Director, Technical Account Manager, EMEA

The Technical Account Management 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.  

As the Sr. Manager of Global Scaled Technical Account Management (TAM), you will create a vision and then build and implement a strategy to drive implementation success and growth for our largest cohort of customers.  You will lead a team responsible for delivering on three primary functions: (1) building and executing on a world class scaled Technical Account Management program delivered by a team built through (2) building and running a world class CS internship and fellowship program, in addition to early-career talent acquisition, and (3) graduating and onboarding early-career new hires into a scaled TAM program.

The Director Technical Account Management Opportunity

• Create a compelling vision for the organization and for customers.
• Define and drive the strategy and detailed execution plan for Okta’s Scaled TAM team, ultimately driving faster customer time to value, high product adoption, renewal rates, and growth.
• Develop and implement processes, customer journeys and metrics to drive customer business outcomes and successful execution of customer use cases. 
• Build a world class internship and fellowship program aimed at recruiting some of the world's top early career and career change talent.
• Build, develop and lead a high impact, early career TAM team that operates with urgency and drives measurable results.
• Personally lead the team and as needed, build strong relationships with key customers.
• Continuously test, measure, and improve processes and tactics.

What you'll be doing

• Demonstrates high impact leadership skills, including: setting a clear vision and strategy, motivating and coaching others, driving urgency and results, and exhibiting humility
• Ability to: deal with ambiguity, problem solve, demonstrate situational agility, manage parallel efforts, and communicate effectively through multiple channels (email, phone, text, chat)
• Demonstrates great business acumen and quality presentation and customer interaction skills
• Possesses extensive go-to-market knowledge and process management skills
• Possesses extensive knowledge in the following domains:  process design, digital tools, software and SaaS; experience with Salesforce.com, Gainsight, and other customer CRM and engagement tools is a strong plus
• Ability to base decisions on data analytics and statistical analyses
• Ability to persuade, influence, and motivate people; build a culture of doing the right thing for customers

Qualifications:

• Previous leadership role at a high growth software SaaS organization
• 5+ years combined experience in the following functions:  sales, customer success, renewal sales, or consulting
• Bachelor’s Degree, preferably in a technical discipline, or equivalent work experience; master’s degree/MBA is a plus
• Experience with recruiting, developing and managing internship and early career programs
• Experience delivering post-sales functions at scale
• Ability to persuade and influence others, internally and externally
• Ability to handle conflict and drive agreement on decisions for which conflicting opinions and input exist
• Ability to identify thematic issues and drive to outcomes
• Ability to identify risks and dependencies and orchestrate plans to mitigate them
• Adaptability, flexibility and the conviction to “do the right thing” under stress, high tension and tight deadlines
• Familiarity with cybersecurity or identity management industry is a strong plus
• Strong data-driven decision-making skills
• Strong work ethic and ability to work in a dynamic environment
• Ability to travel up to 35%