class TAM team focused on driving technical strategy alongside Okta’s Customer Success team; (2) balancing and refining how best to deliver technical time-to-value across all three of Okta’s go-to-market segments in the EMEA region; (3) building and executing effective strategies to drive high product adoption, retain revenue at a high rate and enable revenue growth.

Success in this role will require you to be a strong galvanizer, and bring high energy and enthusiasm to your interactions on a daily basis. You will need to collaborate with various departments across the business, including Customer Success, Sales, Professional Services, Support and Finance to elevate the TAM organization’s impact on customers, and expand the TAM profile. Your efforts will lead to a deep ecosystem of customers who rely on Okta to solve critical business problems.

Job Duties and Responsibilities:

• Relentlessly execute on the TAM charter, championing the organization’s vision for Okta and its customers
• Lead strategy, management and operational oversight and growth of the EMEA TAM team
• Lead and inspire a high-performing organization, and foster a culture of continuous development
• Define and drive the strategy and detailed execution plan for Okta’s EMEA TAM team, ultimately driving faster customer time to value, high product adoption, renewal rates and growth
• Help establish, refine and achieve key metrics both financial and non-financial
• Maintain high growth of the TAM top-line while managing the organization’s renewal rate as a leader in its space
• Lead from the front in growing TAM’s presence in the territory by driving TAM’s value proposition with sellers and customers
• Hire and retain a diverse team of top talent at multiple role and experience levels while effectively managing performance to ensure delivery consistency and facilitate career advancement
• Execute change management activities within the team and collaboratively with cross-functional teams to continue refining the TAM service
• Harmonize strategy and priorities with cross-functional stakeholders within Customer Success, Support, Professional Services and Sales
• Partner closely with Okta’s Product and Engineering teams to align customer priorities to roadmap and ensure high visibility between TAM and these teams
• Develop and implement processes, customer journeys and metrics to drive customer business outcomes and successful execution of customer use cases
• Build strong relationships with key customers

Minimum Required Skills, and Abilities:

• Demonstrates high impact leadership skills, including: setting a clear vision and strategy, motivating and coaching others, galvanizing at a high level, and driving urgency and results
• Ability to: self-start, deal with ambiguity, problem solve, demonstrate situational agility, manage parallel efforts, and communicate effectively through multiple channels (email, phone, text, chat)
• Demonstrates exceptional business acumen and quality presentation and customer interaction skills
• Manage in all directions and demonstrate confidence having high-stakes discussions with CxO - both internally and externally
• Possesses extensive go-to-market knowledge and process management skills
• Possesses extensive knowledge in the following domains: process design, digital tools, software and SaaS; experience with Salesforce.com, Gainsight, and other customer CRM and engagement tools is a strong plus
• Ability to base decisions on data analytics and statistical analyses - and not second guess decisions
• Ability to persuade, influence, and motivate people; build a culture of doing the right thing for customers

Qualifications:

• Previous second-line leadership role at a high growth software SaaS organization
• 10+ years combined experience in the following functions: sales, customer success, renewal sales, or consulting
• Bachelor’s Degree, preferably in a technical discipline, or equivalent; master’s degree/MBA is a strong plus
• Experience with recruiting, developing and managing high-performing talent
• Experience delivering post-sales functions at scale
• Exceptional ability to galvanize and inspire - especially in difficult situations
• Strong “buck stops here” ownership and accountability mentality
• Ability to persuade and influence others, internally and externally
• Ability to handle conflict and drive agreement on decisions for which conflicting opinions and input exist
• Ability to identify thematic issues and drive to outcomes
• Ability to identify risks and dependencies and orchestrate plans to mitigate them
• Adaptability, flexibility and the conviction to “do the right thing” under stress, high tension and tight deadlines
• Familiarity with cybersecurity or identity management industry is a strong plus
• Strong data-driven decision-making skills
• Strong work ethic and ability to work in a dynamic environment
• Ability 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: