Senior Manager, Customer Success

Oracle Customer Success Services (CSS) team ensures the success of our SaaS install base, help our customers drive value from their investment in our SaaS applications while deploying more and growing their usage. Oracle has the most complete and unified portfolio of modern, cloud based business applications in the world and a large and successful customer base.

What You'll Do

As a Customer Success Manager, you will:

• Improve customer retention and expansion by facilitating activities and guiding them to the solutions value while also driving increased SaaS revenue.
• Work at a strategic level across all product pillars in the cloud, leading teams in the delivery and continuous improvement of large scale groundbreaking cloud projects.
• Act as an enabler and trusted advisor to customer to ensure they remain successful and engaged with their entire Cloud solution so they understand the full value of their investment with Oracle. You need to be definitive in your goals but flexible in your approach.
• Continuously improve your network and internal relationships, working closely with sales, implementation success managers and customer success managers to enable further adoption of Oracle products within your customers.
• Responsible for delivering value to the customer with strong product knowledge and discovery expertise.
• Collaborate with the Sales Manager and broader account team to develop and deliver an overall account strategy and plan for the customer, that advises company resources to encourage renewal and return of investment cross pillar
• Regularly provide visibility of account at an executive level both internally and externally, defining progress against customers' business objectives; any metrics that define success to the customer (return on investment); and identifying risks and appropriate mitigations
• Deliver regular business reviews and success plans to senior executives and key business stakeholders
• Coordinate cross pillar activities across the account to ensure significant achievements for your customer such as upgrades, new releases and new features are handled effectively and with no adverse impact on co-existing pillars and identifying lessons learnt for future achievements within or across pillar
• Engage and understand the customers cloud strategy within and cross pillar in order to guide the customer by providing resources that can assist their strategic business direction across pillar
• Support other CSMs in their role acting as a 'coach' in working effectively with the customers support service to ensure it is being effective for enhancement requests and customer concerns
• Support in collaborating with Oracle's Reference team to ensure 'reference fatigue' is avoided and customers can take advantage of our reference program
• Understand the value of the internal Oracle processes and tools available to assist your search for answers and for pro-active planning

What You'll Bring

You have that rare combination—a sharp technical brain and a head for business. You'll use this to help customers achieve real-world success with our products. We also look for:

• Experience in a customer facing role involving cloud based/SaaS technology with collaboration of senior stakeholders
• Consistent track record to delivery sophisticated projects with multiple internal and external stakeholders
• Consistent track record to develop and cultivate lasting customer relationships with limited resources
• Strong technical understanding around cloud solutions, operating concepts and infrastructure (cloud, integration, lifecycle management etc)
• Experience in delivering continuous improvement and change effectively to organisations
• Project management and delivery including effective risk management skills
• Pro-active commercial competence
• Leadership and effective influencing skills
• Written and verbally communicate a sophisticated message in a simplistic way
• Resilient, handling pressured situations optimally
• Confident and engaging presentation skills, personable, positive, empathic & tenacious with effective objection handling skills
• Strong desire to learn and develop personally
• Strong time management work ethic and focus on delivery
• Able to travel at short notice 50% of the time
• Mirroring and ability to engage and be engaging at all levels