Senior Cloud Customer Success Manager - SaaS

RIYADH, Saudi Arabia

28 days ago

Oracle

Who We Are

Our mission is to to be a catalyst for Oracle’s customer success. We want to help our clients realize the maximum value of their Oracle Cloud solutions. We help unlock the full potential of Oracle Cloud by focusing on business outcomes. Indeed, the Customer Success Organization plays a key role in driving business outcomes across: (1) customer, (2) product, (3) partners/implementors, and (4) GTM/sales.

1. CUSTOMER SUCCESS: We are the single source of truth across the complete customer lifecycle. Our goal is to live in the currency of customer success, driving winning NPS, CLV, and referenceable logos.

2. PRODUCT SUCCESS: We demonstrate the art of the possible across Oracle’s unified suite of offerings, driving adoption and ensuring alignment among customer processes, data, and product(s).

3. PARTNER SUCCESS: We train, enable, and certify partners, using SI success as a gateway to customer success.

4. GTM SUCCESS: We are the catalyst for advancing ONE Oracle, being the glue for ensuring winning customer success from pre-sales to Day 2. Simply, Oracle’s Customer Success Organization amplifies customer trust, conversions, and renewals via a solution and time to value focus. In turn, we create customers for life.

YOUR FUTURE ROLE : Customer Success Manager

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 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 mindset than this will be an extremely rewarding opportunity. Specifically, you will take a key role in governing, mitigating risk and maximising chances of proper project management and succesful completion of one or more specific critical projects for strategic customers, which are implemented by an Oracle partner SI.

· Take a key role in building up and driving these most complex partner lead SaaS transformational implementations to success.

· Assess and mitigate risk making sure the partner implementation is according to standards.

· Assess and mitigate risk for all project constraints and manage contracts accordingly.

· Lead by example and be a natural accepted mentor for the Customer, Oracle and Partners involved in the transformation as essential part of the program and key member of Steerco.

· Balance between all elements of a multi-faceted role, including (non-exhaustive):

o Have a wholistic overview of a portfolio of a 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 react promptly and effectively on early warning signs within this portfolio.

o Guide the projects to a focus on delivering to stakeholders’ expectations and to a focus of managing both stakeholders and commercial/contractually 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; escalate in timely manner when there is any deviation.

· Act as escalation 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.

· Manage customer and partner on potential solution gaps and development requests.

If you are…

An out-of-the-box thinker always looking for new approaches and solutions. You enjoy rolling up your sleeves and tackling 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 candid conversations to design innovative solutions. Entrepreneurial minded with sound judgement and can navigate complexity. You are a highly collaborative team-player who can navigate different personalities, work well with others, and share lessons learned and knowledge gained from project experience. You take ownership of your individual success as well as those around you, modeling integrity and accountability with colleagues and clients.

…then we want to talk to you!

What You’ll Bring

Your enthusiasm, knowledge and business acumen, and love and passion for customer succes will help Oracle become the leading cloud service provider.

An ability to drive highest program and project standards across a mainly indirect Oracle team and partners, bringing focus on stakeholder and customer success. Simply, if you have the abilites of a solution architect, sales engineer, CSM, consultant, and project manager all roled into one this will be an exciting and immensely rewarding opportuninty to drive sustainble change for Oracle and its customers.

What you will do

Passion for and ability to have cross-industry consultative conversations regarding business challenges and opportunities building trusted advisory relationships with customers and partners alike. Deep product and market expertise in Cloud Delivery, including customer needs, competitive landscape, and key trends in the industry. 8-10+ years of experience 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 her/his sleeves to get the job done. Technical aptitude and business acumen. Entrepreneurial with a continuous improvement mindset that embraces ambiguity, seeing it as an opportunity to drive transformational change. A highly collaborative leader who can navigate different personalities, work 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 manage in a fast-paced and at time ambiguous environment, ensuring results and deadlines are achieved. A strong balance of strategic and tactical skills, with a high level of 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

8-10+ years of experience Master's degree or equivalent. Being a self-starting, entrepreneurial, self-managing, resilient leader. Be solution oriented with a high level of adaptability (AQ). Ability to work effectively with and through a matrix and a virtual organisation, requiring management through influencing, based upon trust and leadership skills. Personality and ability to establish a trustful relationship with executive level stakeholders within the Oracle cross Lob organisation and customers and partners outside the Oracle organization. Successful track record as Program Director of transformational and international SaaS transformation projects. Experience in managing Turnaround of escalated IT transformation projects successfully with entry and exit criteria for engagement. Sophisticated executive communication and interpersonal skills bringing multiple internal and customer stakeholders to common understanding and agreement Have a strong continuous improvement mindset. 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 on how to lead a front, middle, and back office 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 50% travel – potentially needing travel on very short notice).

Desired Skills/Qualifications

PMI Project Management Professional (PMP) Certification or similar. International experience across NA, EMEA, LATAM, and APAC.

How You Will Be Measured

1. Referenceable Logos

2. Client Satisfaction (CSAT)

3. Net Promoter Score (NPS)

4. Customer Lifetime Value (CLV)

5. Renewals on ATR

6. Install Base Expansion

7. Time to First Value

8. # of Green and red accounts

9. Group revenue and margin