Job Title\: SaaS Customer Success - Program Manager EMEA

Reporting to the EMEA SaaS Customer Success Sr. Director of Enablement and Strategic Programs, you will be driving some of the strategic programs for SaaS Customer Success in EMEA.

Level\: IC3/IC4

Overview\:

Oracle's SaaS Customer Success organization enables our customers to achieve the highest business value and profit from their investment in Oracle Cloud. The organization includes Customer Success Managers that are driving the value realization to SaaS Customers by providing services such Success Plan, Business Review and Value Adoption. As part of this organization, the Strategic Programs team leads and drives critical projects and deliverables for the Customer Success organizations in EMEA. As part of the Strategic Program Team, you will driving projects and initiatives to support the Go To Market model of Customer Success in EMEA. The projects can be change depending on the priorities of the business.

Essential Duties & Responsibilities\:

• Support the continuous improvement of the Customer Success methodologies and deliverables, including enablement, content creation and management.
• Build and maintain a repository with the best examples of Value Adoption Assessments (VAA), Business Reviews (BR), Success Plans (SP) across CSM teams and pillars.
• Collaborate with internal teams and CSM to update specific resources related to CSM deliverables, for example success stories repository, OTube, VAA Interview Guides etc.
• Work with CSM Communications Team to generate pipeline for success stories.
• Ensure that the content published on Confluence is accurate and current.
• Review and analyze main data outputs from the CSM Deliverables Tool, for example VAA Patterns Analysis on a quarterly basis, VAA Outcomes review on a monthly basis (in the future, BR and SP data will be added to these).
• Support CSMs and FLMs with questions related to documentation and troubleshooting.
• Reporting tasks related to CSM Deliverables Tool, for example user adoption reports, outstanding actions, data quality check.
• Monitor weekly FLM pack reports and follow-up on incomplete activities or other mismatches identified.
• Support feedback gathering from CSMs in preparation of regular deliverables reviews, for example half year programs review and CS templates improvements.

Skills\:

• Project Management, Agile or Six Sigma certification.
• Minimum 3 years experience in Project Management Roles.
• Demonstrated project management skills, with direct responsibility for managing project and schedule.
• Demonstrated history of delivering high quality results on schedule and within budget.
• Proficient in Excel and Project Management tools.
• Outstanding and effective interpersonal skills; along with strong communication skills both verbal and written.
• Ability to work effectively in a fast paced, high energy, team-oriented environment.
• Ability to multi-task and perform effectively under pressure.
• Experience with business process expertise.

​​​​​​​Qualifications\:

• Bachelor’s degree or equivalent experience in computer science, business, or related field
• Fluency in spoken and written English, desirable additional language skills in other European Languages.

 

Locations\: Bucharest, Romania

Hiring Manager\: Monia Bosetti

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

Work with medium sized clients to 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. Responsible for sharing information across the CSM team via defined methods.

Job duties are varied and complex utilizing independent judgment. 5 to 7 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.

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).!|!