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CX Portfolio Enablement Manager-200013KAApplicants are required to read, write, and speak the following languages:English
Preferred Qualifications
Job Title: EMEA SaaS Customer Success - CX Portfolio Enablement Role
Reporting to the EMEA SaaS Customer Success Sr. Director Enablement, you will be leading the rolling out and execution of product and functional enablement activities for the Customer Success Management organization. Additionally, you will be responsible for managing the risk in the portfolio and drive proactive initiatives on accounts at risk, nourish green customers and ensure customer retention.
Product focus: CX (B2C Service, B2B Sales and Service, Commerce, CPQ)
Level: IC3
Overview:
Oracle's EMEA SaaS Customer Success organization enables our customers to achieve the highest business value and profit from their investment in Oracle Cloud. We engage experts with our customers to provide them with the right advice and service to support them with their cloud business. The SaaS Customer Success organization is new and fast growing and is key to our future. The organization is developing and growing very fast, making it an exciting place to work with lots of new opportunities. If you like working in a fast paced environment where you have the opportunity to embrace innovation and develop your creativity, join us!
Essential Duties & Responsibilities:
- Drive enablement activities to increase CSMs product and functional knowledge including the understanding of sales plays (industry and solution focus) for the product assigned.
- Drive the creation of enablement material and expert led skill up sessions to the CSM organization.
- Is responsible to create the product learning plans for CSMs and the delivery of accreditations for the teams on a regular basis.
- Responsible to lead the product community to cascade knowledge and gather feedback on the product and its risks.
- Responsible to share best practises with the CS teams and drive a consistent governance model with CSM management, Development, Sales strategy and Consulting.
- Provide monthly reporting to CS Management and other LOB’s on risks and trends.
- Proactively drive risk management initiatives and risk advisory services to CSM Management and co-ordinate cross LOB’s resources.
- Represent Customer Success to Development and Sales Strategy teams.
- Align with the overall Enablement team to ensure consistent deliverables and quality.
Skills:
- 5+ year experience working in the field of the CX solutions
- CSM field, Pre Sales or Consulting experience as desirables
- Proven experience in creating and delivering educational content of many kinds, including video, written, and virtual training
- Able to manage and influence without authority and in a matrix organization
- Leadership and project management skills
- Excellent Communication skills (both written and oral)
- Strong Programme management skills
- Possess excellent the ability to manage multiple complex priorities in parallel
Qualifications:
- Bachelor’s degree or equivalent experience in computer science, business, or related field (Masters preferred).
- Fluency in spoken and written English, at the level of delivering webinars and in class trainings, desirable additional language skills in other European Languages.
Locations: Romania
Hiring Manager: Monia Bosetti
Detailed Description and Job Requirements
Drive maximum adoption of Oracle solution and identify/drive product expansion opportunities via high value relationship with the client.
Work with medium sized clients to 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/replenish/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. Responsible for sharing information across the CSM team via defined methods.
Job duties are varied and complex utilizing independent judgment. 5 to 7 years of professional experience. Demonstrated experience in implementation or client facing relationship experience. Understanding of various technical architectures and operating systems. Industry experience is desired.
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).
Job
:Sales
Location
:RO-RO,Romania-Bucharest
Job Type
:Regular Employee Hire
Organization
:Oracle
