Senior Cloud Customer Success Manager - SaaS

Job description / Role

Senior Cloud Customer Success Manager - SaaS (Riyadh)

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 Group which is responsible for supporting SaaS implementation, adoption, and renewal. A key team within this new group is the Customer Success team which focuses on the post sales relationship, partnership and alignment with SaaS customers. As such, their goal is to enhance the customer experience, drive product adoption and increase customer satisfaction to secure subscription renewal and identify upsell opportunities

This is high profile team that presents an exciting opportunity to be part of a group that is essential to Oracle's future and growing success in the SaaS business.

Location: Saudi

Level: IC4

Role Description

Oracle's Customer Success organization enables our customers to achieve the highest business value and profit from their investment in Oracle Cloud.

The Oracle Customer Success program exists to foster enduring relationships, where expertise, experience and enthusiasm are shared. Our goal is to enable, simplify and empower our customers to achieve the best possible value from their Cloud investment. The Customer Success team engages the right experts within Oracle to provide the advice and service our customers require.

Customer Success Managers (CSMs) ensure that Oracle Cloud solutions are aligned with our customers' business goals and Key Performance Indicators during the entire lifecycle.

The objective of the Customer Success Manager is to maximize Customer retention and success while also driving increased subscription revenue.

The SaaS Customer Success Manager is a Business Partner, responsible to manage a portfolio of 15+ customers achieving maximum value with Oracle Fusion SaaS.

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

Essential Duties

- Develop a deep understanding of customers' ERPM or HCM strategy and business objectives and drive use of the ERPM or HCM applications to help them achieve those objectives, throughout the entire customer journey.
- Identify risks to the customer achieving their objectives and work with other Oracle teams to build a retention plan.
- Maintain a proactive and reactive dialogue with customers through regular meetings and focusing on retention.
- Work with the account team (Sales/ Renewals) to build an account plan, that includes timely renewal and expansion opportunities.
- Coach customers to ensure they are leveraging all available Resources e.g. My Oracle Support, Oracle University, Customer Connect, Oracle Consulting, Product Development, User Groups, webinars etc.
- Build, develop and maintain a territory management approach to implement effective customer coverage with regular proactive communication.
- Work closely with the partners, support, presales and consulting teams to ensure customers meet their objectives withing timelines.
- Build and maintain strong relationships with the main partners involved in the customer base.
- Create simple messaging around the value of the overall solution and encourage optimal utilization.
- Develop expertise on the ERP applications in order to highlight new offerings and updates to existing features and capabilities.
- Stay informed on ERP related trends and competitive offerings.

Requirements

Essential Knowledge and Background

- Consulting and advising experience
- Human resources background
- Experience with ERPM or HCM cloud-based/SaaS solution offerings is desirable
- Experience supporting the implementation of enterprise-class, mission-critical applications
- Proven track record in working in a customer facing role via remote programs
- 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.

Essential Skills and Abilities

- Excellent organization, project management, time management and communication skills, proven track record in excellent presentation skills in virtual delivery is a definitive asset.
- Excellent verbal and written communication skills
- Passion and ability to influence, facilitate and juggle a number of competing issues at any one time.
- Action-oriented and problem-solving attitude
- Strong Analytical capabilities
- Ability to lead cross functional business and technical teams to provide timely issue resolution
- Ability to create and sell business cases to internal and Customer audiences
- 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
- Technical background ideally with Oracle experience is preferred

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.