Support Enablement Manager

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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