Olivia Wardak
Okta (Contracted by Concentrix)
Nashville
1
Certification
9
years of professional experience
Results-driven Customer Success professional with nearly four years of experience in managing relationships across Commercial and Gold Scale segments. Drives product adoption and customer retention through executive business reviews and strategic collaboration. Focused on solving complex challenges and enhancing internal processes to achieve measurable business outcomes.
Work History
Senior Customer Success Manager
3 Years 8 Months- Embedded within Okta's Customer Success organization supporting customers across the Commercial and Gold Scale segments.
- Manage a portfolio of approximately 40 customer accounts, serving as the primary strategic point of contact throughout the customer lifecycle.
- Built trusted relationships with customers across Commercial and Gold Scale segments to enhance adoption, satisfaction, and retention.
- Conduct Quarterly Business Reviews (QBRs) and strategic account check-ins to measure success, identify opportunities, and align customer goals with business outcomes.
- Guide customers through onboarding, product adoption, and best practices to maximize value from Okta's Identity and Access Management platform.
- Partner closely with Sales, Product, Support, and Professional Services to advocate for customer needs and deliver a seamless customer experience.
- Gather customer feedback and communicate product enhancement opportunities to internal stakeholders.
- Developed and improved internal documentation, customer success processes, and standardized escalation procedures to streamline operations.
- Resolve complex customer issues using strong analytical thinking, sound judgment, and a customer-first approach.
- Led customer onboarding initiatives, enhancing user engagement and satisfaction.
- Developed strategic success plans, aligning customer goals with product capabilities.
- Achieved revenue targets by managing renewals effectively and identifying upsell opportunities within existing accounts.
Leasing Manager
2 Years 9 Months- Managed leasing operations and fostered strong relationships with prospective and existing residents to enhance tenant satisfaction.
- Developed creative strategies to overcome leasing challenges and improve occupancy rates.
- Developed creative strategies that addressed leasing challenges and increased occupancy rates.
- Collaborated with marketing teams to enhance property visibility through targeted advertising and promotional campaigns.
- Maintained organized leasing documentation while ensuring compliance with company policies and procedures.
Education
Bachelor of Arts - Communications
Skills
Customer Success
Customer Retention
Customer health management
Customer advocacy
Client management
Strategic Account Management
Business reviews
Customer enablement
Cross-Functional Collaboration
Salesforce
Gainsight
Problem Solving
Process Improvement
Organizational skills
Stakeholder engagement
Active listening
Data-driven decision making
Relationship management
Customer satisfaction
Certification
- Okta Certified Professional
- Implement Passwordless. Authentication - Okta
- Implementing Phishing-Resistant Authentication - Okta
- Explore The Okta Data Model Via the Okta Core API
- Manage BYOD via Identity-Aware Integration - Okta
- Okta for AI Agents
Timeline
Senior Customer Success Manager
Okta (Contracted by Concentrix)
11.2022 - CurrentRead More
Leasing Manager
Brookside Properties, Inc.
01.2018 - 10.2020Read More
University of Colorado Boulder
Bachelor of Arts from Communications
Read More