Associate Customer Success Manager (Bilingual English / French)

Okta, Inc.; Toronto; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A leading technology company seeks an Associate Customer Success Manager to enhance customer adoption and engagement with their identity cloud solutions. This role involves collaborative efforts to drive business value, strengthen client relationships, and ensure high customer satisfaction. Ideal candidates will have a strong SaaS background and exceptional communication skills.

Benefits

Making Social Impact

Developing Talent and Fostering Connection + Community

Qualifications

• 3+ years of customer-facing experience in a SaaS organization.
• General knowledge of cloud architecture and identity management.

Responsibilities

• Drive customer adoption and satisfaction by providing strategic oversight.
• Conduct periodic health checks and manage renewal risks.
• Collaborate with sales to position Success Services effectively.

Skills

Customer Communication

Problem Solving

Process Improvement

Education

Bachelor’s Degree or Equivalent Experience

Tools

Salesforce

ServiceNow

Workday

Job description

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.

JOB PURPOSE :

The Associate Customer Success Manager is responsible for complementing Okta’s innovations, standard methodologies and capabilities with our valued customers’ business objectives and priorities thereby driving higher business value and executive alignment between Okta and our Enterprise 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. The success of this role means higher customer happiness, retention and expansion of Okta business.

DUTIES AND RESPONSIBILITIES :

• You will partner with Senior team members on larger accounts post implementation. Assisting with overall customer adoption responsibility and critical issue management role.
• You develop a trusted advisor relationship with our customer partners and executive sponsors to drive product adoption and ensure they are using the solution to achieve full business value.
• Partner with internal Okta partners to align account activities with the customer's business case and strategy.
• You will prepare and educate customers on new features and releases.
• Monitor and identify adoption and utilization trends, provider 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.
• Work with the sales team to properly sell and position Success Services.
• You will be required to obtain Okta Professional and Admin certifications upon joining the organization.

QUALIFICATIONS :

• 3+ years of customer facing experience in SaaS organization.
• 3+ years of experience in a Customer Success Management role strongly preferred
• General knowledge of cloud architecture as well as SaaS, preferably technology services and / or identity management.
• Knowledge of enterprise web technologies, security and state of the art infrastructures.
• Agreeable and willing to be a hands-on contributor.
• Excellent communication skills, including issue tracking, triaging and crisis management.
• Understanding of Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information , Developing Standards, Help Desk, and Service Excellence methodologies and processes.
• Experience of SaaS vendors such as Box, Google Apps, NetSuite, Salesforce, ServiceNow, Workday and Gainsight preferred.
• Bachelor’s Degree Preferred or Equivalent Experience.
• Must be able to communicate fluently with clients in French, including verbal and written form.
• Available to travel up to 35%

LI-Hybrid

LI-MM1

What you can look forward to as a Full-Time Okta employee!

• Making Social Impact
• Developing Talent and Fostering Connection + Community at Okta

Okta cultivates a dynamic work environment, providing the best tools, technology and benefits to empower our employees to work productively in a setting that best and uniquely suits their needs. Each organization is unique in the degree of flexibility and mobility in which they work so that all employees are enabled to be their most creative and successful versions of themselves, regardless of where they live. Find your place at Okta today! .

Some roles may require travel to one of our office locations for in-person onboarding.