Oracle Director, Cloud Customer Success in Toronto, Canada
Director, Cloud Customer Success
Director of Customer Success, Hotels reports to the Senior Director,
Cloud Customer Success and is accountable for the definition, execution
and continued improvement of the Cloud Customer Success Model. Working
within the Global Customer Success Team, the objective of the role is to
build and support a team of Cloud Customer Success managers, improve
and innovate existing or new job aids and drive customer satisfaction
metrics for Oracle Cloud customers.
Director of Customer Success will lead, support and guide a team of
Cloud SDMs in respect of developing near and long term operational
capabilities that provide opportunities for improved customer experience
and Operational efficiencies within customer environments. In addition,
support the Cloud Customer Success Team to achieve required operational
changes. The role will also anticipate and adapt plans as required for
changing customer requirements and business needs.
addition, has responsibility for the support and management of customer
escalations to ensure that issues receive the appropriate level of
priority and that Customer Success Managers are properly supported
throughout customer change, improvement and incident cycles.
Developing and maintaining customer relationships at enterprise level in client organizations
Great leader - motivate, inspire and encourage great performance, leading from the front mentality
Creative thinking, always looking for ways to improve everything you come in to contact with
Asa member of the Cloud Customer Success Leadership Team, creating asingle view of Customer Success across Hotel segments and businessareas.
Creatingalignment to required support process, tools and underlying KPIand holding all stakeholders accountable for first class execution.
Workingwith Risk and Compliance to ensure customer landscape is in longterm alignment with internal controls and external standards.
Prioritizeand develop strategies, in conjunction with Cloud stakeholders,which enhance Operational capabilities, particularly with regardsto Customer Satisfaction and Cloud Support.
Meet Customer Success specific transformation objectives and KPIs
Drivingchange and successful completion of projects across CustomerSuccess team. Provide active decision making and the removal ofobstacles.
Anticipate and adapt plans as required for changing customer requirements and needs.
Ensures effective communication to Cloud Leadership on project updates, customer cycle, and expected results.
Provide monthly operational reviews to Cloud leadership team highlight any areas of concern.
Maintainsstrategic engagements with key accounts to ensure the functionstays relevant and current in its thinking, but also adds gravitasfor our customers.
Essential Required Skills
Exceptional track record in a Senior Customer Success / Customer experience role at enterprise level
Managing client accounts at $2M annually (ideally up to $9-12M annually)
Strong people management experience, 8 people, ideally SDM style profiles
Ability to present and network at C-suite level
Have strong negotiating skills
Be able to network and develop key relationships
Self-starter with ability to be effective in virtual environments
Excellent written and verbal communication skills
Excellent teamwork skills
Detailed Description and Job Requirements
As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. The Customer Service Director is responsible for delivery of departmental results for support operations through successful direction of line managers and their staff within the department. You will ensure high levels of customer satisfaction by making certain that quality and productivity guidelines are established and strived for by each team, driving quality/productivity improvement efforts, understanding and conveying strategies of the Oracle Support Services organization, and positioning the organization within support and Oracle.
The Director will be responsible for all aspects of the respective US Client Relations organization, including the direction of department senior managers and their staff. A large component of this job is to translate departmental goals into performance objectives for each line manager and measure departmental and individual performance against plan. To accomplish this goal, you will jointly develop and implement an employee development plan for each line manager and recommend strategies for improvement areas. Your role will also include approval for salary and bonus recommendations as well as approving all personnel decisions (including hiring, promotion, transfer, compensation, and disciplinary action).
Assists in the development of short, medium, and long term plans to achieve strategic objectives. Regularly interacts across functional areas with senior management or executives to ensure unit objectives are met. Ability to influence thinking or gain acceptance of others in sensitive situations.
Job Type: Regular Employee Hire