Sr. Technical Account Manager

Okta•Chicago, IL

2d•Hybrid

About The Position

Okta is The World’s Identity Company. We free everyone to safely use any technology - anywhere, on any device or app. Our Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transform how people move through the digital world, putting Identity at the heart of business security and growth. The Okta Technical Account Management: Technical Account Management is a global team that partners with Okta’s Customer Success team and collaborates with Okta’s customers to share knowledge, best practices and make recommendations to continuously innovate around identity and security. The Global New Product Introduction (NPI) Overlay Team functions as an elite squad acting as a crucial bridge between Pre-Sales, Product and our global TAM organization. We are Okta product experts, and we enable Okta's worldwide growth by establishing repeatable adoption patterns, driving early-stage readiness, and ensuring core TAM teams are programmatically equipped to realize technical value across our newest capabilities. The Senior Technical Account Manager Opportunity: A Senior Technical Account Manager (TAM) - New Product Introduction (NPI) Specialist Overlay serves as a highly technical overlay resource designed to build the architectural blueprints for how Okta scales its newest and most complex capabilities. This role handles a crucial dual motion consisting of NPI via time-boxed, sprint-based engagements to establish repeatable adoption patterns, and Specialist Overlay via targeted interventions for existing product sets that show a deficit in market adoption . The overlay specialist steps into high-stakes, ambiguous technical environments, drives early-stage adoption, packages learnings into scalable systems, and exits cleanly so the broader global TAM organization can execute independently. The TAM specialisation requires an understanding of hybrid scenarios that capitalize on Okta’s ability to manage authentication, authorization, and lifecycle management capabilities for SaaS, on-premise, and custom enterprise applications.

Requirements

8+ years of total experience in information technology, with at least 4 years of hands-on experience as a Technical Account Manager (TAM), Solutions Architect, Technical Consultant, or comparable practitioner role in the IAM space.
Deep technical credibility and domain expertise in SaaS infrastructure, the Software Development Life Cycle (SDLC), and modern Identity landscapes.
Working proficiency in the following core IAM areas: Technologies and protocols to support identity federation and robust access control models (e.g., SAML 2.0, WS-Federation, OAuth, OpenID Connect).
Legacy applications in a hybrid IT environment with non-standard applications (i.e. those that do not support modern identity federation protocols).
Enterprise applications in the ecosystem to provide identity and attributes to applications or to harness an external application to help drive business processes (ITSM, HR, etc).
SaaS deployment such as Salesforce, Box, Office 365, Workday and HR as master for identities.
Lifecycle management scenarios to 3rd party systems and applications (Workflows, HR-driven provisioning, MSFT integrations, SCIM, etc).
Security and performance monitoring, and 3rd party signals integrations (SEIM, MDM, WAF, etc).
Clear engineering intuition to instantly distinguish a customer configuration gap from a core platform defect or a systemic load constraint like Requests Per Second (RPS) limits.
Strong operational understanding of web-scale infrastructure dimensions including Recovery Time Objectives (RTO) and Recovery Point Objectives (RPO).
Proven product intuition with the ability to look at a chaotic customer environment, extract underlying technical friction, and translate it into a data-backed business case for Product Managers.
Exceptional EQ and diplomatic skills to handle sensitive customer escalations, navigate a matrixed global organization without direct authority, and resolve cross-team friction.
Builder mindset with a history of success turning unstructured, early-stage ambiguity into clean, repeatable systems, metrics, and processes.
Excellent communication skills, with the ability to set expectations and communicate goals and objectives with customers at various levels, from a developer to a CIO.

Responsibilities

Advise early-adopter customers on architectural best practices and product adoption during high-priority product launch windows.
Operate within strict Rules of Engagement (ROE) where the Core TAM retains ultimate account ownership, proactively managing potential friction or overlapping responsibilities.
Lead targeted, time-boxed technical sprints with high-value customers to bridge the technical value gap post-sale.
Execute structured account handbacks to Core TAM teams using established transition and exit criteria once defined adoption thresholds or playbooks are met.
Partner effectively with neighboring technical motions, such as the Forward Deployed Engineering (FDE) team, to align strategic customer roadmaps with product capability rollouts.
Capture high-fidelity technical telemetry directly from early adopters, translating raw field friction into actionable, ARR-weighted product signals for Product Management and Engineering.
Coordinate closely with Product Acceleration Team (PAT) specialists to smoothly transition technical workloads into the TAM organization.
Evaluate early-stage software and co-author the operational "Go/No-Go" criteria that dictate when an NPI capability is ready for broad TAM support.
Act as an elite response squad during high-priority NPI launches to prioritize accounts, absorb heavy technical workloads, and unburden core TAM teams during early performance regressions.
Document repeatable adoption patterns, configuration models, and expansion triggers into structured engineering playbooks to move beyond 1:1 consulting deep dives.
Partner directly with the TAM 1:Many / Knowledge Scaling function to design and deliver programmatic content, scaling your specialized expertise to make over 100+ global TAMs proficient in new solutions.