Oracle Customer Success Director, CX in North Ryde, Australia
Customer Success Director, CX
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. The best-of-breed Software as a Service (SaaS) applications in Oracle Cloud are integrated with social, mobile and analytic capabilities helps deliver the experiences customers expect, the talent to succeed and the performance the market demands.
As part of the Cloud commitment, Oracle has created the APAC Customer Success group which is responsible for supporting SaaS implementation, adoption and renewal. A key team within this new group is the Customer Success Management (CSM) Team which focuses on managing the customer relationship throughout the SaaS lifecycle to ensure adoption, consumption, renewal and expansion of the SaaS Solution.
The Customer Success organization aims to maximize SaaS revenue to Oracle and increase value contribution to our SaaS customers by:
Providing best of industry service to maximize customer satisfaction and enable business requirements
Leading innovation, expertise and specialization through a high performance organization
Driving the most agile and efficient renewal process while expanding existing SaaS customers
This is high profile team that presents an exciting opportunity to be part of a group that will be central to Oracle’s future and growing success.
Location : Sydney or Melbourne
Level : M3
Reporting to the Senior Director, SaaS Customer Success , ANZ.
As the CX leader of SaaS Customer Success in ANZ, you will be responsible for developing & managing a high performance team, dedicated to building strategic value-add customer relationships, providing best in class services and ensuring customer satisfaction. To do this you will need to develop the CSM team, foster alignment with internal stakeholders and drive operational excellence whilst supporting best-in-class customer engagement and enabling the expansion of the Oracle customer base.
Motivate and develop a team of high caliber CX Customer Success professionals to drive high performance, individual and career growth
Develop a successful coverage and engagement strategy for the CX CSM business in ANZ, aligned to the Field Sales organization for the CX pillars
Develop, implement and accomplish short, medium and long-term vision for Customer Success in the region through people and business leadership
Define and measure group goals and team performance against specific target objectives including account penetration and activity levels
Direct and ensure the implementation of operational policies through team
Establish strong, lasting and collaborative relationships with the Applications Sales Management and Field organization, Oracle Digital and other LOB’s to ensure the success of the Customer Success and Renewals business
Improve internal processes and systems to achieve operational performance that meets or exceeds goals
Build customer and external partner relationships to ensure high service delivery
Manage and negotiate escalations for internal issues and between Oracle and customers/partners to achieve positive outcome and influence policy
Align with the SaaS Implementation Success and Renewals leadership to ensure excellence in execution and the achievement of regional renewals and expansion targets
Contribute to the strategic direction of the Customer Success team through leading and participating in internal management initiatives
Be a leader with high levels of energy, passion, creativity and enthusiasm
Success will be realized through taking holistic responsibly for the CX Customer Success Business in ANZ through establishing strong internal alignment and proactive & value-added customer engagements.
Essential Knowledge, Skills, Abilities, and Background
Experience in establishing and effectively running teams across regions
Exposure to ANZ markets
Excellent interpersonal, communication and leadership skills
Strong track record with 8 years management and commercial experience
Substantial people management/leadership experience, with 5 years at senior management managing teams (15 people)
Proven communication, consulting and relationship-building skills: credible account manager engaging with up to C-level Execs.
Previous experience for a Software Vendor (SaaS preferred)
Knowledge of Oracle’s products/solutions and competitive products
Ability to work within a highly competitive and complex environment
Capable of building and maintaining strong relationships with a diverse set of internal and external constituencies including senior level executives, legal, technical, finance, support, sales and marketing experts
High levels of energy, creativity and enthusiasm
Functional expertise and broad company knowledge
Strong people/communication skills
BS / MS degree
Enthusiastic and highly motivated person with a desire to work in a start-up environment
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. Owns resolution of client issues acting independently. Plans regional coverage and staffing models. Interfaces with virtual team to accomplish goals.
Assists in the development of short, medium, and long term plans to achieve strategic objectives. Regularly interacts across functional areas with senior management or executives to ensure unit objectives are met. Prefer 12 years of professional experience with at least 5 years People Manager experience as well as PandL responsibility for at least 3 years. Successful track record in information systems implementation of client experience management or related experience. Experience managing high level client relationships and escalations.
Location: AU-AU,Australia-North Ryde
Job Type: Regular Employee Hire