Senior Director, Customer Communications

Okta is seeking a Senior Director of Customer Communications to join our team. In this communication leadership role, you will spearhead the strategy and execution of customer-facing communications, ensuring clarity, consistency, and alignment with our brand values. 

This critical role requires a strategic thinker with a robust background in customer communications within the technology or identity management sectors, exceptional leadership and communication capabilities, and a passion for enhancing customer engagement and satisfaction.

 

Key Responsibilities:

• Strategy Development:  Design and implement a comprehensive customer communication strategy that supports the company's objectives and enhances the overall customer experience in the identity management space.
• Leadership:  Build, lead, and mentor a team of communication professionals, promoting a collaborative and high-performance culture that drives excellence and innovation.
• Cross-Functional Collaboration:  Collaborate closely with marketing, product development, customer support, customer success, and other departments to ensure cohesive, effective, and consistent messaging across all channels.
• Content Creation:  Oversee the development of high-quality content tailored for various communication channels, including email, social media, website, and customer support materials, ensuring it is relevant.
• Customer Feedback:  Create and leverage systems/processes to gather and analyze customer feedback and insights, leveraging this data to refine communication strategies and enhance customer satisfaction.
• Performance Metrics:  Establish and monitor KPIs to measure the effectiveness of customer communications, providing regular performance reports and making data-driven decisions to optimize strategies.
• Innovation:  Stay updated on industry trends and emerging technologies in identity management to continuously improve communication methods and customer engagement.

 

Qualifications:

• Bachelor’s degree in Communications, Marketing, Business Administration, or a related field; Master’s degree preferred.
• Minimum of 10 years of experience in customer communications or a related field, with at least 5 years in a leadership role within the technology or identity management sectors.
• Ability to thrive in a fast-paced environment while multitasking, re-prioritizing projects, and communicating priority updates to stakeholders.
• Demonstrated ability to work with C-level executives inclusive of message development for top leaders and expertise in influencing and advising executives on communication strategies.
• Experience creating and implementing effective communication strategies to align with business goals.
• Excellent written and verbal communication skills.
• Experience with CRM software and customer feedback tools.

 

 

Okta’s Top 5 Core Leadership Competencies are part of the deeply ingrained principles that guide all of our company’s actions. They also align strongly to our cultural cornerstones, our Okta values: love our customers, empower our people, never stop innovating, act with integrity, and maintain transparency. It’s our expectation that our managers and leaders embody these core competencies: