Customer Success Manager

at Oracle in Dover, Delaware, United States
We're on the precipice of a generational change in how Oracle enables customer success and Oracle's Customer Success Organization is in the midst of a customer-centric transformation. We're helping our clients around the globe redefine customer experience, unifying the front, middle, and back office for a 360-degree view of the customer. We're looking for a distinctive manager who has successfully led customer transformations in the F500 technology and/or SaaS landscape(s) and who understands how to unlock the full potential of any given customer. If you embrace change and a transformation always on approach then this will be a very exciting opportunity. Specifically, you will take a key role in governing, mitigating risk and increasing chances of proper project management and successful completion of one or more specific critical projects for strategic customers, which are implemented by an Oracle partner SI.
· Responsible for building up and driving these most complex partner lead SaaS transformational implementations to success.
· Ensure partner implementation is according to standards.
· Assess and mitigate risk for all project constraints and manage contracts accordingly.
· Lead by example and be a naturally accepted mentor for the Customer, Oracle and Partners involved in the transformation as a crucial part of the program and key member of Steerco.
· Balance between all elements of a dynamic role, including (non-exhaustive):
o Have a holistic overview of a portfolio of specific/key projects within a specific client.
o Pro-actively, hands-on and customer-facing, putting some of these projects on the right track and reacting promptly and effectively to early warning signs within this portfolio.
o Guide the projects focusing on delivering to customers' expectations and to a focus of handling both customers and commercial/contractual implications.
o Be the strategic Oracle internal partner, driving alignment between Development, Support, Legal, Customer Success, Sales and Applications management.
· Work with Alliances and Channels making sure the involved partners are focusing on customer success; raise in timely manner when there is any deviation.
· Act as a point for your customer, plus potential conflict between Customer and partner SI.
· Drive customer implementation towards success with healthy partner interaction.
· While being collaborating with partners, do pick up trends and propose potential improvements that can help these partners or the wider ecosystem to become more effective and more successful.
. Drive maximum adoption of Oracle solution and identify/drive product expansion opportunities via high value relationship with the client.
· Handle customers and partners on potential solution gaps and development requests.
If you are…
A problem solver always looking for innovative approaches and solutions. You enjoy rolling up your sleeves and taking on challenges with a hands-on approach. You're interested in technology, but you recognize it's not the only factor that determines customer success, let alone success in the cloud. You have a passion for customer success across the lifecycle-building relationships that blossom into trusted partnerships one decision at a time. You know the key to delivering exceptional customer experiences lies in your ability to apply industry knowledge, providing relevant and dynamic insights to each client you serve. You'd much rather listen, ask questions, and engage in conversations to design innovative solutions. Entrepreneurial-minded with sound judgment and can navigate complexity. You are a highly collaborative teammate who can navigate different personalities, work well with others, and share lessons learned and knowledge gained from project experience. You take ownership of your success as well as those around you, modeling integrity and accountability with colleagues and clients.
…then we want to talk to you!
Career Level – IC4
Responsibilities Your enthusiasm, knowledge and intuition for business, and love and passion for customer success will help Oracle become the leading cloud service provider.
An ability to drive the highest program and project standards across a mainly indirect Oracle team and partners, bringing focus on customer success. Simply, if you have the abilities of a solution architect, sales engineer, CSM , consultant, and project manager all rolled into one; an exciting and immensely rewarding opportunity where we work to drive sustainable change for Oracle and its customers.
More specifically, you will have the experience described below:
· Passion for and ability to have cross-industry consultative conversations regarding business challenges and opportunities building trusted advisory relationships.
· Deep product and market expertise in Cloud Delivery, including customer needs, competitive landscape, and key trends in the industry.
· 5+ years of experience in product line and/or Cloud transformation.
· Proven experience leading end-to-end success of cloud solutions across Product and other functions including Marketing, Sales, Service, Alliances, and/or Support.
· World-class communication and cross-functional teamwork skills. Able to handle challenging meetings with internal and external executives.
· Hands-on – not just a leader/talker but someone who wants to roll up their sleeves to get the job done by having solid technical and business insight.
· Entrepreneurial with a continuous improvement approach that embraces ambiguity, seeing it as an opportunity to drive transformational change.
· A collaborative leader who works well in teams, and believes that 1+1=>3.
· A strong focus on ownership and execution. Someone with the appropriate level of drive and "toughness" to effectively work in a fast-paced and at times ambiguous environment, ensuring results and deadlines are achieved.
· A strong balance of strategic and tactical skills, with intellectual, agility and capacity for original thought.
· Focuses on actions/outcomes; driven to overachieve. Lives and breathes execution and customer success.
· An exceptional communicator who can write, present, and effectively adjust messages to meet individual audiences and organizations.
Key Skills/Qualifications
· 10+ years of experience
· Master's degree or equivalent experience
· Being a self-starting, entrepreneurial, self-managing, resilient leader.
· Ability to work effectively with and through a matrix and a virtual organization, requiring management through influencing, based upon trust and leadership skills.
· Establish trustful relationships with executive-level collaborators within the Oracle cross Lob organization and customers and partners outside the Oracle organization.
· Successful track record as Program Director of transformational and international SaaS transformation projects.
· Experience in running Turnaround of advanced IT transformation projects successfully with entry and exit criteria for engagement.
· Sophisticated executive communication and interpersonal skills bringing multiple internal and customers to common understanding and agreement
· Be Senior and influential with a strong executive presence (internally and externally)
· Bring a good level of overall functional Expertise in Saas (especially in ERP / HCM )
· Strong understanding of how to lead all aspects of digital transformation
· Have the ability to delegate, monitor and report on executive-level
· Commercial sensitiveness of Saas Software contracts and Implementation costs
· Flexibility to work from home or travel across the region when required (assume max 25% travel – potentially needing travel on very short notice).
Desired Skills/Qualifications
· PMI Project Management Professional ( PMP ) Certification or similar.
· International experience across NA, EMEA ,
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