Manager, Technical Account Management

The TAM team empowers Okta customers to deliver secure, scalable, and transformative identity solutions by acting as their trusted identity coach. We drive lasting success through elevated technical maturity. We act as “Field CPO” for our customers, proactively guiding their identity decisions and long-term identity vision. We guide a customer’s workforce identity strategy, customer identity strategy, and security posture while driving value in Okta’s suite of products and, ultimately, retention at contract renewal.

We are looking for a highly motivated and experienced Manager, Technical Account Management (TAM) to lead and develop a team of Technical Account Managers. In this role, you will oversee TAMs who support our clients, ensuring high levels of customer satisfaction, technical enablement, and strategic alignment. Your leadership will be instrumental in ensuring our customers receive the highest security and IAM advice while achieving their business objectives. You will drive operational excellence, foster cross-functional collaboration, and ensure your team delivers exceptional service to meet the unique needs of our growing commercial organizations. This role will focus on Okta’s Workforce Identity platform and products, but familiarity with Customer Identity is a must.

• Recruit, mentor, and manage a team of highly skilled Technical Account Managers focused on EMEA’s install base, with emphasis on the top ~25% of largest customers.
• Set clear performance goals and provide ongoing feedback and development opportunities to ensure team success.
• Partner with leaders across TAM, Customer Success, Sales, and Product to implement customer-first thinking within the team. 
• Provide coaching and career development to grow the talent in your team, fostering a culture of collaboration, accountability and continuous improvement.
• Effectively balance the workload and capacity of your team while ensuring you’re building talent for future demand.
• Working with Senior TAM Leadership to define quarterly budgets and manage headcount plans.
• Establish clear performance objectives and regularly assess team members. Offer constructive feedback and support to enhance their skills while providing leadership and guidance to coach and motivate them toward optimal performance and career development.
• Collaborate with TAMs to strengthen client relationships, addressing complex issues and ensuring customers receive proactive support tailored to their needs.
• Ensure the TAMs exceed Okta’s expectations in core product and identity knowledge pertaining to industry standards and execution, and contribute to the larger TAM function.
• Ensure that individual contributors create high-quality, customer-facing materials, including but not limited to Technical Success Plans, Business Reviews and Best Practices.
• ​​Proactively identify potential churn or attrition risks in client accounts and develop strategies to mitigate those risks effectively.
• Work closely with the assigned accounts to proactively find revenue growth opportunities and seamlessly pass the opportunity to sales/presales.
• Identify and implement best practices and process improvements to enhance service delivery, efficiency, and customer satisfaction.

• Understands the technical considerations and certifications specific to the identity space.
• Understands the industry standard regulatory and compliance requirements.
• Bachelor's degree or equivalent combination of education and work experience.
• Multiple years experience managing TAM, presales, or equivalent technical solutions teams at any level; individual contributor experience in these roles a plus.
• Strong leadership and team management skills, with a proven ability to build and lead high-performing teams.
• Experience managing a recruitment process and scaling a team.
• Experience driving software adoption, minimizing churn and helping GTM grow the account base.
• Expertise in Cybersecurity / SaaS solutions.
• Exceptional communication, presentation, and stakeholder management skills.
• Ability to navigate complex, regulated environments and manage competing priorities.
• Natural inclination to motivate and inspire team and stakeholders in relation to exceeding organizational goals.

• Always Secure, always on: Relentlessly champion Okta’s security-centric mission with our customers
• Drive what’s next: Distinguish ourselves as Identity thought leaders who mature our customers Identity architectures
• Love our customers: Give our customers a premium Identity experience
• Build it and own it: Solve hard problems together, own the outcome and impact, and empower each other to do the best work of our careers

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