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Client Success Director


Source:
TIMESJOBS.COM
Location:
Bengaluru, KA
Date:
08-11-2016
Job Code:
58216956
Categories:
  • IT
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Job Details

Oracle SaaS has an opening in India for an experienced team leader within our Customer Success Team. Responsibilities will includeCoaching and developing a team of skilled Customer Success Managers to deliver expected results around customer renewal and retention, customer satisfaction and growth of account portfoliosEngaging with C-suite across the customer base to advance relationships understanding of how Oracle Cloud Solutions can continue to meet the customers business needsEngaging with key internal resources both locally and globally to identify opportunities to drive greater platform adoption and ensure customers are leveraging available resources to optimise their use of the technologyEffectively work in collaboration with the sales leadership to establish growth across the customer baseUltimate responsibility for the health of customer accounts across allotted territories within India, understanding their business objectives and risks to customers achieving their stated goalsExecuting against a communications plan to report to Director Customer Success India on customer health, renewal status, opportunity pipeline and reference generationTo succeed in this role, this individual must be a natural team leader with an outstanding customer orientation along with a passion and ability to develop a deep understanding for Oracle SaaS solutions and how clients should use our software and services Overall business processes, goals, and objectives of your customer base.ResponsibilitiesTo lead a skilled team to achieve greater resultsCoach and develop Customer Success teams, identifying areas of growth and developmentEnsure adherence to role and maximum adoption of company policies, processes and resources to successfully fulfill personal and team goalsProactively manage renewal closure processes and monitor progress against close plans identify risks to closure and work with team to mitigateIdentify, promote and celebrate achievements of the teamTo maximise client success and satisfactionDevelop excellent understanding of the Oracle SaaS solutions and how they apply to enable customers business processes, thereby realizing their business objectives.Navigating service issues appropriately as well as uncovering needs that result in service opportunities for high client value are critical aspects of this role.Serve as the executive escalation point for account satisfaction issues. Ability to prioritise and focus based on customer impact, expectations, and revenue/cost and engage with senior executives as required to remediate.Establish high advocacy for Oracle SaaS SolutionsInterface with other groups in the Oracle SaaS organisation, including technical support, deliverability, education, and professional services.To exceed total revenue growth targetsAchieve retention and renewal targets for the customer base and successfully demonstrate increased platform adoption and growth of accountsIn collaboration with sales team, identify growth opportunities within accounts and support the Customer Success team and customers to qualify expansion of product adoptionDesired Skills And Experience3+ years people manager experience working across virtual teams10+ years business experience working with prospects and customers in a sales, service, or marketing capacity.Experience/education across a broad spectrum of Value Chain Business Processes, a significant plus.Passion forservicing customersto achieve outstanding satisfaction.First class business developmentproven experience identifying, developing and closing selling opportunities and expanded business relationships.Experience with Software as a Service (SaaS) enterprise software applications from a user standpoint. Examples include ERP/HCM/CRM software, business intelligence, and web analytics.Strong communicationskills (both oral and written).Possess excellent negotiationskillsPrior experience with administering contractsand documenting accountplans.This role will service a substantial number of clients successful candidates must have exceptional time and task management skillsas well a strong process orientation.Proven problemsolving skills in both business and technical environments understand issues, anticipate needs, and drive problems to resolution.Ability to workindependently, learn quickly and be proactive.Strong organization, follow through and documentation skills suitable for client communication.Periodic face-time with customers is crucial and thus some travel (up to 25 per quarter) may be required based on location of assigned clients.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.
Degree: MBA/ PGDM

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 10-15

Requirements

Client Servicing
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