Manager, Technical Account Management

$177,000 - $265,000/Yr

Okta - Chicago, IL

Full-time - Manager

Chicago, IL

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About the position

The Manager, Technical Account Management at Okta is responsible for leading a team of Technical Account Managers (TAMs) to deliver exceptional service and support to clients. This role involves mentoring and developing the team, implementing strategic plans, and ensuring that customer success initiatives are met. The manager will also collaborate with various teams to strengthen client relationships and proactively address complex issues, ultimately driving customer satisfaction and retention.

Responsibilities

• Mentor, coach, and develop a team of Technical Account Managers, fostering a culture of collaboration, accountability, and continuous improvement.
• Develop and implement strategic plans for the TAM team to align with company goals, ensuring that Technical Account Management KPIs are met or exceeded.
• 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, communication, 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, Best Practices, and Platform Health Checks.
• 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.
• Identify and implement best practices and process improvements to enhance service delivery, efficiency, and customer satisfaction.
• Collaborate with other team leaders (CSM, Sales, Presales, Professional Services, Product and Support) to ensure customer support during escalations while also building strong relationships with Customer Success Leaders to align on shared goals and initiatives.
• Proactively identify potential risks in client accounts and develop strategies to mitigate those risks effectively.

Requirements

• 8+ years of relevant experience with a Bachelor's degree or equivalent combination of education and work experience.
• 1-3 years of leading technical account management or sales engineering teams (or similar roles).
• Experience driving software adoption, and building and scaling technical account management practices.
• Demonstrated success leading effectively in a dynamic, high-growth, and fast-paced environment.
• Passion for leading high-performing teams, coaching to develop skills, and helping to chart career paths.
• Experience and comfort managing a customer-facing, geographically distributed team.
• Clear communicator, who leverages data, workflow diagrams, logic, and strong analytical skills to illustrate viewpoints verbally and in writing.
• Excellent presentation skills, with a passion for explaining complex technical concepts in a digestible manner & for coaching your team to do the same.
• Demonstration of operational excellence in analytical thinking, and improvement, problem-solving, communication, delegation, and planning.
• Ability to collaborate across the organization and with external stakeholders.
• Experience successfully engaging and working with senior (C-level) executives.
• Holds strong operational skills that will drive organizational efficiencies and customer satisfaction.

Benefits

• Flexible work environment
• Diversity, Equity, Inclusion and Belonging initiatives
• Comprehensive health benefits
• Professional development opportunities
• Employee empowerment and support