| Job Description : |
JOB PURPOSE:
The Senior Director, Global Customer Success will have responsibility for leading a team of over 20 professionals that focus on making Okta’s top customers wildly successful. You will have extraordinary customer management and business consultancy experience and will drive customer happiness, adoption and retention. You will be comfortable consulting and negotiating with C level executives, backed up with a deep understanding of their business objectives.
DUTIES AND RESPONSIBILITIES:
Build and lead a team of specialists focused on building and delivering strategic capabilities to Okta’s largest customers. These capabilities will include:
delivering specialized and deep customer engagements for select technologies,
delivering global coverage and engagements for large geographically dispersed customers and their needs,
building and disseminating vertical/industry expertise globally starting with Financial Services.
Lead and build upon a high‐performing team passionate about making every top customer wildly successful.
Ensure that all customers derive maximum value from their investment in Okta. Understand critical use cases and business cases/value drivers that customers depend on in specific industries and with specific technologies.
Design and build a customer and field account team engagement model that maximizes customer impact for global customers who use targeted technologies in specific vertical industries.
Collaborate closely with other cross functional leaders to ensure that the engagement model is effective and delivered both directly through the leader’s team and indirectly through other teams.
Focus on customer intimacy ‐ deliver business impact and innovation to a customer’s business by truly understanding our customers’ key business issues and opportunities.
Systematically collect and disseminate customer, product, and industry feedback to provide our Sales, Partner, Professional Services, and Development organizations with trends, recommendations, and other strategic information.
Build and cultivate C‐level relationships to solidify our partnership and dedication to the customer while penetrating the account deeper.
Ensure identified account issues are resolved quickly, using resources from across the company as needed.
Work closely with the professional services, sales and renewals organizations to develop and execute plans that result in growth in key Strategic accounts.
Manage operational execution to measure and deliver: customer happiness, enhanced premier support engagement, and employee satisfaction/engagement.
Hire world‐class talent and manage performance to ensure career growth opportunities
QUALIFICATIONS:
Bachelors Degree in Engineering, Information Technology, or Business
Broad‐based business professional with 10+ years of experience leading Customer Success or Services in a product company that delivers SaaS solutions.
Deep relationships with C‐level executives at Fortune 100 companies.
Demonstrated success in building a Services or Customer Success organization in a company generating over $1B in revenue.
Proven track record building and leading a team with a strong culture of innovation and customer focus.
Ability to work independently and in a strong team environment, and to deliver on detail as well as strategy.
Consistent track record working with Product Management to deliver customer functionality to drive adoption.
Experience building and running a business with extraordinary operational skills.
Bold nature and dream to grow a business.
Excellent communication, presentation and preparation skills.
Excellent analytical and negotiation skills, particularly at C level.
Ability to quickly grasp and distinctly explain technological and business concepts.
Okta is an Equal Opportunity Employer
Okta is rethinking the traditional work environment, providing our employees with the flexibility to be their most creative and 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 and provides flexible benefits and collaborative work environments/experiences, empowering employees to work productively in a setting that best and uniquely suits their needs. Find your place at Okta https://www.okta.com/company/careers/.
By submitting an application, you agree to the retention of your personal data for consideration for a future position at Okta. More details about Okta’s privacy practices can be found at: https://www.okta.com/privacy-policy.
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:
Builds Effective Teams: Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.
Demonstrates Self-Awareness (EQ): Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.
Develops Talent: Developing people to meet both their career goals and the organization’s goals.
Drives Results: Consistently achieving results, even under tough circumstances.
Strategic Mindset: Seeing ahead to future possibilities and translating them into breakthrough strategies.
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