OTA-RM-CR

Background

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 Customer Success group which is responsible for supporting SaaS Onboarding, implementation, adoption, and retention. 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, drive product adoption and increase customer satisfaction in order to secure subscription renewal and identify upsell opportunities.

This is high profile team that presents an exciting opportunity to be part of a group that is central to Oracle’s future and growing success.

Description

The objective of the Customer Success Lead (CSL) is to help maximize client retention and success while also driving increased subscription revenue and usage. 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 trusted advisor who provides guidance on best practices for Oracle Cloud solutions.

You will work towards helping drive renewal of your customer’s SaaS subscriptions and work closely with the account team to enable further adoption/usage of Oracle SaaS products within your assigned territory.

Duties and Responsibilities

Work with customers and account team to define and document the customer’s business objectives and definition of success (ROI). Gather baseline metrics and work with customers to calculate and demonstrate success with the Oracle Cloud Solutions.

Partner with the account team to develop successful account strategies and plans that direct company resources to maximize retention of existing subscription contracts and expand sales opportunities within assigned accounts.

Educate customers on the Oracle SaaS strategy & value propositions as well as new product features and functions to audiences ranging from Senior Executives to technical stakeholders.

Position Oracle’s value proposition as part of our overall business solution, linking these benefits back to the key business issues of the client.

Engage with customers to do regular health checks and advise on optimal utilization of their investment in Oracle Cloud.

Build C-level relationship with customer executives and help them to design change management programs to expedite users Cloud adoption.

Be the customers strategic expert to share industry trends, best practices, competitive insights, and product roadmap with the goal to drive continuous improvement along with subscription duration.

Own & drive enablement initiatives for SaaS Cloud solutions for the Customer Success team.

Manage relationships and participate in business reviews with regional product sales leaders.

Be the regional liaison working with Oracle Global teams (Prod Dev/COE, Product Expert Groups/Support/CloudOps) to present and support customer requirements.

Participate in quarterly business reviews with customers’ senior executives & key business stakeholders

Guide customers through significant service milestones such as upgrades, new releases, product support etc.

Collaborate with account team encouraging customer advocacy and creation of case studies to help maintain the Client Referral program.

Essential Knowledge, Skills, Abilities, and Background

• 6+ years experience working with SaaS applications and/or providing strategic advisory/business consultancy services.
• Significant experience with Oracle SaaS solution offerings and a passion to communicate their value to clients.
• Deep working functional knowledge of end-to-end business processes domain.
• Pre-sales, Implementation, or Support experience with Oracle SaaS solution offerings in the area of ERP/HCM/CX suite of products.
• Demonstrated experience working with the executive level in client environments.
• Proven ability to develop and cultivate lasting customer relationships with a diverse set of internal and external constituencies including senior-level executives, legal, technical, finance, support, sales, and marketing experts.
• Ability to lead cross-functional business and technical teams to provide timely issue resolution.
• Project Management experience with proven capability to lead cross-functional business and technical teams to provide timely issue resolution.
• Ability to work under high-pressure level 
• Excellent management, project management, time management, and communication skills.
• Team player who will work within the company to continue improving the way Oracle serves its clients.
• Excellent verbal and written communication skills.
• Fluency in Spoken and Written English and Spanish.
• Willingness to 'roll up one's sleeves' and assist wherever needed.
• Bachelor’s degree or equivalent experience in computer science, business, or related field (Masters preferred).

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/replenish/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 implementation or client facing relationship experience. Understanding of various technical architectures and operating systems. Industry experience is 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.