Sr. Customer Success Manager, DoD

Company: Okta, Inc.
Location: Washington
Posted on: February 2, 2025

Job Description:

Get to know OktaOkta is The World's Identity Company. We free everyone to safely use any technology-anywhere, on any device or app. Our Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transforms how people move through the digital world, putting Identity at the heart of business security and growth.At Okta, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every single box - we're looking for lifelong learners and people who can make us better with their unique experiences.About the role:As a Senior Customer Success Manager, you will be responsible for complementing Okta's innovations, best practices and capabilities with our Department of Defense customers' business objectives and priorities thereby driving higher business value and executive alignment. Success of this role means higher customer happiness, retention and expansion of Okta business.In this role, you will work closely with Technical Account Managers, Professional Services, Support, Product Management and Sales to ensure the successful onboarding, support and expansion of your customers. You are their day-to-day contact, building relationships with customers and driving outcomes, adoption, and delivering time-to-value. We are looking for someone who can thrive with a high level of ambiguity and operate autonomously while maintaining a customer centric approach to help build our DoD vertical.What you'll be doing:

• Work as a strategic advisor to your customers providing them with guidance on Okta best practices with their overall technology strategy.
• Build and execute success plans to mitigate risk and drive growth 3+ quarters out across your portfolio.
• 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. Including deciding when to include our executive team or c-suite in customer escalations, how to de-risk or de-escalate.
• Provide insight with respect to the availability and applicability of new products and features.
• Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.
• Execute with an entrepreneurial mindset, build entirely new processes or practices to ensure we best serve the DoD.
• You will be required to obtain Okta Professional and Admin certifications upon joining the organization.What you'll bring to the role:
  • 7-10 years working in a Customer Success, Account Management, Client Services or other similarly customer-centric role with the DoD.
  • Understands the DoD technical considerations and cloud computing security requirements.
  • A mind for technology with knowledge in the Identity and Access Management and Security space.
  • A strategic advisor with 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 value 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.
  • Team player and passion for collaboration, the ability to work with various teams with varying backgrounds and skills.
  • Good problem solving skills coupled with the ability to provide quick resolution to problems.
  • Flexibility to travel (approximately up to 10%).
  • Current, active US Government Security Clearance of Top Secret or above.The annual OTE range for this position for candidates located in California, Colorado, New York, and Washington is between $174,000 - $260,000 USD.Okta is an Equal Opportunity Employer.Okta is committed to complying with applicable data privacy and security laws and regulations.
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Keywords: Okta, Inc., Richmond , Sr. Customer Success Manager, DoD, Executive , Washington, Virginia