81 views

Senior Cloud Customer Success Manager

Our mission is to to be a catalyst for Oracle’s customer success. We want to help our clients realize the maximum value of their Oracle Cloud solutions. We help unlock the full potential of Oracle Cloud by focusing on business outcomes. Indeed, the Customer Success Organization plays a key role in driving business outcomes across: (1) customer, (2) product, (3) partners/implementors, and (4) GTM/sales.

1.        CUSTOMER SUCCESS: We are the single source of truth across the complete customer lifecycle. Our goal is to live in the currency of customer success, driving winning NPS, CLV, and referenceable logos.

2.       PRODUCT SUCCESS: We demonstrate the art of the possible across Oracle’s unified suite of offerings, driving adoption and ensuring alignment among customer processes, data, and product(s).

3.       PARTNER SUCCESS: We train, enable, and certify partners, using SI success as a gateway to customer success.

4.       GTM SUCCESS: We are the catalyst for advancing ONE Oracle, being the glue for ensuring winning customer success from pre-sales to Day 2. Simply, Oracle’s Customer Success Organization amplifies customer trust, conversions, and renewals via a solution and time to value focus. In turn, we create customers for life.

YOUR FUTURE ROLE : Customer Success Manager

We’re on the precipice of a generational change in how Oracle enables customer success and Oracle’s Customer Success Organization is in the midst of a customer centric transformation. We’re helping our clients around the globe redefine customer experience, unifying front, middle, and back office for a 360-degree view of the customer. We’re looking for a distinctive manager who has successfully led customer transformations in the F500 technology and/or SaaS landscape(s) and who understands how to unlock the full potential of any given customer. If you embrace change and a transformation always on mindset than this will be an extremely rewarding opportunity. Specifically, you will take a key role in governing, mitigating risk and maximising chances of proper project management and succesful completion of one or more specific critical projects for strategic customers, which are implemented by an Oracle partner SI.

·       Take a key role in building up and driving these most complex partner lead SaaS transformational implementations to success.

·       Assess and mitigate risk making sure the partner implementation is according to standards.

·       Assess and mitigate risk for all project constraints and manage contracts accordingly.

·       Lead by example and be a natural accepted mentor for the Customer, Oracle and Partners involved in the transformation as essential part of the program and key member of Steerco.

·       Balance between all elements of a multi-faceted role, including (non-exhaustive):

o   Have a wholistic overview of a portfolio of a specific / key projects within a specific client.

o   Pro-actively, hands on and customer facing, putting some of these projects on the right track and react promptly and effectively on early warning signs within this portfolio.

o   Guide the projects to a focus on delivering to stakeholders’ expectations and to a focus of managing both stakeholders and commercial/contractually implications.

o   Be the strategic Oracle internal partner, driving alignment between Development, Support, Legal, Customer Success, Sales and Applications management.

·       Work with Alliances and Channels making sure the involved partners are focusing on customer success; escalate in timely manner when there is any deviation.

·       Act as escalation point for your customer, plus potential conflict between Customer and partner SI.

·       Drive customer implementation towards success with healthy partner interaction.

·       While being collaborating with partners, do pick up trends and propose potential improvements that can help these partners or the wider ecosystem to become more effective and more successful.

·       Manage customer and partner on potential solution gaps and development requests.