Oracle Senior Director of Customer Success for Engagement Cloud and CX Architecture in Morrisville, North Carolina

Manage a team that acts as the central resource and driving force for the design, process, manufacturing, test, quality and marketing of product(s) as they move from conception to distribution. Organize interdepartmental activities ensuring completion of the project/product on schedule and within budget.

As a Senior Director in the product development division, you will lead a team that defines product specifications and or strategy. Gather and analyze information to define product specifications and review design specifications. Envision and communicate product strategy and functionality. Initiate and foster relationships with other groups. Review product documentation and collateral. Ensure successful product releases based on corporate priorities.

Directs and ensures the implementation of operational policies through subordinate managers. Interacts internally and externally with executive management, providing negotiation of difficult matters to influence policy. Functional expertise and broad company knowledge important. Demonstrated leadership and people management skills. Strong communication skills, analytical skills, thorough understanding of product development and product management. BS or MS degree or equivalent experience relevant to functional area. 8 or more years of software engineering or related experience preferred.

Oracle is an 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 and protected veterans status or any other characteristic protected by law.

OracleEngagement Cloud is a rapidly growing SaaS offering from Oracle covering theentire sales and service process. Engagement Cloud includes a complete sales solution covering Sales ForceAutomation, Sales Performance Management, Customer Data Master, and PartnerRelationship Management. Also includedare capabilities to delight customers with exceptional service, including coreService Request management, Knowledge Management, Policy Automation,Omni-channel capabilities, Self-Service functionality, Virtual CustomerAssistance, Field Service, and IoT support. Engagement Cloud is part of Oracle s Customer Experience (CX)Suite. The CX products have received 30leadership ratings by industry analysts. No other vendor provides the breadth and depth of capabilities in CX asOracle s CX cloud.

Oracleis a global organization with many resources and lines of business helpingcustomers achieve success. The role of the Sr. Director, Product Development Centerof Excellence resides within Product Development and is to build and lead ateam of very senior architects to engage with our customers early and stayengaged throughout their early adoption. These architects will engage with our customers before they begin theirimplementation providing architecture, design, and planning support as well asongoing assistance to ensure that our global customers realize business valuefrom adopting the Engagement Cloud family of applications. This success is specifically defined bycustomers meeting their business objectives with our cloud solutions and willultimately be measured by delighted customers who continue to consume licensesand give great references for the business value they have received from theOracle offering.

Specificactivities include:

  • Buildingand retaining a team of top SaaS business application architects

  • Buildingrelationships with executives at our top accounts to ensure alignment betweenthe customer s business objectives and Oracle s solutions

  • Buildingthe proactive engagement offerings such as architecture, design, and planningworkshops to set our customers on the appropriate initial course to meet theirbusiness requirements.

  • Defining,capturing, and reporting on the key metrics and analytics to measure thesuccess of the offerings and adjust as needed.

  • Developingbest practice guides for repeatable implementation success

  • Developingand nurturing a strong partner implementation ecosystem to scale out theofferings.

  • Workingclosely with worldwide customer support, regional customer successrepresentatives and implementation experts to make the customer successful

Theposition reports to the VP of Engagement Cloud Customer Success and willinvolve very frequent meetings with Oracle, Customer and Partner Executives andOracle Event speaking engagements.

Key Responsibilities:

  1. Build and retain a global teamof senior architects to ensure key customers are engaged at the beginning oftheir adoption journey to ensure a positive experience.

  2. Engage with customers whohave purchased but not yet implemented and deliver high value architecture,design, and planning workshops delivering an actionable plan tailored to thespecific business outcomes for that customer.

  3. Provide systematiccheck-ins with existing customers to ensure they are realizing businessvalue, removing obstacles encountered.

  4. Build and ensure execution ofbest practices for architecting, implementing and adopting the product. Thesepractices need to be communicated to the customers, partners, and extendedecosystem.

  5. Identify, track, andcommunicate a set of key metrics to measure but also predict customer adoption,satisfaction, and retention.

  6. Become the Voice of theCustomer within the development organization to improve the productcapabilities and the service offerings.

  7. Enable partner training andcertification.

  8. Willing to travel 20% - 25%.

Key Skills:

  • Provenability to hire and retain top architect talent globally.

  • At least 10 years ofexperience in enterprise software architecture, planning, andimplementation.

  • At least 6 yearsexperience in customer-facing positions in high tech or an IT softwareconsulting services firm.

  • Project and/or ProgramManagement experience is a big plus.

  • Experienceworking with customers of SaaS mission critical enterprise applications;experience with Oracle SFA / CRM products a big plus.

  • Provenexperience translating customer requirements into product requirements.

  • Provenimplementation skills driving projects to successful business outcomes.

  • Excellentverbal and written skills.

  • Provenexperience working actively with CXOs to manage complex projects and drivingsuccess.

  • Provenexperience working on complex projects with multiple stakeholders.

  • Provenexperience as a Customer Success Lead for Product Lines globally

  • Abilityto build consensus to solve complex problems.

  • BachelorDegree in Computer Science, Engineering or related discipline highly desired.

  • Advanceddegree preferred.

As part of the team you will make significantcontributions to assist our customers, systems integrators and field servicedelivery organization through the implementation project while significantly shapingproduct strategy and growth of our cloud applications.

Job: *Product Development

Organization: *Oracle

Title: Senior Director of Customer Success for Engagement Cloud and CX Architecture

Location: United States

Requisition ID: 180007GM