Oracle’s Public Cloud Customer Success Team

 

Oracle's Cloud mission is to bring its leading enterprise technology and business applications software to customers, anywhere in the world, through the Internet.

 

Oracle Cloud is a broad set of industry-standards based, integrated services that provide customers with subscription-based access to Oracle Platform Services, Application Services and Social Services, all completely managed, hosted and supported by Oracle.  With predictable subscription pricing, Oracle Cloud delivers instant value and productivity for business users, developers and administrators.

 

Oracle’s Cloud Customer Success Organisation is a focused group of Cloud Customer Success experts whose mission is to drive successful Oracle Public Cloud adoption, utilisation and renewal through the proactive management of all facets of the customer engagement lifecycle. 

 

Role Overview

 

The CSM will be responsible for fusing and complementing the relationship between The Oracle Public Cloud and customers core business objectives and priorities thereby driving increased business value and alignment between Oracle and its valued customer community.

The Customer Success Manager will be responsible for driving customer cloud adoption through the smooth and successful implementation of use cases on the Oracle PaaS and IaaS services.  The CSM will need to proactively identify and prioritise customer projects suitable to be implemented on the Oracle Public Cloud. S/he will collaborate with Oracle internal as well as customer stakeholders to ensure the successful, fast and smooth implementation of the identified use cases on the Oracle public cloud. This will include strong customer/oracle stakeholder management, excellent understanding of the cloud technologies and products and ongoing reviews to ensure customers maximise the cloud adoption, increase the value gained from the implemented use cases and subsequently increase the usage of the services.

 

Ultimately the success of the role is driving and securing a high level of customer satisfaction and ensuring that consumption of Oracle’s Public Cloud continues in its upward trajectory.

 

Responsibilities

·         Serve as the primary point of contact for customer post sale Cloud related activities

·         Driving high customer Satisfaction ensuring cloud credit usage and renewal of cloud contacts

·         Perform rapid assessments of clients internal technology landscape, targeting use cases and deployments for Public Cloud technology

·         Serve as the customers advocate and provide feedback to product management and development organizations

·         Identify renewal risks and collaborate with internal teams to remediate and secure the contract renewal and even expansion (mid-term or at renewal).

·         Responsibility to on-board seed systems onto Public Cloud and provide guidance in identifying opportunities where Oracle Public Cloud can be leveraged and up selling ancillary services and emerging technology

·         Partner with internal Oracle stakeholders to align account activities with the customer's business case and strategy

·         Provide forecasts on the usage from customers in the territory assigned

·         Prepare and educate customers on new features / services

·         Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needs

·         Development of customer go-live stories and public references

·         Operate as key conduit for knowledge transfer to install base

Experience & Qualifications

·         10 years of IT experience, preferably including Oracle Technology, and with proven success with customers

·         Proven track record of being proactive in anticipating and solving problems and highly focused on results.

·         An understanding of development and deployment concepts and tools that enable successful Public Cloud deployments

·         Enthusiasm, energy and ability to evangelize and expand the footprint of seeded markets in the public cloud platform

·         Broad knowledge and experience in Public Cloud ecosystem and IT infrastructure elements

·         Experience in a customer-facing, role such as consultant, solutions engineer or hands on Customer Success Manager in the Cloud ecosystem

·         Core hands on foundational skills based on middleware and database development

·         Excellent communication skills and quick establishing of rapport with customers and internal Oracle stakeholders

·         Flexibility, this is a high growth area that requires agility

·         Fluent Italian and English is mandatory

·         Ability to travel as needed mainly within Italy.

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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.

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).

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