About the role

You will report to the Sr. Director Customer First - Public Sector 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 Federal Civilian customers. The Federal Civilian 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 and strategic business value reviews to ensure our Federal Civilian 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 Federal Civilian customers to build Mutual Success Plans, establishing critical goals, to aid them 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

• 3-6 years working experience working in a Customer Success, Account Management, Client Services or other similarly customer-centric role with Federal agencies.
• Understand the technical considerations and certifications specific to the government.

• Understand the government regulatory and compliance 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%). 

• US Citizenship required.
• Current, active US Government Security Clearance of Top Secret or above is a Bonus.

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