Customer Success Manager
About the role:
We are looking for a Customer Success Manager who is adept at handling a portfolio of smaller ARR customers in a programmatic way to deliver business results and outcomes. You have a passion for technology and strategic problem-solving. You will manage accounts with limited requirements and simple deployment needs, guiding them to rapid adoption, mitigating churn risks, and identifying growth opportunities.
What you’ll be doing:
You will use data-driven processes to proactively mitigate customer risk and anticipate potential issues based on account health and usage patterns. You will be reactive to customer questions on adoption and business value, enabling champions to articulate Okta vs. the competition.
You will demonstrate mastery of core Okta products and strategically leverage features and best practices to consistently drive measurable business results. You will diplomatically tackle escalations and provide comfort by listening to and understanding customer needs.
You will demonstrate mastery in planning and executing programmatic engagement strategies across your entire portfolio. This involves highly effective time management and proactive account health monitoring. You will adeptly identify, diagnose, and independently resolve a broad range of standard customer issues.
You will consistently drive high customer satisfaction and retention by ensuring customers achieve measurable business outcomes. You will be proactive in identifying and acting on standard expansion opportunities by effectively demonstrating and articulating Okta's value proposition.
You would be ideal for this role if you have:
Typically requires 5+ years of related experience in a professional role with a Bachelor’s degree; or 3+ years with a Master’s degree; or a PhD without experience; or equivalent experience.
Experience in customer success management, working with customers to drive adoption of a technical platform.
A customer-centric and proactive team player attitude, focused on driving customer loyalty.
A passion for both Okta and Customer Success, and focus on reaching objectives despite challenges.
Being able to utilize consulting-style questions to engage and discover information.
The ability to operate in a fast-paced environment and manage multiple customers and projects.
A growth mindset, the ability to take on feedback, and alignment with Okta core values.
Technical Expectations:
Achieve Okta Professional and Admin Certification and have a working understanding of Okta Use Cases and Vision.
Flexibility to occasionally attend global meetings, training, and kick-offs.
Travel up to 15%.
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(P20605_3595825)