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Oracle Corporation is an American multinational computer technology corporation headquartered in Redwood City, California, United States. The company specializes in developing and marketing computer hardware systems and enterprise software products - particularly its own brands of database management systems. As of 2011, Oracle is the second-largest softw...
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Background
Oracle has a clear objective to become the global leader in enterprise cloud solutions and, SaaS is a critical element in our growing Cloud portfolio. As part of the Cloud commitment, Oracle has created the EMEA Customer Success organization which 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 a high-profile team that presents an exciting opportunity to help shape our customers’ journey to the Cloud and be part of a group that is central to Oracle’s future and growing success.
Location: Nairobi, Kenya or Lagos, Nigeria
Description
The Senior Customer Success Manager 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 Enterprise back-office solutions - Enterprise Resource Planning (ERP), Enterprise Performance Management (EPM) and Supply Chain Management (SCM) applications and Human Capital Management (HCM).
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. CSM’s maintain 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.
Engaging with the customer and their partner executive teams will be a critical component of this role so effective executive communication and negotiation skills are critically important.
The objective of the SaaS Customer Success Manager (SaaS CSM) is to maximize client retention and success while also driving increased subscription revenue. In this role you will act as a strategic advisor to your clients to ensure they maximize the value of their investment with Oracle’s SaaS portfolio through maximum adoption of Oracle solution and identify/drive product expansion opportunities via high value relationship with the client.
Duties and Responsibilities
Essential Knowledge, Skills, Abilities, and Background
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/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. 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 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).
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