Customer Success Tech Cloud – Snr. Manager

Oracle’s Tech Cloud Customer Success Team
 
Our mission is to constantly drive customers to adopt Oracle Public Cloud, guiding them towards a long-term and sustainable utilization of their Cloud services. In the age of Cloud, Oracle's success will come from our ability to retain customers.

Oracle’s Cloud is a broad set of industry-standards based integrated services that provide customers with subscription-based access to Oracle Cloud Infrastructure (OCI) Services, Oracle Platform Services (PaaS) and Application Services (SaaS), all completely managed, hosted and supported by Oracle.
 

The organization has three main priorities\: 

• Drive adoption, by understanding customer needs and identifying permanent use case, securing implementation, nurturing live customers (Oracle PaaS/ IaaS Adoption)
• Ensure customers value the adoption experience and obtain the expected and planned for outcomes. This through among other means the implementation of our latest most innovative technologies. 
• Contribute to the company Cloud business growth by influencing directly or indirectly renewal and expansion

Within our organization we are recruiting for a manager to lead our OD EMEA Tech Cloud Specialists Team in Bucharest.

Reporting to the EMEA Customer Success Tech Cloud Director, the Tech Cloud Snr. Manager

• Managing, developing and building the Regional CSM team
• Managing the Technology Cloud adoption, utilization and renewal business across the region
• is responsible for achieving yearly targets in terms of PaaS/IaaS adoption
• Provide forecasts on likely future customer consumption and renewals of Cloud contracts.
• Identify replenishment and renewal risks and collaborate with internal teams to remediate and ensure ongoing replenishment
• Help CSM to build strong customer relationship, working as customer advocate and driving high customer satisfaction
• Conduct business reviews with clients when required
• Drive a strong and collaborative relationship with internal stakeholders
• Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needs
• Development of reference accounts
• Partner with internal Oracle stakeholders to align account activities with the customer's business case and strategy

• Resource Management – allocation based on scope of work, balancing efforts, priorities with maximum impact
• Set and manage a set of performance criteria with the goal of increasing PaaS/IaaS adoption
• Contribute to the achievement of the Financial KPIs and Business KPIs of his team
• Build personal credibility and manage internal XLOB networks and relationships
• Create and manage short and long-term business plans, with Quarterly Business Reviews and individual reviews

• Actively recruit and hire highly qualified team members while conducting performance management on an ongoing basis within the region
•  Motivate team members and encourage performance and individual career development
• Facilitate the success of the team and individuals through coaching and counseling and performance managing, while quickly getting new hires ready to contribute effectively to the region’s performance

• Participate in leadership and management training and development
• Actively seek support and feedback from peers, team, leaders, and management
• Actively seek career development goals and supporting plan

• The candidate will have strong leadership competencies and have successful track record of managing technical/sales teams
• The candidate will have experience in cloud computing, being able to identify solutions for our customers’ requests (good understanding of cloud services, capacity to map requests best on skills and desired outcomes)
• Good communication and negotiation skills as well as intercultural sensitivity are essential for the position
• Fluency in English is essential
• Excellent written, verbal and interpersonal communication skills
• Ability to work within a highly complex environment
• High levels of energy, creativity and enthusiasm

As part of Oracle’s employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).

!|!Drive maximum adoption of Oracle solution and identify/drive product expansion opportunities via high value relationship with the client.

Drive operational performance goals and will be responsible for achieving quarterly targets in terms of renewal rates to maximize revenue and minimize cancellations. Build team, improve internal processes and systems to achieve operational performance that meets or exceeds goals. Establish and measure group goals and team performance against specific target objectives. Participate in strategic and tactical planning for the division. Builds on going customer relationships to drive renewals, maximize timely renewals and up sell to the client. Owns resolution of client issues acting independently. Plans regional coverage and staffing models. Interfaces with virtual team to accomplish goals.

Assists in the development of short, medium, and long term plans to achieve strategic objectives. Regularly interacts across functional areas with senior management or executives to ensure unit objectives are met. Prefer 12 years of professional experience with at least 5 years People Manager experience as well as P&L responsibility for at least 3 years. Successful track record in information systems implementation of client experience management or related experience. Experience managing high level client relationships and escalations.

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).!|!