Oracle Ghana Recruits Customer Success Manager (CSM) for ECEMEA

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.

Role Overview

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.

Responsibilities

• Serve as the primary point of contact for

customer post sale Cloud related activities

• Assume responsibility for Public Cloud PaaS and

IaaS adoption and issues escalation

• Driving high customer Satisfaction ensuring cloud

credit consumption and renewal of cloud contacts

• Perform rapid assessments of clients internal

technology landscape and targeting use cases and deployment targets for Public

Cloud technology

• Serve as the customers advocate and provide

feedback to product management and development organizations

• Identify replenishment risks and collaborate with

internal teams to remediate and ensure ongoing replenishment

• Responsibility to on-board seed systems onto

Public Cloud and provide guidance in identifying opportunities where Oracle

Public Cloud can be leveraged and up selling ancillary services and emerging

technology

• Partner with internal Oracle stakeholders to

align account activities with the customer’s business case and strategy

• Provide forecasts on likely future customer

consumption

• Prepare and educate customers on new features /

services

• Monitor and identify adoption and utilization

trends, provide recommendations based on risk and customers’ business needs

• Development of reference accounts
• Operate as key conduit for knowledge transfer to

install base

Experience & Qualifications

• 10 years of experience of Oracle Technology

success with customers

• Proven track record of proactive problem solving
• An understanding of development and deployment

concepts and tools that enable successful Public Cloud deployments

• Enthusiasm, energy and ability to evangelize and

expand the footprint of seeded markets in the public cloud platform

• Broad knowledge and experience in Public Cloud

ecosystem and IT infrastructure elements

• Experience in a customer-facing, role such as

consultant, solutions engineer or hands on Customer Success Manager in the

Cloud ecosystem

• Core hands on foundational skills based on middleware

and database development

• Excellent communication skills, external customer

communication, but also internal communication, including SR tracking, issue

identification and triage as well as escalation protocols

• Flexibility, this is a high growth area that

requires agility

• Fluent English as well as local language

mandatory

• Ability to travel 40%

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

• 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.