Oracle Senior Director, Enterprise Customer Success Managers (CSM) in Santa Clara, California
Drive maximum adoption of Oracle solution and identify/drive product expansion opportunities via high value relationship with the client.
Drive operational performance goals and will be responsible for achieving quarterly targets in terms of renewal rates to maximize revenue and minimize cancellations. Build team, improve internal processes and systems to achieve operational performance that meets or exceeds goals. Establish and measure group goals and team performance against specific target objectives. Participate in strategic and tactical planning for the division. Builds on going customer relationships to drive renewals, maximize timely renewals and up sell to the client. Owns resolution of client issues acting independently. Plans regional coverage and staffing models. Interfaces with virtual team to accomplish goals. Builds and maintains strong relationships with the highest levels internally and within clients.
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. Strong people/communication skills to deal with company and customers. BS or MS degree or equivalent experience relevant to functional area. Successful track record in information systems implementation of client experience management or related experience. Six or more years of successful management experience, including four or more years as a senior executive. Experience managing high level client relationships and escalations.
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.
SeniorDirector, Enterprise Customer Success Managers (CSM) -
Detailed Description and JobRequirements
TheSr Director of Enterprise Customer Success Managers will manage a team ofhighly skilled Cloud Customer Success Managers (CSM) who are critical membersof the account team responsible for helping customers successfully adopt OraclePublic Cloud (IaaS / PaaS) solutions. The Senior Director will be responsiblefor working closely with assigned team members helping to managecross-functional relationships with Sales, technical pre-sales teams, development,product management, and senior level interactions both internally at Oracle andwith customers. Accountable for theexecution and delivery of Customer Success KPI s, the CSM leader iscustomer-obsessed, inspirational, constantly looking for opportunities to optimizeand drive efficiencies, and achieve the highest level of customer satisfaction.
Asa business and technical leader, the Senior Director will be responsible for asegment of the Cloud (IaaS/PaaS) recurring revenue business and will beresponsible for building a culture of success and drive customer adoption,customer retention and renewals, and expansion within the assigned revenuebase. The leader must have strong anddemonstrated technical aptitude in Cloud, is passionate about customer success,believes in continuous skill development, and is an outstanding communicatorwho builds high value relationships with their largest and most complexcustomers. This role will also beresponsible for and accountable to meeting or exceeding the critical successKPI s of retention and renewal forecasting, net bookings, and net revenuegrowth along with presenting the results to executive business leaders.
Thiskey leadership position will be responsible for motivating the team to maintaina high level of client satisfaction and act as a liaison between our clientsand Oracle's internal operations. Theleader will be a mentor and coach to the CSM team, identify opportunities forefficiency, implement new processes, and brings strong working knowledge acrossInfrastructure, database, networking, storage, security, and integration withpractical experience in customer lift-and-shift and cloud-native journey s.
Requiredskills & experience:
Has scaled a cloud business and built Customer Success teamsacross multiple phases of business maturity (preferably< $50M to >$500M)
10 15 years of management and leadership experience; minimum of5 years in Customer Success management
10 years in a software company leading customer facing teams
Requisite technical depth in Cloud technologies (IaaS,Integration, Database, Analytics, HPC, Micro-Services, Serverless, etc.) withexperience transforming legacy customer solutions to the cloud
Background in Project Management, Customer On-Boarding, and/orConsulting
Experience managing a team of 20 with recurring revenueresponsibilities of > $200M inclusive of forecasting and retention
10-12 years of experience in Information systems implementationsand cloud transformation
Working knowledge of Oracle Cloud Infrastructure and PlatformServices (preferred)
Ability to travel > 50% as required by the business
Experience developing training and enablement programs for teammembers
Must be Customer-obsessed with strong coaching abilities
Strong organization and analytical skills
Experience dealing with enterprise customers; preferably Fortune200
Bachelors degree in Computer Science, Engineering, or a relatedfield
*ResponsibilitiesAcross the Customer Life Cycle*
Executes on the value-based architecture defined in the pre-salessolution definition phase
Performs rapid assessments of client's internal technology &skills landscape, targeting use cases and deployment strategies for OracleCloud solutions
Ensures that customer applications are successfully built, migratedand integrated leveraging Oracle Cloud products
Drives Oracle Cloud usage to achieve customers intended businessbenefits
Serves as the customers advocate and provide feedback to productmanagement and development organizations to enhance both Cloud Service andOracle processes
Troubleshoots issues hands-on keyboard to ensure the customeris using the Oracle Cloud products & features
Escalates unresolvedcustomer Cloud infrastructure technical issues - in collaboration with Cloudoperations, Product Management and other supporting organizations ecosystem
Orchestrates the continuous Oracle understanding of Oracle Clouduse case requirements and expansion aligning internal Oraclestakeholders/account activities with the customer's business case, strategy andmilestone events
Drives architecture discussions and white-boarding sessions withthe customer s business, IT & architecture teams to modernize, asnecessary, to optimize and transform the customer s IT platform andinfrastructure.
For more information, please contact:
Anita Filip | Principal Talent Advisor
OracleNorth America Talent Advisory
Title: Senior Director, Enterprise Customer Success Managers (CSM)
Location: United States
Requisition ID: 19000ICB
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