Senior Customer Success Analyst, Commercial Accounts (East Coast)

Get to know Okta

Okta 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. 

Join our team! We’re building a world where Identity belongs to you.

The Customer Success Team

Love our Customers is our #1 Value at Okta. The Okta Customer First Team lives and breathes this every day.  A critical element of Okta’s strategy is helping our customers accelerate their time to value and expand their relationship with Okta.  This is a key differentiator for Okta and we believe that these customers deserve a unique and exceptional experience. When we do this well, our customers succeed and Okta succeeds by increasing our renewal and growth rates.

 

The Senior Customer Success Specialist, Commercial Opportunity

Reporting to the Manager, Commercial East, you will be responsible for complementing Okta’s innovations, standard methodologies and capabilities with our valued customers’ business objectives and priorities thereby driving higher business value and alignment between Okta and our commercial customers. You will be responsible for driving customer adoption and success by providing oversight, adoption recommendations, opportunities for greater service and risk management. You will perform routine health checks and assist with business value assessment to ensure our customers, the most return on investment from Okta.

 

What you’ll be doing 

• Drive overall customer adoption and mitigate risk across your customer portfolio, with a particular focus on high risk or low activated customers.
• Leverage uniform, playbook driven Customer Success motions in partnership with the extended account team to drive desired outcomes with our larger accounts.
• 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.
• Serve as the primary point of contact post implementation, and assume overall customer adoption responsibility and critical issue management role.
• You will be required to obtain Okta Professional and CIC Fundamentals within the first 3 months upon joining the organization and the Admin certification within the first year.

 

What you’ll bring to the role

• 2+ years of customer success or customer facing experience in SaaS organization.
• General knowledge of cloud architecture as well as on-premise IT landscape, with broad knowledge and experience in Identity and Access Management (IAM) and Security a plus.
• Experience in consulting and implementation of IT systems preferably cloud service and/or identity management a plus.
• Excellent communication skills, including issue tracking, triaging and crisis management.
• Understanding of Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information and Developing Standards.
• Quick learner with utilization of Customer Retention Management tools (CRMs) to drive success within your target customer base. 
• Bachelor’s Degree Required or Equivalent Experience.
• Available to travel up to 25%

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Below is the annual On Target Compensation (OTE) range for candidates located in California, Colorado, New York and Washington. Your actual OTE, which is inclusive of base salary and incentive compensation, will depend on factors such as your skills, qualifications, experience, and work location. In addition, Okta offers 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: https://rewards.okta.com/us. 

The annual OTE range for this position for candidates located in California, Colorado, New York, and