Oracle has a clear objective to become the global leader in enterprise cloud solutions and, SaaS is a critical element in our growing Cloud portfolio. As part of the Cloud commitment, Oracle has created the EMEA Customer Success group which is responsible for supporting SaaS implementation, adoption and renewal. A key team within this new group is the Customer Success team which focuses on the post sales relationship, partnership and alignment with SaaS customers. As such, their goal is to enhance the customer experience and increase customer satisfaction in order to secure subscription renewal and identify up-sell opportunities.
This is high profile team that presents an exciting opportunity to be part of a group that will be central to Oracle’s future and growing success.
The objective of the Customer Success Manager (CSM) is to maximize client retention and success while also driving increased subscription revenue. In this role you will act as a strategic advisor to your clients to ensure they maximize the value of their investment with Oracle’s SaaS portfolio.
You shall use your network in Oracle to support prompt resolution of issues and will be the will be the trusted advisor who provides guidance on best practices for Oracle Cloud solutions.
You will work towards individual annual targets for driving the renewal of your customer’s subscriptions and work closely with sales to enable further adoption of Oracle products within your assigned accounts.
Duties and Responsibilities:
Define and document the customer’s business objectives and definition of success (ROI). Gather baseline metrics and work with customer to calculate and demonstrate success with the Oracle Cloud Solutions
Partner with the rest of the account team to develop successful account strategies and plans that direct company resources to maximize retention and sales within assigned accounts.
Ensure accounts are updated on new product features and have developed a roadmap to implementation
Educate clients on the value of the overall solution and encourage optimal utilization
Gather client product feedback to help product management define the product roadmap
Collaborate with Oracle’s Marketing team by encouraging customer advocacy and creation of case studies to help maintain the Client Referral program
Present the Oracle value proposition as well as product features and functions to audiences ranging from Senior Executives to technical stakeholders
Facilitate relationships across various client teams, brands, and/or departments to further strengthen Oracle’s partnership with customers
Be an expert on the customer’s CX/ HCM/ ERP strategy and the go-to person for their strategic business direction for the specific SaaS solution
Deliver regular business and operational reviews to senior executives & key business stakeholders
Provide best practices and industry benchmarking
Position Oracle’s value proposition as part of our overall business solution, linking these benefits back to the key business issues of the client
Develop and maintain extraordinary relationships with clients to ensure their satisfaction and retention while helping to grow our incremental revenue
Guide your customer through significant service milestones such as upgrades, new releases etc
Act as a point of escalation for your customer’s critical issues.
Skills and Experience:
Significant experience with cloud-based/SaaS solution offerings and a passion to communicate their value to clients.
Driven to provide a Best in Class customer experience
10 years experience of the following :- CRM/HCM/ERP applications and/or providing strategic advisory/account management services
Experience in working in a business consultancy role
Proven ability to develop and cultivate lasting customer relationships with a diverse set of internal and external stakeholders including senior level executives, legal, technical, finance, support, sales, and marketing experts
Project Management experience with proven capability to lead cross functional business and technical teams to provide timely issue resolution
Ability to create and sell business cases to internal and client audiences
Excellent organization, time management, and communication skills
Willingness to 'roll up one's sleeves' and assist wherever needed
Team player who will work within the company to continue improving the way Oracle serves its customers
Bachelors degree or equivalent experience in computer science, business, or related field
Excellent verbal and written communication skills
Someone who can rapidly sort out “fact from fiction” in any situation
The ability to influence, facilitate and juggle a number of competing issues at any one time
Experience in setting IT Strategy and leading business organizations through change / implementation cycles is desirable.
Experience leading the implementation of enterprise-class, mission-critical applications desirable.
A technical background ideally with Oracle experience is desirable
Experience in driving user adoption is desirable
Fluency in Spoken and Written English and Arabic
Ability to travel up to 60% of the time.
Detailed Description and Job Requirements
Drive maximum adoption of Oracle solution and identify/drive product expansion opportunities via high value relationship with the client.
Develop long term partnership with our clients to ensure they remain successful by realizing the full value of their investment with us to ensure client continues/renews contract with Oracle. Responsible for maintaining a high level of client satisfaction by being a liaison between our clients and Oracle
s internal operations. Identify product expansion/up sell opportunities. Work with larger clients. Provide input into the CSM methodology and direction. Act as mentor to newer CSMs on a voluntary basis.
Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Recommended 7 to 10 years of professional experience. Demonstrated experience in package systems implementation (CRM, ERP, Consulting experiences) or client facing relationship experience. Understanding of various technical architectures and operating systems. Industry experience is desired.