Associate Customer Success Manager
3 days ago
The Associate Customer Success Manager is responsible for driving customer adoption and success by providing oversight, adoption recommendations, opportunities for greater service, and risk management. This role is critical in ensuring our customers achieve the highest return on investment from Okta.
Key Responsibilities:- Partner with Senior team members on larger accounts post-implementation to drive customer adoption and critical issue management.
- Develop a trusted advisor relationship with customer partners and executive sponsors to drive product adoption and ensure they are using the solution to achieve full business value.
- Prepare and educate customers on new features and releases.
- Monitor and identify adoption and utilization trends, provide 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.
- 5 years of customer-facing experience in a SaaS organization.
- 3 years of experience in a Customer Success Management role, strongly preferred.
- General knowledge of cloud architecture, SaaS, and 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 with SaaS vendors such as Box, Google Apps, NetSuite, Salesforce, ServiceNow, and Workday, preferred.
- Bachelor's Degree, Preferred or Equivalent Experience.
- Available to travel up to 35%.
Okta offers a competitive annual On-Target Compensation (OTE) range for this position, which includes base salary and incentive compensation. In addition, we offer equity (where applicable) and benefits, including health, dental, and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies.
To learn more about our Total Rewards program, please visit our website.
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