Our role is to ensure our customers are successful in implementing, embracing, and maturing their usage of our Construction and Engineering products. Our focus is collaborating with our customers throughout their relationship and partnership with Oracle and providing transparency of their needs back to the organization.
You'll be accountable for driving departmental outcomes within the UK-Europe subregion. Ensuring high levels of customer satisfaction by making certain that quality and productivity guidelines are established and strived for by each team, driving quality/productivity improvement efforts, understanding, and our conveying strategies.
The Senior Manager will lead efforts for all aspects of the CSM team. A large component of this job is to translate departmental goals into performance objectives and measure against plan. To accomplish this goal, you will jointly develop an employee development plan and recommend strategies for improvement areas. Your role will also include first-line approval for salary and bonus recommendations as well as approving all personnel decisions (including hiring, promotion, transfer, compensation, and disciplinary action). When required, will be the lead CSM on several strategic regional client engagements.
What You'll Do
Customer Relationship Management
1. Build and champion strong, long-lasting relationships with key customers
2. Lead CSM on several strategic regional client engagements
3. Serve as the primary point of contact for advanced customer issues and ensure timely resolution
4. Leads change risk, issues, and run the portfolio status and ‘health’ to support customer satisfaction
Team Leadership
5. Lead and guide a multicultural team of Customer Success Managers
6. Set departmental and individual performance goals and measure against it
7. Cultivate a collaborative and customer-centric culture within the team
8. As a manager, you will demonstrate good judgment in the balancing of customer, employee, and company objectives
9. Provide leadership and expertise inside projects designed to move the Customer Success organization forward
10. Develop and implement employee development plans for each CSM and recommend strategies for improvement areas
11. Identify learning content to improve CSM knowledge and competencies
12. Provide leadership and expertise in the development of tools, processes and activities performed by the CSM group
Customer Onboarding
13. Supervise the onboarding process for new clients, ensuring a detailed and positive experience
14. Develop and implement effective onboarding strategies to drive customer success
Product Expertise
15. Develop a deep understanding of our products and services
16. Provide guidance and insights to customers on improving the value of our offerings
Renewals and Expansion
17. Work closely with the sales team to find opportunities for upselling and cross-selling
18. Drive customer renewals by demonstrating the ongoing value of our solutions
19. Works closely with the Account Management, Sales and Marketing teams to support strategic client initiatives on a portfolio level
Feedback and Improvement
20. Capture customer feedback and collaborate with internal teams to continuously improve products and services
21. Implement standard methodologies to enhance the overall customer experience
If you are…
An out-of-the-box problem solver always looking for innovative approaches and solutions. You enjoy rolling up your sleeves and solving challenges with a hands-on approach.. You have a passion for customer success across the lifecycle-building relationships that blossom into trusted partnerships one decision at a time. Entrepreneurial-minded with sound judgement and can navigate complexity. You assume responsibility for your success and those around you, modelling integrity and accountability with colleagues and clients.
…Then we want to talk to you!!!
What You’ll Bring
22. Your passion, knowledge and eye for business and love and passion for customer success will help Oracle become the premier cloud service provider
23. Ability to have Construction and Engineering industry consultative conversations regarding business challenges and opportunities building trusted advisory relationships with customers and partners alike
24. Deep product and market expertise in Cloud Delivery, including customer needs, competitive landscape, and key trends in the industry
25. Experience in a customer success role with experience leading remote multicultural teams
26. Validated experience leading end-to-end success of cloud solutions across Product and other functions including Marketing, Sales, Service, Alliances, and Support
27. A highly collaborative leader who can navigate different personalities, and work well in teams
28. Significant experience with the Construction and Engineering Oracle products and excellent industry knowledge in the UK and European market
29. Excellent communication skills, as well as the ability to provide leadership and direction to a professional team
Key Skills/Qualifications
30. Excellent communication in English and Spanish
31. Shown experience in customer success management, with a track record of achieving and exceeding targets
32. Ability to work optimally with and through a matrix and a virtual organization
33. Successful track record as Program Director of ground-breaking and international SaaS transformation
34. Experience in running Turnaround of increased IT transformation projects
35. Bring a good level of overall functional Expertise in SaaS (especially in the C&E industry)
36. Commercial sensitiveness of SaaS Software contracts and Implementation costs
37. Flexibility to work from home or travel across the region when required
38. +10 years of validated experience in a customer success role
39. +7 years of confirmed experience in customer success management managing a team
What we will offer you
40. A competitive salary with exciting benefits
41. Learning and development opportunities to advance your career
42. An Employee Assistance Program to support your mental health
43. Employee resource groups that champion our diverse communities
44. Core benefits such as life insurance, and access to retirement planning
45. An inclusive culture that celebrates what makes you unique
Career Level - M3
At Oracle, we don’t just respect differences—we celebrate them. We believe that innovation starts with inclusion and to create the future we need people with diverse backgrounds, perspectives, and abilities. That’s why we’re committed to creating a workplace where all kinds of people can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before. /corporate/careers/diversity-inclusion/