Global Account Manager - Client Success

Job description / Role

Global Account Manager - Client Success (KSA)

To provide strategic account management services

To a portfolio of high profile, high value accounts with the objective of increasing the accounts investment, appreciation and value of Oracle CEGIU products and services to secure all accounts indefinitely.

Responsibilities

General

• Deliver against all required KPIs
• Revenue retention & growth
• Account retention
• Time to value & success initiatives
• Customer satisfaction
• Customer references

Account Planning

• Develop and execute high quality and actionable account plans for all accounts in conjunction with account sales representatives, services and partner organizations such as:
• New account onboarding planning (implementation & initial onboarding) within the first 30 days of a new account including establishing a governance model
• Investment decision plan & customer maturity plan within first 6 months
• Adoption and value realization plan throughout the term and as determined by account
• Renewal account plan begins between 6-12 months from renewal date (depending on the account)
• Opportunity plan support with the applications sales and consulting sales representatives

Relationship Management

• Focused point of contact for primary/executive communications and corporate interactions with the account.
• Develop engagement plan in conjunction with internal and external stakeholders to enhance long-term corporate value of the account.
• Continuously identify and establish relationships with key stakeholders and influencers within accounts.
• Full understanding of the accounts purchasing and decision processes.

Direct Revenue Generation

• Develop in-depth understanding of account objectives and problems in order to identify and qualify all opportunities within the account to ensure sales wins.
• Prepare the account for renewal by formulating the renewal process as defined by the renewal strategy.
• Continuously promote and qualify new product and services opportunities for all accounts.
• Support in the preparation of presentations and proposals and product, technical, and security related responses to RFPs and RFIs.
• Maintain a high level of understanding of competitors and positioning statements.

Quality of Service

• Ensure that the customer is receiving appropriate levels of support, through utilizing the available Oracle resources (Contact Centre, Support Central, CO training, Product Support etc.)
• Respond in a timely manner to customer enquiries and ensure that the appropriate response/action is delivered.
• Maintain regular contact with each account to identify emerging service issues.
• Proactively provide input into customer service strategy, training requirements, procedures and direction.
• Work closely with the client operations and sales teams to promote teamwork and collaboration.
• Establish risks associated with each agreement and develop mitigation strategies.
• Maintain an understanding of the businesses within the assigned territory and the factors that influence spending patterns.
• Coordinate and contribute to internal communications with all Oracle offices as required to manage accounts within your portfolio.

Leadership

• Management and coordination of account management activities within account.
• Drive and support the national, regional, global selling effort into the account.
• Identify national, regional, global team members and create communication links, matching team configuration with the nature of the sales opportunities at the account.
• Connect stakeholders on a global level and create a virtual team environment.
• Utilise effective project management skills to coordinate change management protocols within accounts.
• Submit detailed reports on time.
• Mentor junior colleagues.
• Contribute to team meetings.

General

• Maintain excellent knowledge of Oracle's products including their demonstration, pricing and administrative procedures.
• Maintain knowledge of Oracle's products and current account management and sales procedures.
• Update and maintain accurate data on CRM.

Required Skills & Experience

Essential:

• Must have both Arabic and English language capability.
• Strong national and global sales experience, preferably in managing national and global accounts of significant size.
• Demonstrates an accurate and comprehensive understanding of how to sell complex technology solutions at all levels including C level.
• Exhibits both financial and commercial acumen, business planning experience and presence.
• Superior negotiation skills.
• A highly effective communicator with proven success in relationship management.
• Ability to work in global time zones.
• Acts with integrity and displays high ethical values when doing business.
• Proven ability to manage multiple and diverse customer engagements concurrently.
• High computer literacy with MS Windows, MS Office and other applications.
• Proven track record of generating own leads and contacts from within a distinct account portfolio.
• Ability to confidently present and articulate the business value of Oracle's CEGBU products and services to managers and executives of all levels.
• An expert collaborator working as a team player by contributing, learning and sharing new knowledge.
• Be self-motivated, flexible and able to take initiative.
• Strong verbal and written communications skills with a focus on needs analysis, positioning, business justification, and closing techniques.
• Superior presentation and demonstration skills.

Desirable:

• Resources and construction industry experience.
• Previous experience with international organizations and clients.

Additional Requirements:

• Current driver's license, and motor vehicle could be beneficial.
• Willingness and flexibility to travel as needed.
• Valid work rights for country where position located.

Required Competencies

• Building client loyalty - meets client needs, building productive relationships whilst taking responsibility for client satisfaction and retention.
• Building collaborative partnerships - identifies opportunities to build strategic relationships internally and externally to help achieve Oracle's goals.
• Driving for results - sets challenging goals for self and others, working to meet or exceed those goals, monitoring progress towards attainment.
• Initiating action - takes prompt action to accomplish objectives; proactively seeking information, support or tools required to deal with issues.
• Reliability - consistently applies skills to arrange of activities, making a high quality contribution to clients.
• Resilience - responds effectively to disappointment or rejection.
• Sales persuasion - persuades or influences clients/customers to accept a point of view, adopt a specific agenda, or take a course of action.
• Technical knowledge - applies understanding of Oracle effectively within context of own role.

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.