Senior Manager HGBU Customer Success Management EMEA.

As a member of the Oracle HGBU organization, your focus is to manage a team delivering post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

A Senior Manager Customer Success Team the duties include:

• Manage and lead team members representing Nominated accounts
• Maintain a high level of team engagement and motivation
• Display an ability to build confidence and trust in your direct reports and end customers
• Supporting and directing new and experienced CSMs in strategies to build lasting relationships with customers
• Be accountable for the health retention and development of your customers
• Serve as a coach and a leader, helping to develop the skills of your team so they are able to achieve their metrics and career goals
• Proactively identify areas for innovation and improvement not only within the CSM Team but also with other departments and LOBs
• Manage day-to-day operations, goal setting, career development, performance management, and growth of team members
• Analyze customer and performance data to make informed decisions about operational and procedural changes
• Maximize efficiency in a constantly changing and growing environment where the process is fluid and creative and unique solutions are desired

Incident Management

• • Personally manage escalations from team members and follow a methodical escalation process to execs
  • Ensure team members are communicating to customers the support process for any incidents
  • Participate in Sev1 Escalations where needed
  • Monitor Incident Management process for accounts
  • Schedule and participate in rotating CSM coverage for afterhours and weekend Major Incident Management
  • Participate in Customer Support management discussions/meetings/reporting to communicate customer temperature and gaps in support process
  • Participate in AMS Management discussions/meetings/reporting to communicate customer temperature and gaps in incident resolution and customer notifications

Reporting

• • Use Key Metrics from internal tools to Prepare Executive Reports
    • Utilize team reporting
    • MOS
    • CX and Pineapple AMS Tools
    • Ensuring regular updates to CLM Tool
  • Review dashboards (CLM & CSP) to measure customer success
  • Review feedback from other departments, including Renewals, Expansion, Sales, Support & New Products.  Communicate to team members
  • Ensure Team members follow the Root Cause Analysis process for reporting.  Utilize reporting for executive communications

Strategy

• • Work with team to ensure we are optimizing the customer journey
  • Ensure team is adding meaningful value to customer interactions
  • Work with Sales team to communicate internally upselling and cross-selling strategies
  • Ensure team is focusing on customer growth and retention
  • Help team identify any gaps in delivery and efficiency
  • Define team members involvement during sales cycle
  • Ensure team is working closely with customer on future roadmaps

Tool Adoption

• • Work with internal teams to help optimize and automate analytics for customer consumption
  • Deliver Monthly Scorecards via CMO tool
  • Drive adoption of new CSP & CLM tools for executive reporting and future customer consumption
  • Ensure team members can pull MOS analytics for customer reporting
  • Review company tools in development to ensure future adoption
  • Work with internal teams to define any current/future needs

Customer Meetings

• • Recurring Weekly, Monthly and/or Quarterly meetings based on customer needs
  • QBR meetings to review Support, CSM analytics and Change Management
  • Attend Sales Calls to ensure streamlined communications between teams

Internal Meetings

• • AMS Outage Meetings
  • CAB Meetings
  • New Product Demos
  • GAM customer meetings when requested
  • CX Escalations Process and Change Review
  • CCSM Department Meetings – NA, EMEA and any future regions

Staff Development

• • Building, Structuring, and Mentoring the Team
    • Track training required for position
    • Ensure communication to all team members on diversity training
    • Promote internal training available to team members
    • Ensure team members understand position and requirements
    • Monitor team members success
    • Mentor team on best practices, customer communications, incident resolution and reporting
    • Work with team on performance reviews and goals

Key Metrics – Ensure team is aware of the following for customers:

• • • Sales Metrics
      • Renewal rate
      • Habits / product adoption metrics
      • Deployment
      • Cost / ARR ratio
    • Customer Support metrics
    • Customer Success Metrics
      • Customer satisfaction
      • Environment
      • Change Management
      • CSP KPI’s
      • Roadmap
  • Build a pipeline of great candidates
    • Set expectations on performance and give feedback
    • Manage/Mentor underperformers
    • Create culture of Customer Success
    • Communicate and incent to drive performance
    • Ensure team is aware of training opportunities
  • Find ways for team to understand our customers’ objectives and become a trusted right-hand advisor

Duties and tasks are varied and complex; independent judgment needed. Fully competent in own area of expertise. BS degree or equivalent experience relevant to functional area.

SKILLS & EXPERIENCE

• Degree in Computer Science, Information Systems, Hospitality or related field preferred.
• 5+ years’ experience with customer engagement relating to IT Service Delivery or IT Project Management, with a proven record of driving process improvement and increasing customer satisfaction
• Strategic Thinking – ability to create a vision and deliver to clients.
• Teamwork – candidates will need to be strong team players, who support their colleagues and share their skills.
• Excellent interpersonal, work flow management and communications skills.
• A strong self-starter able to operate as a remote worker and part of a Global Customer Success Team.
• A confident communicator with experience in managing internal and external relationships at a senior level.
• Good Knowledge of the Hospitality Industry including Property Management and Point of Sale Systems (OPERA and Simphony) is preferred.
• Good Knowledge of the HGBU and GBUCS Delivery Teams is preferred.
• Experience in similar roles within IT or Hospitality environment, preferably both.
• Excellent analytical troubleshooting skills and ability to own problems through to resolution as well as being able to analyze statistical data
• Track record of working within diverse and successful IT teams.
• Ability to demonstrate a mature understanding of key Business groups
• Excellent documentation and PowerPoint presentation skills (i.e. able to efficiently create a multi-page deck to deliver a key message
• Good project and time management skills - Ability to work independently and manage one’s time.
• Excellent Verbal and written communication skills, problem solving skills, attention to detail and interpersonal skills.
• Knowledge of business and management principles involved in strategic planning, resource allocation and production methods.
• Influencing – the ability to influence technology decisions and represent accordingly

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. The Client Relations Senior Manager is responsible for delivery of departmental results for the U.S. Operation through successful direction of line managers and their staff within the department. You will ensure high levels of customer satisfaction by making certain that quality and productivity guidelines are established and strived for by each team, driving quality/productivity improvement efforts, understanding and conveying strategies of the Oracle Support Services organization, and positioning the organization within support and Oracle.

The Senior Manager will be responsible for all aspects of the respective US Client Relations organization, including the direction of department managers and their staff. A large component of this job is to translate departmental goals into performance objectives for each line manager and measure departmental and individual performance against plan. To accomplish this goal, you will jointly develop and implement an employee development plan for each line manager and recommend strategies for improvement areas. Your role will also include first line approval for salary and bonus recommendations as well as approving all personnel decisions (including hiring, promotion, transfer, compensation, and disciplinary action).

Manages and controls activities in multi-functional areas of sections. Ensures appropriate operational planning is effectively executed to meet Corporate specifications. Bachelors degree as well as at least 5 years Client Relations experience or appropriate related experience at Oracle. A proven track record of excellent problem solving and research skills, and excellent communication skills, while projecting a positive, professional image. Because of the nature of this position, you should have excellent communication skills, as well as the ability to provide leadership and direction to a professional team. As a Manager, you will demonstrate good judgment in the balancing of customer, employee, and company objectives.

As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).