About the role
You will report to the Senior Manager SLED Customer Success team and be responsible for complementing Okta’s innovations, best practices and capabilities with our valued customers’ business objectives and priorities thereby driving higher business value and executive alignment between Okta and our customers. The Public Sector Associate Customer Success Manager will be accountable for driving customer adoption and growth by providing product expertise and adoption recommendations, and opportunities for greater service and risk management. You will perform routine health checks, roadmap sessions, and assist with business value assessments to ensure our customers receive the most return on their Okta investment. The success of this role means higher customer happiness, retention and expansion of Okta business.
What you’ll be doing
- 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.
- Work with customers to build Mutual Success Plans, establishing critical goals, to aid the customer in achieving their objectives.
- Drive product adoption and ensure they are using the solution to achieve full business value.
- Act as the liaison for technical inquiries, issues or escalations. This will include working with Support, Engineering, Product Management and others as needed.
- Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.
- Provide insight with respect to the availability and applicability of new products and features.
- Partner with internal Okta team members to align account activities with the customer's business drivers and strategy.
- Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
- You will be required to obtain Okta Professional and Admin certifications upon joining the organization.
What you’ll bring to the role
- 3+ years experience working with Public Sector (Federal/SLED) customers in a SaaS organization.
- Understanding of government regulatory and compliance requirements.
- Advanced knowledge and experience in Identity and Access Management and Security space
- Experience navigating and steering customer engagements to completion with a high level of customer happiness.
- Outstanding written and verbal communication/presentation skills to support onsite or remote strategic business reviews.
- Strong listening skills with the demonstrated ability to ask effective questions, dive deep, understand the customer’s business priorities and anticipate the customer’s needs
- Strong interpersonal skills and the ability to work with various teams with varying backgrounds and skills.
- Good technical and problem solving skills coupled with the ability to provide quick resolution to problems.
- Estimated travel is up to 10%.
#LI-Remote
Additional requirements:
- This position requires the ability to access federal environments and/or have access to protected federal data. As a condition of employment for this position, the successful candidate must be able to submit documentation establishing U.S. Person status (e.g. a U.S. Citizen, National, Lawful Permanent Resident, Refugee, or Asylee. 22 CFR 120.15) upon hire.
