Our role is to ensure our customers are successful in implementing, embracing, and maturing their usage of our Construction and Engineering products.
Our focus is collaborating with our customers throughout their relationship and partnership with Oracle and providing transparency of their needs back to the organization.
You'll be accountable for driving departmental outcomes within the UK-Europe subregion, ensuring high levels of customer satisfaction by establishing quality and productivity guidelines for each team, driving quality/productivity improvement efforts, and conveying strategies.
The Senior Manager will lead efforts for all aspects of the CSM team.
A large component of this job is to translate departmental goals into performance objectives and measure against the plan.
To accomplish this, you will jointly develop an employee development plan and recommend strategies for improvement areas.
Your role will also include first-line approval for salary and bonus recommendations as well as approving all personnel decisions (including hiring, promotion, transfer, compensation, and disciplinary action).
When required, you will be the lead CSM on several strategic regional client engagements.
What You'll Do Customer Relationship Management Build and champion strong, long-lasting relationships with key customers Lead CSM on several strategic regional client engagements Serve as the primary point of contact for advanced customer issues and ensure timely resolution Lead change risk, issues, and run the portfolio status and health to support customer satisfaction Team Leadership Lead and guide a multicultural team of Customer Success Managers Set departmental and individual performance goals and measure against them Cultivate a collaborative and customer-centric culture within the team Demonstrate good judgment in balancing customer, employee, and company objectives Provide leadership and expertise in projects designed to move the Customer Success organization forward Develop and implement employee development plans for each CSM and recommend strategies for improvement areas Identify learning content to improve CSM knowledge and competencies Provide leadership and expertise in the development of tools, processes, and activities performed by the CSM group Customer Onboarding Supervise the onboarding process for new clients, ensuring a detailed and positive experience Develop and implement effective onboarding strategies to drive customer success Product Expertise Develop a deep understanding of our products and services Provide guidance and insights to customers on improving the value of our offerings Renewals and Expansion Work closely with the sales team to find opportunities for upselling and cross-selling Drive customer renewals by demonstrating the ongoing value of our solutions Work closely with the Account Management, Sales, and Marketing teams to support strategic client initiatives on a portfolio level Feedback and Improvement Capture customer feedback and collaborate with internal teams to continuously improve products and services Implement standard methodologies to enhance the overall customer experience If you are an out-of-the-box problem solver always looking for innovative approaches and solutions, enjoy solving challenges with a hands-on approach, have a passion for customer success across the lifecycle, and can navigate complexity with sound judgment, then we want to talk to you!
What You'll Bring Your passion, knowledge, and eye for business will help Oracle become the premier cloud service provider Ability to have Construction and Engineering industry consultative conversations regarding business challenges and opportunities Deep product and market expertise in Cloud Delivery Experience in a customer success role leading remote multicultural teams Validated experience leading end-to-end success of cloud solutions across multiple functions A highly collaborative leader who can navigate different personalities and work well in teams Significant experience with Construction and Engineering Oracle products Excellent communication skills, as well as the ability to provide leadership and direction Key Skills / Qualifications Excellent communication in English and Spanish Experience in customer success management with a track record of exceeding targets Ability to work optimally with and through a matrix and virtual organization Successful track record as Program Director of SaaS transformation Experience in running turnaround projects Good level of overall functional expertise in SaaS Commercial sensitivity regarding SaaS contracts and implementation costs Flexibility to work from home or travel across the region when required 10 years of validated experience in a customer success role 7 years of confirmed experience in customer success management managing a team What we will offer you A competitive salary with exciting benefits Learning and development opportunities An Employee Assistance Program to support your mental health Employee resource groups that champion our diverse communities Core benefits such as life insurance and access to retirement planning An inclusive culture that celebrates what makes you unique Career Level - M3 At Oracle, we celebrate differences and believe that innovation starts with inclusion.
We are committed to creating a workplace where all kinds of people can do their best work.
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