Senior Cloud Customer Success Manager

Full Job Description

Who We Are
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

What You ll Bring
Your enthusiasm, knowledge and business acumen, and love and passion for customer succes will help Oracle become the leading cloud service provider.
An ability to drive highest program and project standards across a mainly indirect Oracle team and partners, bringing focus on stakeholder and customer success. Simply, if you have the abilites of a solution architect, sales engineer, CSM, consultant, and project manager all roled into one this will be an exciting and immensely rewarding opportuninty to drive sustainble change for Oracle and its customers.

What you will do
Passion for and ability to have cross-industry consultative conversations regarding business challenges and opportunities building trusted advisory relationships with customers and partners alike.
Deep product and market expertise in Cloud Delivery, including customer needs, competitive landscape, and key trends in the industry.
8-10+ years of experience product line and/or Cloud transformation.
Proven experience leading end-to-end success of cloud solutions across Product and other functions including Marketing, Sales, Service, Alliances, and/or Support.
World-class communication and cross-functional teamwork skills. Able to handle challenging meetings with internal and external executives.
Hands on not just a leader/talker but someone who wants to roll up her/his sleeves to get the job done.
Technical aptitude and business acumen.

Company Industry

• IT - Software Services

Department / Functional Area

• IT Software

Keywords

• Senior Cloud Customer Success Manager

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