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Client Success Specialist IV

Gurugram, HR
Job Code:
  • IT
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Job Details

Oracle has a clear objective to become the global leader in enterprise cloud solutions for both SaaS (Software as a Service) & PaaS (Platform as a Service).As part of the Cloud commitment, Oracle has created the APAC Customer Success organization which is responsible for driving adoption, deployment, consumption, replenishment / renewal & expansion of these services through-out the customer life cycle & maintain best in class customer satisfaction.The Customer Success organization aims to maximize Cloud revenue to Oracle and increase value contribution to our customers byProviding best of industry service to maximize customer satisfaction and enable business requirementsLeading innovation, expertise and specialization through a high performance organizationDriving the most agile and efficient renewal process while expanding existing customersKey customer-facing teams within this new group areCustomer Success Management (CSM) Teams - focus on managing the end-to-end customer relationship throughout the SaaS & PaaS lifecyclesImplementation Success Management (ISM) Teams & Technical Teams focus on providing the deep technical, architectural, deployment & roll-out domain knowledge & collaborate with the CSM team to ensure a positive experience for the customer when adopting & using Oracle SaaS & PaaSRetention & Renewal Teams focus on managing the end-to-end process for renewing the customers SaaS & PaaS contracts, in close collaboration with the CSM Teams, thereby retaining the Oracle customer base To enable and support this high profile and fast growing Customer Success group, Oracle is looking for Program Leads to join the APAC Customer Success Knowledge & Lifecycle Management Programs office (SaaS & PaaS).Location New Delhi, India (preferred)Level IC4 - IC5 (Senior Manager - Director) Reporting to the Head of APAC Customer Success Knowledge & Lifecycle Management Office.Description As Regional Programs Manager, you will be part of theAPAC Customer Success Knowledge & Lifecycle Management Program office (SaaS & PaaS) and you will also be aligned to one of the APAC sub-regions / countries. You will be responsible to take accountability toplan, execute and trackvarious strategies & programs which are aligned to the objectives of SaaS & PaaS Customer Success, which will support the teams and enable them to execute their roles more effectively to help meet their individual & team KPIs.To do this, you willWork closely with the APAC Customer Success Head of Knowledge & Lifecycle Management Office to contribute to the overall Cloud Customer Success strategy.Effectively collaborate and partner with the respective APAC Programs Leads to drive the planning & smooth execution & tracking of the defined programs to meet the defined SaaS & PaaS Business KPIsPersonally lead & execute Programs and initiatives in the following areas Skills Enablement and DevelopmentCommunication (Internal & External)Partner CollaborationKnowledge Management, Best Practices & Process ImprovementOthersTrack the effectiveness and contribution of specific programs and initiatives to the overall Customer Success objectives & KPIsEffectively collaborate and team with Customer Success teams, Technical /ISM Teams & Renewal teams to meet the defined SaaS & PaaS Business KPIsEffectively collaborate and team with other LOB stake-holders to execute and track the defined programs to meet the defined SaaS & PaaS Business KPIsBe a leader with high levels of energy, passion, creativity and enthusiasmSuccess will be realized through taking responsibility & accountability for the assigned Programs & associated Program outcomes / KPIs Essential Knowledge, Skills, Abilities, and Background Strong track record with minimum of 10-12 years of IT/Cloud experience Proven Program management, communication, consulting and relationship-building skills Fluency in written and spoken English (Competency in other languages is a bonus) Knowledge of Oracle s products/solutions and competitive products Excellent interpersonal, communication and leadership skills Ability to work within a highly competitive, complex and fast-changing environmentCapable of building and maintaining strong relationships with a diverse set of internal and external stake-holders including senior level executives, legal, technical, finance, support, sales and marketing experts High levels of energy, creativity and enthusiasm Strong people/communication skills BS / MS degree Enthusiastic and highly motivated person with a desire to work in a start-up environment
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: 7-10


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