Oracle Customer Engagement Specialist 4 in Cambridge, Massachusetts
Responsible for driving the customer marketing strategy by defining, building and executing programs that deliver a steady stream of well-targeted customer reference assets and activities to support awareness, demand generation, and sales as well as connecting them with the right advisory initiatives and inviting and connecting them with the appropriate peer groups.
Define and build programs, and execute a detailed plan that delivers a steady stream of customer success stories and references to support awareness, demand generation and sales cycles. Advocate on behalf of Oracle customers by connecting and enrolling them in appropriate advocate program elements and take a team-based approach to keeping customers engaged with Oracle. The success of this role means higher customer satisfaction, retention and expansion of Oracle business. Develop and manage relationship with customer stakeholders to ensure they are leveraging our solution to achieve maximum business value. Acquire a deep knowledge of our customer base, existing customer story content, mine and use that content to increase its effectiveness, and manage that content to increase usability and visibility. Understand and support the needs of internal and external stakeholders, and communicate their needs. Connect them with the right advisory initiatives and invite and connect them with the appropriate peer groups and develop reciprocal advocacy relationships. Match sales reference requests to appropriate references in a consultative model. Develop and manage relationship with top accounts to speak to press and analysts, take sales reference calls, and participate in marketing activities (case studies, awards, videos, reference forums, speaking opportunities)
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. 8 years relevant work experience. Advanced technical and strategic understanding of Technology, Applications, and Industry solutions being marketed. Sales and Marketing experience in the IT industry. E-business Internet practical know-how. Experience with communities a plus.
Oracle is an Affirmative Action-Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veterans status, age, or any other characteristic protected by law.
TheOracle Customer Engagement Teamis part of theGlobal Customer Marketingorganization at Oracle. The Global Customer Marketing organization has the overall charter:
To understand our customers requirements for business success and help manage customer coordination across Oracle
To understand sales and marketing needs related to customer referencing and deliver a programmatic and proactive approach to meeting those needs, via self-service tools where possible to meet demand and one-off resolution where needed.
To highlight customer success in assets and activities that amplify the customer story
To cultivate and project Oracle s customer advocates
To coordinate and increase sales reference activities between customer and potential customers.
In the world s largest companies today people increasingly expect to learn about the capabilities and credentials of a company, its products and services from their peers, and trust recommendations from their business networks far more than sales and marketing of a vendor.
It is well understood that referred customers cost less to acquire, are less price sensitive and happy customers are repeat buyers who typically spend twice as much and stay up to five longer than normal customers. The race to the cloud intensifies this behavior change, as products become services that can be switched on quickly, but just as easily turned off.
The role of Customer Engagement is intended to gain in-depth understanding of each customer s business challenges and opportunities as it relates to the Industry and Oracle and to also gain an understanding of key customer personnel, to map the customer s overall business objectives with Oracle s, and to drive customer marketing and referencing at high levels (CIO, etc.) within the customer organization across the entire footprint.
We do this by understanding individual customer strategies, knowing individuals challenges and aspirations, collaborating with them based on joint understanding and trust.
Primary responsibility for the position:
Manage referencing and customer marketing for a pool of assigned customers in yourregion. These customers are top Oracle customers based on revenue and strategic brand importance. In this position you will work with the Oracle account teams for your assigned customers to drive a reference rich relationship.
Understand key sales and marketing priorities for Oracle and map customers into the most strategic referencing and marketing activities. Must be able to look at the customer from a 360 degree view and prioritizing key activities based on Oracle s strategic vision.
Alignment and integration with key sales teams to understand customers and engage for marketing and referencing opportunities.
Secure customers to support critical campaigns, product launches, press, events, sales, videos, and other marketing initiatives.
Orchestrate engagement - Plan and manage multi-touch and multi-level customer engagement programs
Collaborate with Sales, Field Marketing, Corporate Marketing for execution
Communicate value - Plan and manage customer value communications programs
Align with lines-of-business to identify key opportunities and programs for customers.
Communicate progress, results and contribution to the business and record all completed activities in the Reference Systems.
Help influence the internal culture, behavior and DNA of Oracle employees to think advocacy first
The ideal candidate for this position will excel in the following areas:
Demonstrated experience in customer referencing and customer marketing
Demonstrated ability to work in a team and matrix environment to establish strong working relationships across a variety of lines-of-business within Oracle.
Demonstrated ability to establish strong working relationships with senior executives in large strategic customer accounts.
Demonstrated organizational skills and ability to work on multiple high-priority projects at once, while continually assessing what is important vs. what is urgent .
Understanding of Cloud-based SaaS, PaaS and IaaS marketing principles
In-depth knowledge of top Oracle customers in areas such as overall footprint, tone of relationship, accessibility, competitive landscape and product release schedule to effectively communicate customer reference use of Oracle products and solutions.
Ability to work with Executives as well as general sales force
Ability to manage virtual teams through influence
Work well under pressure
Strong interpersonal skills
Excellent written and verbal communication
Demonstrated product/project management experience. Able to manage an initiative or project from beginning to end. Strong facilitation skills.
Able to follow direction and process while bringing innovative ideas for improvement
Strong analytic skills
Creative, energetic, and enthusiastic
Preferred Qualifications: BA/BS/MBA in Marketing, Communications, Technology or other relevant focus
Title: Customer Engagement Specialist 4
Location: United States
Requisition ID: 19001GV9
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