Oracle PaaS Customer Success Leader in Reading, United Kingdom

PaaS Customer Success Leader

Preferred Qualifications

PaaS Customer Success Leader, UK,

Role Description

The objective of the PaaS Customer Success Leader is to effectively build, train and manage a team of Customer Success Managers dedicated to manage the lower segment of the installed base remotely. Success will be realized through establishing value-added customer engagements, increased customer satisfaction and higher renewal rates.

You will support the strategy for the organization to address the lower segment of the PaaS market in a remote capacity with your team, ensuring a clear definition of operational objectives, training plans, activities planning and execution within your team and area of responsibility.

You will work towards team and individual annual targets for driving the renewal of your customer’s subscriptions and work closely with sales to enable further adoption of Oracle products within the installed customer base.

This remote PaaS Customer Success team will be required to build strong customer relationships to drive customer adoption and satisfaction in order to ensure customer retention, support expansions and minimize cancellations. You will help ensure all suitable resources needed to make our customers successful are available via our customer portal and/or direct to the customer via the available systems or automated processes.

Essential Duties

  • Build, train and develop a team up to 10 remote Customer Success Managers to ensure renewals, drive customer adoption and customer satisfaction

  • Participate in strategic and tactical planning for the Renewals & Customer Success organization.

  • Establish a successful coverage and engagement model with the Renewals Team aligned to the Regional Field CSM and Sales organization for the assigned PaaS portfolio.

  • Ensure a standardize execution of the CSM methodology in remote across EMEA using the customer portal and/or remote tools.

  • Improve internal processes and systems to achieve operational performance that exceeds goals.

  • Establish and measure team goals and performance against specific target objectives including renewals, expansions and activity levels

  • Have a strong business management approach towards customer and external parties to drive execution

  • Demonstrate influencing and negotiation skills at a Senior/ Executive Management level and the ability to lead, collaborate and communicate across various Line of Business and at all levels within Oracle, Customers and Partners

  • Identify needs and establish a close relationship with all crucial LOBs e.g. Consulting, Marketing, Presales, Product Management , .

  • Be a leader with high levels of energy, passion, creativity and enthusiasm.

Essential Knowledge and Background

  • 10 years’ experience in leading teams

  • 5 years in management of remote team

  • Proven track record of hiring, training and development a new team

  • Experience with cloud-based/PaaS solution offerings is desirable

  • Experience creating/executing programs in particular around automation and self service

  • Proven track record in addressing a large group of customer portfolio via programmatic execution

  • Experience in delivering content via social media, webinars and other relevant online delivery channels and methods.

  • Working knowledge of at least one of the following business areas:

Essential Skills and Abilities

  • Excellent Leadership skills.

  • Strong business management and execution.

  • Ability to lead large multi-language teams to deliver on target.

  • Strong Analytical capabilities.

  • Strategic thinking beyond boundaries.

  • Strong influencing skills in a cross cultural global environment.

  • Live and breathe the desire and commitment to making our customers successful.

  • Excellent organization, project management, time management, and communication skills, proven track record in excellent presentation skills in virtual delivery is a definitive asset.

  • Willingness to 'roll up one's sleeves' and assist wherever needed.

  • Perform as an absolute team player who will work within the company to continue improving the way Oracle serves its Customers.

  • Bachelors degree or equivalent experience in computer science, business, or related field (Masters preferred) .

  • Technical background ideally in Cloud with Oracle experience is preferred.

  • Excellent verbal and written communication skills.

  • Someone who can rapidly sort out “fact from fiction” in any situation.

  • Demonstrate passion and ability to influence, facilitate and juggle a number of competing issues at any one time.

  • Fluency in spoken and written English

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. Drives client issue resolution by bringing the appropriate resources in to assist or escalating to VP.

Manages and controls activities in multi-functional areas. Ensures appropriate operational planning is effectively executed to meet business needs. Prefer 10 years of professional experience with at least 2 years People Manager experience. Demonstrated experience in package systems implementation (CRM, ERP, Consulting experiences) or client facing relationship experience. Understanding of various technical architectures and operating systems. Experience managing high level client relationships and escalations. Industry experience is desired.

Job: Sales

Location: GB-GB, UK-Reading

Job Type: Regular Employee Hire

Organization: Oracle