Sr. Manager, Technical Account Manager

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 Sr 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.

• Recruit, mentor, and manage a team of highly skilled Technical Account Managers focused on commercial accounts.
• 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. 
• Create a compelling vision for the organization and for customers.
• Define and drive the strategy and detailed execution plan for Okta’s NPI/Specialist TAM team, ultimately driving faster customer time to value, renewal rates, and growth for NPI and add-on products.
• 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 program aimed at recruiting some of the world's top early career 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 the process and tactics.
• 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.

• Previous leadership role at a high growth software SaaS organization.
• 5-10+ years combined experience in the following functions:  technical account management, sales, customer success, renewal sales, or consulting.
• Bachelor’s Degree, preferably in a technical discipline, or equivalent. Master’s degree/MBA is a plus.
• Experience with recruiting, developing and managing internship and early career programs.
• Experience delivering TAM/CS 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 put in place plans to mitigate them.
• Adaptability, flexibility and the conviction to “do the right thing” under stress, high tension and tight deadlines.
• Familiarity with the security 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%

• 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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