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. As part of the Cloud commitment, Oracle has created the EMEA Customer Success group which is responsible for supporting SaaS implementation, adoption and renewal. A key team within this new group is the Customer Success team which focuses on the post-sales relationship, partnership and alignment with SaaS customers. As such, their goal is to enhance the customer experience and increase customer satisfaction to secure subscription renewal and identify upsell opportunities This is a 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. Description
The objective of the SaaS Customer Success Manager (SaaS CSM) is to help maximize client retention and success while also driving increased subscription revenue. In this role, you will act as a strategic advisor to your clients to ensure they maximize the value of their investment with Oracle s SaaS portfolio.
You shall use your network in Oracle to support prompt resolution of issues and will be the will be the trusted advisor who provides guidance on best practices for Oracle Cloud solutions.
You will work towards helping drive renewal of your customer s SaaS subscriptions and work closely with the account team to enable further adoption of Oracle SaaS products within your assigned territory.
Duties and Responsibilities
Work with customers and account team to define and document the customer s business objectives and definition of success (ROI). Gather baseline metrics and work with the customer to calculate and demonstrate success with the Oracle ERP, SCM or HCM Cloud Solutions Partner with the account team to develop successful account strategies and plans that direct company resources to maximize retention of existing subscription contract and expand sales opportunities within assigned accounts.
Educate customers on the Oracle ERP, SCM or HCM SaaS strategy & value propositions as well as new product features and functions to audiences ranging from Senior Executives to technical stakeholders Position Oracle s value proposition as part of our overall business solution, linking these benefits back to the key business issues of
the client Engage with customers to do regular health checks and advise on optimal utilization of their investment
in Oracle Cloud.
Build a C-level relationship with customer executives and help them to design change management programs to
expedite users Cloud adoption Be the customers strategic expert to share industry trends, best practices, competitive insights and product roadmap Own & drive enablement initiatives for Oracle ERP/SCM/HCM
Cloud solutions for ECEMEA Customer success team Manage relationships and participate in business reviews with regional product sales leaders Be the regional liaison working with Oracle Global teams (Prod Dev/COE, Product Expert Groups) to present and support customers & customer success teams requirements
Participate in Quarterly business reviews with customers senior executives & key business stakeholders
Guide customers through significant service milestones such as upgrades, new releases etc
Collaborate with account team encouraging customer advocacy and creation of case studies to help maintain the Client Referral program Essential Knowledge, Skills, Abilities, and Background
10 years experience implementing or working with ERP, SCM or HCM applications and providing strategic
advisory/business consultancy services. Pre-sales / Implementation experience with Oracle cloud-based/SaaS
solution offerings- in the areas of Enterprise Resource Planning, Supply Chain Management or Human Capital Management.
Demonstrated experience working with the executive level in client environments and a passion to communicate their value to clients.
Proven ability to develop and cultivate lasting customer relationships with a diverse set of internal and external constituencies including senior level executives, legal, technical, finance, support, sales, and marketing experts
Deep Working knowledge of ERP, SCM or HR domain.
Project Management experience with proven capability to lead cross-functional business and technical teams
to provide timely issue resolution Strong Analytical and report interpretation capabilities Ability to lead cross-functional business and technical teams to provide timely issue resolution
Ability to create and sell business cases to internal and client audiences
Excellent organisation, project management, time management, and communication skills
Team player who will work within the company to continue improving the way Oracle serves its clients
Excellent verbal and written communication skills
Fluency in Spoken and Written English and Arabic
Excellent organization, time management, and communication skills
Willingness to 'roll up one's sleeves' and assist wherever needed
Ability to travel up to 60% of the time
Bachelor s degree or equivalent experience in computer science, business, or related field (Masters preferred).