DIRECTOR - CLIENT SUCCESS

About the Job:

As a Director of Client Success at Oracle, client success is your mandate.  You will own the client relationships in the JAPAC region end-to-end – including deployment and ongoing delivery of our cutting-edge product suite, build and maintain strong client relationships, and serve as a trusted partner to your clients and our sales, regulatory and marketing teams internal teams to maintain account health. You will lead a cross-functional Client Delivery team of Implementation Engineers, Configuration Analysts, and Client Support Engineers. You will manage delivery timelines, prioritize work, and be ultimately accountable to ensure your extended team delivers on schedule, at the highest quality. You will also bolster our efforts to evangelize the use of behavioral programs and customer engagement to achieve demand side management and customer care outcomes for our clients.

This is an ideal job for someone who has a passion for working with clients and software products, exercises sound business judgment, is an effective multi-tasker and a strategic thinker with an extraordinary attention to detail. The successful candidate will be a demonstrated quick learner and self-starter – with the ability to initiate and make difficult calls and also function well within a team environment. The ideal candidate will have a unique ability to communicate a variety of messages to varying audiences, can build relationships effortlessly, is client-focused, and can follow through and get results.

Responsibilities:

Be a trusted advisor who helps clients achieve their goals:

• Partner with Regional Sales and Regulatory team to support successful expansions and acceptance of new products/services in your clients’ accounts and facilitate incremental business opportunities
• Work with sales to build and present onsite and remote solution demonstrations directly tied to closing business
• Assist in responses to functional and technical elements of RFIs/RFPs
• Build and present onsite and remote solution demonstrations directly tied to closing business
• Present Oracle’s technical architecture, approach, and its value proposition for our clients
• Operate effectively in a SaaS business environment by managing internal expectations as well as those of your clients and prioritize using business judgment to balance business objectives with client goals
• Spend time understanding clients’ objectives and deliver programs that support these goals
• Creatively problem solve when difficult situations arise and help client and internal team members resolve delivery challenges

 

Lead a cross-functional client delivery team:

• Build a client-centric team culture where individuals feel valued for their diverse contributions to client success and are inspired to lean in
• Assign team resources and prioritize client delivery teamwork to ensure on-time delivery of projects according to client specifications.
• Identify and manage issues and risks while acting as an escalation point within the team
• Manage delivery timelines and communicate project status to client and internal stakeholders

Be an effective communicator:

• Take the lead to present key results, facilitate meetings, and deliver difficult messages to clients
• Escalate critical client needs to senior management
• Foster effective decision-making and operational excellence across business by building relationships and helping internal teams  understand client priorities and business context
• Maintain consistent and frequent communication with clients to ensure efficient project implementation, review ongoing needs, provide timely solutions and recommendations to help achieve success and drive adoption

Be a master of the product suite:

• Comprehend technical components of a SaaS deployment and communicate requirements to both business and technical client audiences
• Deeply understand the product suite, service offerings and functionality to enable effective communication of capabilities to clients
• Actively contribute to the refinement and development of new product features and service offerings by working closely with Professional Services and R&D

About You

• BS or BA degree. MBA, MS or relevant experience preferred.
• PMP Certified will be an added advantage.
• At least 10-12 years of professional experience in technology consulting or account management, with a strong preference for experience within a SaaS or enterprise software-related field
• You have excellent oral and written communications skills in English and Hindi.
• You are an excellent communicator who understands technical concepts and are able to translate complex and technical topics across a wide range of audiences in an engaging and succinct manner
• You have demonstrated success working directly with clients, including building senior level relationships.
• Preferred if you have a good understanding of the utility market and key players.
• You have strong project management experience, ideally in a rapidly-paced consulting, services or technology-related environment; previous enterprise software or SaaS business model experience is ideal
• You are analytical, yet creative and love numbers
• You have good judgment in a business context
• You have a worked or led a team in a cross-functional work environment, and an uncanny ability to “get things done” in a fast-paced environment
• You have experience managing multiple high-priority projects and the ability to make multi-tasking look effortless

 

As an acknowledged authority within Oracle, this senior-level project management position provides consistent high quality and innovative solution leadership with industry-wide impact. Responsible for guiding the successful implementation of an integrated business solution ensuring high quality and timely delivery within budget to the customer’s satisfaction.

Analyzes business needs to help ensure Oracle’s solution meets the customer’s objectives by combining industry best practices and product knowledge. Effectively applies Oracle’s methodologies and policies while adhering to contractual obligations, minimizing Oracle’s risk and exposure. As a position of professional influence, this individual frequently operates at the leading edge of technology. Recommends and justifies enhancements to Oracle products to meet very complex customer needs. Exercises creativity and independent judgment in identifying and resolving major issues and risks impacting project success. Provides direction and mentoring to project teams. As a thought leader and trusted advisor, effectively influences decisions at the leadership level of customer organizations. Ensures customer deliverables are acceptable, and works closely with the customer to understand and manage project expectations. Enables business development efforts by providing subject matter expertise. Manages the scope of medium to large-scale projects, and accounts with varying levels of complexity.

10+ years of experience relevant to this position including 3 years of project management experience. Demonstrated ability to follow solid project management principles and successfully manage projects of increasing complexity. Comfortable working in a matrix management environment. Strong influencing and negotiation skills to deal with internal stakeholders, customers, and vendors. Product, technology or industry expertise relevant to the portfolio focus. Selling skills preferred. Undergraduate degree or equivalent experience. PMI certification preferred. Ability to travel as needed.