Client Success Snr Manager

Job Description

In line with the relevant policy and requirements of the Government of the Kingdom of Saudi Arabia, preference will be given to Saudi nationals who apply for this role.

What Does Oracle’s Customer Success Organization Do?

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.

• 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.
• 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).
• PARTNER SUCCESS: We train, enable, and certify partners, using SI success as a gateway to customer success.
• GTM SUCCESS: We are the catalyst for advancing ONE Oracle, being the glue for ensuring winning customer success from pre-sales to Day 2.
  
  
  

Career Level - M3

Responsibilities

Responsibilities:

Customer Relationship Management:

• Build and nurture strong, long-lasting relationships with key customers.
• Serve as the primary point of contact for escalated customer issues and ensure timely resolution.
  
  
  

Team Leadership:

• Lead and mentor a team of Customer Success Representatives.
• Foster a collaborative and customer-centric culture within the team.
  
  
  

Customer Onboarding:

• Oversee the onboarding process for new clients, ensuring a seamless and positive experience.
• Develop and implement effective onboarding strategies to drive customer success.
  
  
  

Product Expertise:

• Develop a deep understanding of our products and services.
• Provide guidance and insights to customers on maximizing the value of our offerings.
  
  
  

Renewals and Expansion:

• Work closely with the sales team to identify opportunities for upselling and cross-selling.
• Drive customer renewals by demonstrating the ongoing value of our solutions.
  
  
  

Feedback and Improvement:

• Gather customer feedback and collaborate with internal teams to continuously improve products and services.
• Implement best practices to enhance the overall customer experience.
  
  
  

If you are…

An out-of-the-box thinker always looking for new approaches and solutions. You enjoy rolling up your sleeves and tackling challenges with a hands-on approach.. You have a passion for customer success across the lifecycle-building relationships that blossom into trusted partnerships one decision at a time. Entrepreneurial-minded with sound judgement and can navigate complexity. You take ownership of your individual success as well as those around you, modeling integrity and accountability with colleagues and clients.

…then we want to talk to you!

What You’ll Bring

Your enthusiasm, knowledge and business acumen, and love and passion for customer success will help Oracle become the leading cloud service provider.

More specifically, you will have the experience described below:

• 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.
• 7+ 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.
• A highly collaborative leader who can navigate different personalities, work well in teams, and believes that 1+1=>3.
• are achieved.
  
  
  

Key Skills/Qualifications

• Master degree or equivalent.
• Proven experience in customer success management, with a track record of achieving and exceeding targets.
• Ability to work effectively with and through a matrix and a virtual organization.
• Successful track record as Program Director of transformational and international SaaS transformation.
• Experience in managing Turn around of escalated IT transformation projects.
• Bring a good level of overall functional Expertise in Saas (especially in ERP/HCM)
• Commercial sensitiveness of Saas Software contracts and Implementation costs
• Flexibility to work from home or travel across the region when required (assume max 50% travel – potentially needing travel on very short notice)
• Level 3: +7 of relevant experience in a customer success role.
• Level 4: +10 years of proven experience in customer success management.
  
  
  

Desired Skills/Qualifications

• PMI Project Management Professional (PMP) Certification or similar.
• International experience across MEA region
  
  
  

How You Will Be Measured:

• Referenceable Logos
• Client Satisfaction (CSAT)
• Net Promoter Score (NPS)
• Customer Lifetime Value (CLV)
• Renewals on ATR
• Install Base Expansion
• Time to First Value
• # of Green and red accounts
• Group revenue and margin
• Net ARR
• Net Dollar Retention (NDR)
• Logo retention (LRR)
• Coverage (ARR and Accounts)
• Partner Success (e.g., # of Certified SIs, red accts)
  
  
  

What We Offer

• A driver’s seat in a top project and program director role with Oracle internal and external visibility. A stepping stone for further growing your own career.
• Enriching your experience while being hands on and customer facing with the largest Oracle accounts in the region.
• Being an essential part of Oracle’s Global Customer Success organization
• An ability to grow your network in a wide and international Oracle Cloud ecosystem.
  
  
  

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

We know that true innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing an inclusive workforce that promotes opportunities for all.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing [email protected] or by calling +1 888 404 2494 in the United States.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.