Oracle Cloud Infrastructure (OCI), we build the future of the cloud for Enterprises as a diverse team of fellow creators and inventors. We act with the speed and attitude of a start-up, with the scale and customer-focus of the leading enterprise software company in the world.

 

Values are OCI’s foundation and how we deliver excellence. We strive for equity, inclusion, and respect for all. We are committed to the greater good in our products and our actions. We are constantly learning and taking opportunities to grow our careers and ourselves. We challenge each other to stretch beyond our past to build our future.

 

You are the builder here. You will be part of a team of really smart, motivated, and diverse people and given the autonomy and support to do your best work. It is a dynamic and flexible workplace where you’ll belong and be encouraged.

 

The Customer Success and MCS Analytics Team is responsible for developing insights, analytics, and reporting that\:

1. Increase customer usage, renewal rates and satisfaction,
2. Decrease customer churn, and
3. Optimize allocation of resources in the pursuit of 1 and 2.

The ideal candidate to lead this team will have outstanding analytical skills, excellent business acumen, superb communication skills and experience building and leading high-performing teams. Deep expertise in analyzing large datasets and a proven track-record of delivering results in fast-paced and organizationally matrixed environments are also required.

Responsibilities

• Provide data-driven insights and recommendations for overall organization (Customer Success and Managed Customer Services - MCS) organization to prioritize investments, resulting in\: reduced customer churn, higher renewal rates, improved customer satisfaction metrics, faster onboarding, higher utilization rates, higher adoption rates.
• Develop reporting based on analysis that shows the impact of TAM support/investment. Reporting should also show individual TAM effectiveness / performance.
• Develop reporting for Operations Support organizations based on KPIs derived from analysis that show real-time and historical performance trends. Reporting and analysis should show effectiveness of program implementation and team/individuals. 
• Partner with Data Warehouse, Finance and relevant stakeholders to ensure continued evolution of reporting dashboards that ensure consistent and accurate reporting across OCI and Corp and provide self-serve platform for research and analysis. This role/team is the primary communication point between Customer Success/MCS and key stakeholders to ensure org priorities are reflected in OCI/corp reporting and ensures that tools and platform meet org needs.
• Trains organization and evangelizes tools to ensure consistency / accuracy and builds organizational capability for self-serve data retrieval and analysis to scale actionable insights.
• Deliver on ad hoc inquiry/analysis and reporting requests from CEOs/OCI Exec LT and coordinate with stakeholders.

Qualifications

• 15 years of experience in business analytics, management in tech industries
• Expertise in data modeling, developing analyses and communicating results in a variety of formats\:
  • written – developing reports, documents, presentations
  • verbal – presentation in meetings to a variety of stakeholders at all levels and functions
• Experience leading high performing teams, performance management, acquiring and developing top talent
• Degree in Engineering, Finance, Business or related subject required; Master of Business Administration preferred
• Cloud experience required
• Outstanding written and verbal communication skills; experience presenting to and engaging with executive audiences
• Project management skills to lead projects and generate clarity with cross-functional teams.

!|!Provides programs to improve operational efficiency, consistency. Provides business practices and processes. Drives policies and procedures that monitor and support the organization*s operational and financial business objectives. Provides analysis and advice to management in the areas of operations, resource management, finance, revenue accounting, pricing, and/or contracts. May also be responsible for administration, knowledge management, and/or communications.

Develops and monitor P&L forecasts. Develops and monitor metrics to measure other key performance indicators and group performance. Performs competitive analysis. Creates pricing strategy and cost accounting (business modeling) for projects. Reviews contracts for terms, pricing and approvals. Work with account team to close deals. Interfaces with client to resolve contract/delivery disputes. May be responsible for directing resource management staff, ensuring maximum utilization. May be involved with compensation and bonus process. Manage at least two direct reports.

Manages and controls activities in multi-functional areas of sections. Ensures appropriate operational planning is effectively executed to meet Corporate specifications. Ability to collect, organize, and display data in spreadsheet format. Follow-through skills necessary to get information from internal and third parties and have data errors/omissions corrected. For this, relationship management skills strongly desired. Strong written and verbal communication skills to interact with management and possible clients desired.

Oracle is an Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law.

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