The opportunity
Secure Every Identity, from AI to Human Identity is the key to unlocking the potential of AI. Okta secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era.
What you'll do
Be a trusted operational guardrail: Partner deeply with Global Operations to define and maintain strict consistency across processes, preventing regional drift or siloed operations while ensuring global standards support AMER growth.
Establish and govern the Operating Rhythm: Maintain and govern the "operating rhythm" of the CX organization. Ensure critical cadences (e.g. Get Well Plans, Account Reviews, Path to Green reviews, and Leader Cadences) run effectively with 100% execution and high data quality.
Drive Management System Optimization: Act as the operational owner of the AMER Customer Success Management System. Working closely with the Global CX Operations team to translate strategy into predictable regional execution across three core pillars: KPIs, Standards, and Operating Cadences.
Enable Cross-Functional Handoffs: Actively drive Customer Success execution by working with operations peers to improve critical intersections. Optimize handoffs and alignment between Sales, Renewals, Support, Professional Services, and Customer Success.
Maintain Customer Lifecycle Visibility: Keep an uncompromised view of the broader customer lifecycle through every major phase: Purchase & Plan, Learn, Deploy & Adopt, Use & Grow, Renew & Expand, and Advocate.
Mitigate Risk via "Path to Green": Oversee the execution and accountability of regional "Get Well Plans", tracking Churn Dollars Saved against regional worst-case boundaries to proactively transition at-risk segments back to health.
What they're looking for
- Shift to Leading Metrics: Drive the regional shift from lagging performance indicators (Renewal & Expansion rates) to leading ones (Stakeholder Expansion, Outcome Attainment, Customer Health targets >80% Green, and Lead Pass generation).
- Deliver Executive Read-outs: Prepare and lead comprehensive Monthly and Quarterly Business Reviews (MBR/QBR) for regional and global stakeholders, delivering a unified, metrics-driven narrative of AMER performance.
- Manage Documentation Lifecycle: Own the quality, freshness, and accuracy of the internal documentation repository, including playbooks, customer asset standards (SBRs, MBRs, QBRs), and operational frameworks.
- Capacity and Coverage Planning: Drive and support the resource planning process in partnership with Finance to ensure effective and efficient coverage of top priority accounts with aligned coverage strategies and priorities.
