Customer Success Manager - Japan

Tokyo, JapanHybridFull TimeManager / HeadPosted 2 months ago

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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 flexible and neutral products, Okta Platform and Auth0 Platform, provide secure access, authentication, and automation, placing identity at the core 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 Opportunity

We are looking for someone to join our team who has a passion for technology, strategic problem solving, and providing thought leadership to help our customers on their Identity journey.

You are a continuous learner, building your product knowledge, and industry knowledge as well as building relationships with customer stakeholders to be their trusted advisor. You will guide our customers to rapid adoption, expansion, and identify churn risks.

As a CSM you play an important role in working with and connecting the customer's needs to the Sales team, Product Management team, Support, Renewals, Professional Services, and Engineering teams.

Below outlines some key attributes for a Customer Success Manager:

Customer Success and Growth: Develop roadmaps and strategies to accelerate customers' strategic direction, track goals and progress, and identify opportunities for improvement.

Ownership: 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.

Research and Insights: Conduct regular research on industry trends, customer needs, and preferences to develop thought leadership through industry trends and insights to drive customer innovation.

Proactive engagement and Strategic Success Plans: Create strategic success plans aligned with the customers goals, track progress, and provide high value assets to be reused by our customer champions to communicate the value of Okta.

Communication: Build strong relationships through effective and concise communication with customers, stakeholders, and internal teams. Enhance customer satisfaction, improve collaboration, and understand customer problems and goals.

Problem-Solving: Identify and solve customer problems efficiently by proactively addressing potential issues and collaborating with customers and internal teams to find suitable solutions.

Collaboration: Work effectively with cross-functional teams, share information and resources, drive initiatives, and engage in conversations to better assist customers. Be willing to drive initiatives that can positively impact many customers.

Build and Maintain Executive Relationships: Build strong relationships with key decision-makers, identify and map the organisation's decision making hierarchy. Engage a range of strategic customer personnel in order to influence larger customer decisions.

Product Knowledge: CSMs need to have a deep understanding of Okta's products and services, as well as excellent time management skills, in order to provide customers with insights and direction. Build knowledge through achieving minimum certification levels and spending time staying up to date on solutions and roadmap.

You would be Ideal for this role if you have:

Experience in customer success management, ideally working with customers to drive adoption of a technical platform or solution.

Customer-centric and proactive team player that is focused on driving customer loyalty and adoption

Success in working in and navigating enterprise environments, building trusted relationships at all levels in the organization.

Experienced in driving product adoption and expansion, through understanding the customer’s current situation and desired outcomes. Being able to utilise consulting style questions to engage and discover the information we need to support our customers

Able to operate in a fast-paced environment and manage multiple customers and projects, adapt to changing priorities, think ahead, and solve problems.

Ability to take on feedback, be willing to learn new things, have a growth mindset and align to Okta core values

Strong oral, written and presentation skills

Ability to organize, prioritize, complete activities and meet deadlines on a daily basis

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

Amazing Benefits

Making Social Impact

Developing Talent and Fostering Connection + Community at Okta

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

Okta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws. If reasonable accommodation is needed to complete any part of the job application, interview process, or onboarding please use this Form to request an accommodation.Notice for New York City Applicants & Employees: Okta may use Automated Employment Decision Tools (AEDT), as defined by New York City Local Law 144, that use artificial intelligence, machine learning, or other automated processes to assist in our recruitment and hiring process. In accordance with NYC Local Law 144, if you are an applicant or employee residing in New York City, please click here to view our full NYC AEDT Notice.Okta is committed to complying with applicable data privacy and security laws and regulations. For more information, please see our Personnel and Job Candidate Privacy Notice at https://www.okta.com/legal/personnel-policy/.

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