Posted on :
23 Jun, 2016
23 Jun, 2016
Oracle’s Public Cloud Customer Success Team
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. Oracle’s 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 Oracle’s continued success with Cloud; this is an exciting opportunity to create and lead this new function.
Reporting into the ECEMEA Senior Director of
Customer Success, the CSM will be responsible for fusing and complementing the
relationship between The Oracle Public Cloud and customers core business
objectives and priorities thereby driving increased business value and
alignment between Oracle and its valued customer community.
The Customer Success Manager will be responsible for driving customer adoption
through successful on-boarding and utilization of the PaaS and IaaS
services. They will need to proactively identify and prioritise
opportunities, and collaborate with PreSales, Sales, Development, Consulting, Partners
(etc) to improve the customer’s consumption of Technology Cloud credits.
This will include problem solving, milestone development and ongoing state of
the customer reviews to ensure that customers maximize their usage of the
platform. Ultimately the success of the role is driving and securing a high
level of customer satisfaction and ensuring that consumption of Oracle’s Public
Cloud continues in its upward trajectory.
customer post sale Cloud related activities
IaaS adoption and issues escalation
credit consumption and renewal of cloud contacts
technology landscape and targeting use cases and deployment targets for Public
feedback to product management and development organizations
internal teams to remediate and ensure ongoing replenishment
Public Cloud and provide guidance in identifying opportunities where Oracle
Public Cloud can be leveraged and up selling ancillary services and emerging
align account activities with the customer’s business case and strategy
trends, provide recommendations based on risk and customers’ business needs
Experience & Qualifications
success with customers
concepts and tools that enable successful Public Cloud deployments
expand the footprint of seeded markets in the public cloud platform
ecosystem and IT infrastructure elements
consultant, solutions engineer or hands on Customer Success Manager in the
and database development
communication, but also internal communication, including SR tracking, issue
identification and triage as well as escalation protocols
Detailed Description and Job Requirements
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
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.