Posted on :
15 Jul, 2016
15 Jul, 2016
Oracle’s Cloud mission is to bring its leading enterprise technology and business applications software to customers, anywhere in the world, through the Internet.
Oracle Cloud is a broad set of industry-standards based, integrated services that provide customers with subscription-based access to Oracle Platform Services, Application Services and Social Services, all completely managed, hosted and supported by Oracle. With predictable subscription pricing, Oracle Cloud delivers instant value and productivity for business users, developers and administrators.
Oracles Cloud Customer Success Organization is a focused group of Cloud Customer Success experts whose mission is to drive successful Oracle Public Cloud utilization and replenishment through the proactive management of all facets of the customer engagement life-cycle. Join one of the most visible areas of Oracles continued success with Cloud; this is an exciting opportunity to create and lead this new function.
Job Title: Customer Success Manager (CSM) for ECEMEA
Reporting into the ECEMEA Senior Director ofCustomer Success, the CSM will be responsible for fusing and complementing therelationship between The Oracle Public Cloud and customers core businessobjectives and priorities thereby driving increased business value andalignment between Oracle and its valued customer community.
The Customer Success Manager will be responsible for driving customer adoptionthrough successful on-boarding and utilization of the PaaS and IaaSservices. They will need to proactively identify and prioritiseopportunities, and collaborate with PreSales, Sales, Development, Consulting, Partners(etc) to improve the customers consumption of Technology Cloud credits. This will include problem solving, milestone development and ongoing state ofthe customer reviews to ensure that customers maximize their usage of theplatform. Ultimately the success of the role is driving and securing a highlevel of customer satisfaction and ensuring that consumption of Oracles PublicCloud continues in its upward trajectory.
Serve as the primary point of contact forcustomer post sale Cloud related activities
Assume responsibility for Public Cloud PaaS andIaaS adoption and issues escalation
Driving high customer Satisfaction ensuring cloudcredit consumption and renewal of cloud contacts
Perform rapid assessments of clients internaltechnology landscape and targeting use cases and deployment targets for PublicCloud technology
Serve as the customers advocate and providefeedback to product management and development organizations
Identify replenishment risks and collaborate withinternal teams to remediate and ensure ongoing replenishment
Responsibility to on-board seed systems ontoPublic Cloud and provide guidance in identifying opportunities where OraclePublic Cloud can be leveraged and up selling ancillary services and emergingtechnology
Partner with internal Oracle stakeholders toalign account activities with the customer’s business case and strategy
Provide forecasts on likely future customerconsumption
Prepare and educate customers on new features /services
Monitor and identify adoption and utilizationtrends, provide recommendations based on risk and customers business needs
Development of reference accounts
Operate as key conduit for knowledge transfer toinstall base
Experience & Qualifications
10 years+ of experience of Oracle Technologysuccess with customers
Proven track record of proactive problem solving
An understanding of development and deploymentconcepts and tools that enable successful Public Cloud deployments
Enthusiasm, energy and ability to evangelize andexpand the footprint of seeded markets in the public cloud platform
Broad knowledge and experience in Public Cloudecosystem and IT infrastructure elements
Experience in a customer-facing, role such asconsultant, solutions engineer or hands on Customer Success Manager in theCloud ecosystem
Core hands on foundational skills based on middlewareand database development
Excellent communication skills, external customercommunication, but also internal communication, including SR tracking, issueidentification and triage as well as escalation protocols
Flexibility, this is a high growth area thatrequires agility
Fluent English as well as local languagemandatory
Ability to travel 40%+
Drive maximum adoption of Oracle solution and identify/drive product expansion opportunities via high value relationship with the client.
Develop long term partnership with our clients to ensure they remain successful by realizing the full value of their investment with us to ensure client continues/renews contract with Oracle. Responsible for maintaining a high level of client satisfaction by being a liaison between our clients and Oracle*s internal operations. Identify product expansion/up sell opportunities. Work with larger clients. Provide input into the CSM methodology and direction. Act as mentor to newer CSMs on a voluntary basis.
Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Recommended 7 to 10 years of professional experience. Demonstrated experience in package systems implementation (CRM, ERP, Consulting experiences) or client facing relationship experience. Understanding of various technical architectures and operating systems. Industry experience is desired.