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Job Description

The Role

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.

In this role, you will report to the Senior Director of NA SaaS Customer Success for ERP. You will manage a small number of accounts in addition to being a people manager. Work is non-routine and situationally complex, involving the execution of advanced functional skills in the area of Enterprise Resource Planning (ERP) application, Enterprise Performance Management (EPM) and Supply Chain Management (SCM) applications.

This role will lead a team of Customer Success Managers to attain specific team performance goals; drive maximum adoption of Oracle solutions and identify/drive product expansion opportunities via high value relationships with Oracle customers. You will also be responsible for Interviewing and making hiring decisions for qualified candidates, conducting performance appraisals, and providing career development coaching. The role also involves frequent interactions with supervisors and/or functional peer group managers and providing regular performance metrics to senior leadership team.

The Preferred Qualifications include:

Customer Success: The ideal candidate will have a background in delivery of customer success services for a SaaS ERP product line. We are looking for a person who is talented in helping customers maximize their use and value of their subscription services and adoption of SaaS feature/functions. Experience with SaaS implementation methodology, retention strategies, and subscription renewals and expansion considered a plus.

People Management: 12 years of professional experience with at least 5 years managing individual contributors. Preferred experience developing and leading a customer facing team.

Client Management: Successful record of accomplishment in information systems implementations and client experience management of production system operations.

Products: Oracle Cloud functional experience with Oracle ERP, EPM, or SCM products or similar product in the market. Certification in these products considered a plus.

Requirements & Responsibilities
  • 5+ years performing Customer Success/Support Services experience of SaaS products through the sales and delivery lifecycle preferred (on-boarding, implementing, adoption, value realization and retention)
  • Experience in SaaS implementations, focused on reviewing project plans, governance structure, team composition and other project related artifacts to assess risk and provide best practice guidance is a plus
  • Experience working with SaaS software customers and leading them through adoption and usage strategies and through value maximization plans for their organization.
  • Experienced leading/facilitating customer success initiatives cross-functionally (Development, Sales, Consulting, Support, Customer Success, Partners)
  • Strong communication & negotiation skills to influence internal stakeholders
Education

Bachelor degree level required; advanced degree a plus

Travel & Location

None in the short term; candidate must be in NA - this is a fully remote position

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.

If you are a Colorado resident, Please Contact us or Email us at oracle-salary-inquiries_us@oracle.com to receive compensation and benefits information for this role. Please include this Job ID: 128956 in the subject line of the email.

About Us

Innovation starts with inclusion at Oracle. We are committed to creating a workplace where all kinds of people can be themselves and do their best work. It's when everyone's voice is heard and valued, that we are inspired to go beyond what's been done before. That's why we need people with diverse backgrounds, beliefs, and abilities to help us create the future, and are proud to be an affirmative-action equal opportunity employer.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status, age, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

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For over three decades, Oracle has been the center of innovation for business software—birthplace of the first commercially available relational database, the first suite of internet-based applications, and the next-generation enterprise-computing platform, Oracle Fusion. Today, Oracle provides the world's most complete, open, and integrated business software and hardware systems, with more than 370,000 customers—including 100 of the Fortune 100—representing a variety of sizes and industries in more than 145 countries around the globe. And Oracle's 104,500 global employees—including 30,000 developers working full-time on Oracle products—are critical to that success.

Oracle recruiters are always searching for brilliant employees with an entrepreneurial spirit, looking for a work culture where innovation is the goal, hard work is expected, and creativity is rewarded. Oracle employees enjoy competitive salaries, excellent health benefits, and a network of like-minded co-workers that drive innovation across the entire technology industry.