Support Enablement Manager

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. This work requires a relentless drive to solve complex challenges with real-world stakes. We are looking for builders and owners who operate with speed and urgency and execute with excellence.

This is an opportunity to do career-defining work. We're all in on this mission. If you are too, let's talk.

Position Description:

We are looking for a self-motivated Support Enablement Manager to join Okta’s Customer First Enablement team. In this role, you will become the enablement advocate for our Support organization. The Enablement Manager will interact and collaborate across cross-functional teams including other enablement managers, product teams, and content development. This role will participate in other day-to-day Customer First Enablement activities including prioritization of enablement programs and solutioning field requests from our Support internal customer. As an Enablement Manager you will be responsible for identifying, creating and delivering enablement and training programs and optimization to our Support organization from onboarding and cross-skilling to everboarding.

Responsibilities:

• Successfully identify and communicate Support organizational perspective and technical and role readiness.
• Understand the day-to-day of a Support Engineer to suggest and execute new and innovative ideas/programs to your leadership team and primary stakeholder - Support leadership.
• Communicate effectively and often to ensure all stakeholders are aligned and view the Support enablement program as a force multiplier.
• Equip Okta customer support teams with the necessary product knowledge, skills, and processes to effectively troubleshoot and resolve customer issues.
• Take a data-driven and analytical approach to deciding on future initiatives, as well as performance management to quantify the impact of existing programs.
• Partner with other enablement staff in designing, creating and delivering enablement programs.
• Continuously engage with Support Engineers to validate and collaborate on requirements and program results.
• Proactively seeks input and content from support teams to aid in the curation of enablement programs.
• Identify and communicate potential efficiencies and enhancements.
• Lead discovery sessions with business leaders to build and refine requirements.

Requirements:

• The single most important characteristic we are looking for is showing initiative. Be prepared to share previous examples or articulate suggestions for what you might bring to this role.
• Charismatic, great presence, deep empathy, and sharp on the product.
• Ability to understand, work with and present to a technical audience.
• Ability to deliver results in a fast-moving, highly matrixed environment.
• Deep understanding of support and enablement strategies.
• Demonstrable communication skills, specifically presentation skills and strong executive presence.

Desired Skills and Experience:

• 5+ years of Support Engineer experience or similar role in a Support organization.
• 5+ years of enablement experience in the software industry.
• Technical proficiency provides added credibility such as holding a current Okta certification.
• Support operations and program management experience.
• Industry and product knowledge is a plus.
• Strong problem solving, priority setting, facilitation, multi-tasking, analytical, and collaboration skills.
• Ability to work independently, multi-task optimally and thrive in a fast-paced, dynamic environment with general direction and guidance
• Strong interpersonal skills and capable of building positive relationships across multiple teams and time zones
• Occasional domestic travel required.

Okta is an Equal Opportunity Employer.

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Below is the annual base salary range for candidates located in California (excluding San Francisco Bay Area), Colorado, Illinois, New York and Washington. Your actual base salary will depend on factors such as your skills, qualifications, experience, and work location. In addition, Okta offers equity (where applicable), bonus, and benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies. To learn more about our Total Rewards program please visit: https://rewards.okta.com/us.

Below is the annual salary range for candidates located in Canada. Your actual salary will depend on factors such as your skills, qualifications, and experience. In addition, Okta offers equity (where applicable), bonus, and benefits, including health, dental, and vision insurance, RRSP with a match, healthcare spending, telemedicine, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies. To learn more about our Total Rewards program, please visit: https://rewards.okta.com/can.

The Okta Experience

• Supporting Your Well-Being
• Driving Social Impact
• Developing Talent and Fostering Connection + Community

We are intentional about connection. Our global community, spanning over 20 offices worldwide, is united by a drive to innovate. Your journey begins with an immersive, in-person onboarding experience designed to accelerate your impact and connect you to our mission and team from day one.

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.

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