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TheOracle Director, North America Customer Success (Romania) position is a high visibility role whose core competencies include excellent communication skills, experiences in program governance, ability to facilitate Business Architecture, IT and Roadmap sessions, and strong customer relationship management skills. The CSM has the ability to identify design and configuration deviation from best practices and to align a customer’s business strategy and objectives with an enabling Oracle based solution.
Oracle's Customer Success organization is a focused group of SaaS experts whose mission is to drive successful engagements through the proactive management of all facets of the customer’s lifecycle from onboarding to renewal. This is an exciting opportunity to participate in and help shape our customers’ journey to the Cloud.
The Director, North America Customer Success (Romania) serves as a leading contributor and valued team member who provides direction, mentoring and thought leadership to our customers. Work is non-routine and situationally complex, involving the execution of advanced functional/technical skills in the area of Customer Experience (Sales, Service and Marketing).
Our CSMs develop long-term partnerships with their designated customers to ensure they become and remain successful through realizing the full value of their Oracle investment and to ensure renewal of the SaaS subscription; are responsible for maintaining a high level of customer satisfaction by advising on product / implementation best practices, providing product adoption and release guidance while serving as a liaison between their customers and Oracle’s internal operations; identify product expansion/up sell opportunities.
Engaging with the customer and their partner implementation executive teams will be a critical component of this role so effective executive communication and negotiation skills are critically important.
Lead team responsible for driving maximum adoption of Oracle solutions and identifying/driving product expansion opportunities via high value relationships with Oracle customers.
- BS Degree or equivalent experience
- Seven to Ten (7-10) years of professional experience with at least two (2) years of people management experience, preferably with Cloud and/or Software technologies
- Experience managing high level customer relationships and escalations
- Demonstrates good communication, customer management and project management skills
- Experience with CX cloud systems, preferably Oracle
- Experience working in cross-functional teams to deliver a superior customer experience
- Self-driven and able to perform consistently at a high level in a fast-paced environment
Detailed Description and Job Requirements
Drive maximum adoption of Oracle solution and identify/drive product expansion opportunities via high value relationship with the client.
Drive operational performance goals and will be responsible for achieving quarterly targets in terms of renewal rates to maximize revenue and minimize cancellations. Build team, improve internal processes and systems to achieve operational performance that meets or exceeds goals. Establish and measure group goals and team performance against specific target objectives. Participate in strategic and tactical planning for the division. Builds on going customer relationships to drive renewals, maximize timely renewals and up sell to the client. Owns resolution of client issues acting independently. Plans regional coverage and staffing models. Interfaces with virtual team to accomplish goals.
Assists in the development of short, medium, and long term plans to achieve strategic objectives. Regularly interacts across functional areas with senior management or executives to ensure unit objectives are met. Prefer 12 years of professional experience with at least 5 years People Manager experience as well as P&L responsibility for at least 3 years. Successful track record in information systems implementation of client experience management or related experience. Experience managing high level client relationships and escalations.
As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).