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Advisory Expert Client Success Manager

Oracle

Posted on September 2, 2019

10 - 12 years Dubai - United Arab Emirates

Any Graduation. Any Nationality

Opening 01

Job Description

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*Drive maximum adoption of Oracle solution and identify/drive product expansion opportunities via high value relationship with the client.
Develop long term partnership with our largest and most complex clients to ensure they remain successful by realizing the full value of their investment with us to ensure client continues/replenish/renews contract with Oracle. Responsible for maintaining a high level of client satisfaction by being a liaison between our clients and Oracle's internal operations. Identify product expansion/up sell opportunities. Interface at highest levels both internally and within clients. Assigned side projects designed to move the client success organization forward. Required to act as mentor to new CSMs
Provide leadership and expertise in devleopment of tools, processes and activities performed by the CSM group. Recommended 10 to 12 years of professional Information Systems implementation experience. Demonstrated experience in implementation or client facing relationship experience. Understanding of various technical architectures and operating systems. Industry experience is desired.


IT - Software Services

IT Software

Desired Candidate Profile

*
Advisory Expert CSM Role
Driving higher rates of cloud retention require introducing a range of expert skills & activities. The role is a functional specialized CSM for the most complex customer engagements providing strategic & functional expertise and driving value discussions with Lobs, hence influencing senior IT & business decision makers to increase their intake of permanent UCs, create expansion opportunities & cloud renewals beyond regional
averages, which will further improve the CSM team performance and grow the quality & quantity of PUCs.
Responsibilities
Engage in complex situations and drive complex / edge PUCs Change management assistance
Share best practices (internally & externally) 
Territory This role is regional covering Gulf Saudi LEENA (Arabic speaking), with a selected set of complex accounts; addition and/or deletion will be based on a mutual agreement between functional le aders & first line
managers followed by the approval of RL and according to a preset criteria. The main stakeholders to the functional leaders are beside CSMs the Value Experts, the Tech specialists, the Architect teams and the OCI PMs
Reporting & Governance Weekly forecast of impact on regional KPIs
Participate in the Monthly Business Review
Quarterly business review with RL
Regular weekly calls with CSMs
1-2-1s with Line Managers
Success Criteria 
Growth of PUC ARR (over the regional average)
Increased Renewal Rate in selected accounts / covered region
Expansion deals created 
Increased consumption by introducing complex UCs
(minimize ARR to Usage Gap)
Positive feedback from CSMs
Why the Advisory CSM Expert Role
• Build Cloud Pragmatic Roadmaps for selected customers
• Sponsorship to develop T1 accounts to the next adoption level
• Use & Enrich best practices to accelerate & inflate adoption & consumption
• Create vertical patterns and avail them to CSMs to implement
• Help customers with discussions around adoption s next steps and the implementation of Change Mgmnt / RoI / PoCs / Edge UCs based on an extended Fastcloud methodology
• Act as a Subject Matter Expert (SME) wrt PUC quality / value / speed / continuity
• Carry high-level discussions/presentations to customers executives & C-level 
• Carry the responsibilities of :
* Growing the PUC ARR over the regional average
* Create Expand opportunities thru edge & complex UCs
* Minimize ARR to Usage Gaps Profile s Requirements
Senior profile (> 15 years in IT) with strong business acumen, capable of articulating innovative ideas and solutions 
In depth knowledge of technology cloud models & operations (PaaS IaaS)
Knowledge of Oracle technology products and/or
Oracle cloud is big plus
Capable of networking and carrying discussions with executives & C-Level
Proficient in presenting to C-Level, in English/Arabic languages fluently; French is a plus
Previous experience in multi-nationals/Corporates, multi-cultural environments

Keywords

Advisory Expert Client Success Manager

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Oracle

Oracle is a global provider of an integrated array of applications, storage, databases, servers, and cloud technologies to cater to the needs of the modern businesses. Oracle simplifies IT with its integrated, open and complete business software and hardware systems. The company offers a broad range of cloud deployment, software and system models to meet the unique needs of every business. Headquartered in San Francisco, USA, Oracle has successfully marked its presence in the wider regions including the Middle East, Africa, Europe, Americas, and Asia Pacific. With more than 420,000 customers across 145 countries, the organization’s services enable companies to optimize their technology resources and investments.





Through the years, the company has been recognized by its partners, users, trade publications and the technology industry with several awards for its outstanding business practices and offerings. At Oracle, career opportunities are ample for the talented and dedicated people who want to help the organization’s customers around the globe. The company employs over 135,000 employees around the globe, including 18,000 consulting experts, 40,000 developers and engineers, and 16,000 support personnel. The organization offers an excellent opportunity to work in a diverse and flexible culture and experience the unmatched benefits such as training, development and learning opportunities to grow at all the levels of career.

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