Client Success Snr Manager

Job description / Role

In line with the relevant policy and requirements of the Government of the Kingdom of Saudi Arabia, preference will be given to Saudi nationals who apply for this role.

What does Oracle's Customer Success Organization do?

Our mission is to be a catalyst for Oracle's customer success. We want to help our clients realize the maximum value of their Oracle Cloud solutions. We help unlock the full potential of Oracle Cloud by focusing on business outcomes. Indeed, the Customer Success Organization plays a key role in driving business outcomes across:

• Customer Success: We are the single source of truth across the complete customer lifecycle. Our goal is to live in the currency of customer success, driving winning NPS, CLV, and referenceable logos.
• Product Success: We demonstrate the art of the possible across Oracle's unified suite of offerings, driving adoption and ensuring alignment among customer processes, data, and product(s).
• Partner Success: We train, enable, and certify partners, using SI success as a gateway to customer success.
• GTM Success: We are the catalyst for advancing ONE Oracle, being the glue for ensuring winning customer success from pre-sales to Day 2.

Responsibilities

Customer Relationship Management:

• Build and nurture strong, long-lasting relationships with key customers.
• Serve as the primary point of contact for escalated customer issues and ensure timely resolution.

Team Leadership:

• Lead and mentor a team of Customer Success Representatives.
• Foster a collaborative and customer-centric culture within the team.

Customer Onboarding:

• Oversee the onboarding process for new clients, ensuring a seamless 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 maximizing the value of our offerings.

Renewals and Expansion:

• Work closely with the sales team to identify opportunities for upselling and cross-selling.
• Drive customer renewals by demonstrating the ongoing value of our solutions.

Feedback and Improvement:

• Gather customer feedback and collaborate with internal teams to continuously improve products and services.
• Implement best practices to enhance the overall customer experience.

If you are an out-of-the-box thinker always looking for new approaches and solutions, enjoy rolling up your sleeves and tackling challenges with a hands-on approach, and have a passion for customer success across the lifecycle—building relationships that blossom into trusted partnerships one decision at a time—then we want to talk to you!

What you'll bring

Your enthusiasm, knowledge and business acumen, and love and passion for customer success will help Oracle become the leading cloud service provider.

More specifically, you will have the experience described below:

• Passion for and ability to have cross-industry consultative conversations regarding business challenges and opportunities, building trusted advisory relationships with customers and partners alike.
• Deep product and market expertise in Cloud Delivery, including customer needs, competitive landscape, and key trends in the industry.
• 7+ years of experience in product line and/or Cloud transformation.
• Proven experience leading end-to-end success of cloud solutions across Product and other functions including Marketing, Sales, Service, Alliances, and/or Support.
• A highly collaborative leader who can navigate different personalities, work well in teams, and believes that 1+1=3.

Key Skills/Qualifications

• Master's degree or equivalent.
• Proven experience in customer success management, with a track record of achieving and exceeding targets.
• Ability to work effectively with and through a matrix and a virtual organization.
• Successful track record as Program Director of transformational and international SaaS transformation.
• Experience in managing turnaround of escalated IT transformation projects.
• Bring a good level of overall functional expertise in SaaS (especially in ERP/HCM).
• Commercial sensitivity of SaaS software contracts and implementation costs.
• Flexibility to work from home or travel across the region when required (assume max 50% travel - potentially needing travel on very short notice).
• Level 3: +7 years of relevant experience in a customer success role.
• Level 4: +10 years of proven experience in customer success management.

Desired Skills/Qualifications

• PMI Project Management Professional (PMP) Certification or similar.
• International experience across the MEA region.

How you will be measured:

• Referenceable logos
• Client satisfaction (CSAT)
• Net promoter score (NPS)
• Customer lifetime value (CLV)
• Renewals on ATR
• Install base expansion
• Time to first value
• # of green and red accounts
• Group revenue and margin
• Net ARR
• Net dollar retention (NDR)
• Logo retention (LRR)
• Coverage (ARR and accounts)
• Partner success (e.g., # of certified SIs, red accounts)

What we offer

• A driver's seat in a top project and program director role with Oracle internal and external visibility. A stepping stone for further growing your own career.
• Enriching your experience while being hands-on and customer-facing with the largest Oracle accounts in the region.
• Being an essential part of Oracle's Global Customer Success organization.
• An ability to grow your network in a wide and international Oracle Cloud ecosystem.

About the Company

Oracle offers an integrated array of applications, databases, servers, storage, and cloud technologies to empower modern business. For most companies, flexibility is critical. Oracle provides a wide choice of software, systems, and cloud deployment models - including public, on-premises, and hybrid clouds - to ensure that technology flexes to the unique needs of a business.

Oracle Cloud is a complete, integrated stack of platform, infrastructure, and application services. With advanced scalability and security, Oracle Cloud enables technical agility across the enterprise, connects people to information for clearer insights, and fosters efficiency through simplified workflows.

More than 420,000 customers across 145 countries have harnessed Oracle technology to accelerate their digital transformation.