Oracle has aclear objective to become the global leader in enterprise cloud solutions andSaaS is a critical element in our growing Cloud portfolio.
As part of the Cloud commitment, Oracle has created the APAC CustomerSuccess group which is responsible for managing the customer relationshipthroughout the SaaS lifecycle to ensure adoption, consumption, renewal andexpansion of the SaaS Solution.
The Customer Successorganization aims to maximize SaaS revenue to Oracle and increase valuecontribution to our SaaS customers by :
Providing best of industry service to maximizecustomer satisfaction and enable business requirements
Leading innovation, expertise and specializationthrough a high performance organization
Driving the most agile and efficient renewalprocess while expanding existing SaaS customers
This is high profile team that presents an exciting opportunity to bepart of a group that will be central to Oracle’s future and growing success.
As the CustomerSuccess Executive of SaaS Customer Success in ASEAN you will be responsible forour Key / Strategic account(s) and for buildingstrategic value-
add customer relationships, providing best in class services andensuring customer satisfaction. To do this you will need to fosteralignment with internal stakeholders and drive operational excellence whilst supporting best-
in-class customer engagement and enablingthe expansion of the Oracle customer base.
You will :
Develop a successful coverage and engagement strategy for the nominatedKey / Strategic account(s) in ASEAN across different product pillars, alignedto the Field Sales organization for all SaaS pillars, excluding OracleMarketing Cloud
Drive complete and successful LifeCycle Management with Go Live, Renewal, Expansion and Customer Advocacy
Develop, implement and accomplish short, medium and long-termvision for Customer Success in the regionthrough business leadership
Establish strong, lasting and collaborative relationships with theApplications Sales Management and Field organization, Oracle Direct and otherLOB’s to ensure the success of the Customer Success and Renewals business
Manage and negotiate escalations for internal issues and betweenOracle and customers / partners to achieve positive outcome and influence policy
Own and share regular account updates, progressand forecast with Oracle internal stakeholders. This includes any identifiedbest practices from the customer.
Improve internal processes and systems to achieve operationalperformance that meets or exceeds goals
Build customer and external partnerrelationships to ensure high service delivery
Provide input into the CSM methodology and directionand act as a mentor to newer CSMs on a voluntary basis.
Align with the SaaSImplementation Success and Renewals leadership to ensure excellence inexecution and the achievement of regional renewals and expansion targets
Play anintegral part in developing account strategy to build and expand the OracleCloud footprint.
Contributeto the strategic direction of the Customer Success team through leading andparticipating in internal management initiatives, also at a global level
Be a leader with high levels of energy, passion,creativity and enthusiasm
Success will be realized through taking holistic responsibilityfor the Key / Strategic account(s) in ASEAN through establishing stronginternal alignment and proactive & value-
added customer engagements.
Essential Knowledge,Skills, Abilities, and Background
10+ Years experienceworkingin customer facing environmentsas a technology focused lead, spanning development, cloud operations, servicedelivery and project management
Demonstrated ability tomanage difficult situations (technical + interpersonal) routinely sought afterto address extremely complex, critical customer issues
Strong risk managementand mitigation skills
Proven communication, consulting andrelationship-building skills : credible key account manager engaging with up toC-level Execs.
Previous experience of a Software Vendor (SaaSpreferred) along with ability to understand customer's industry and corebusiness processes to maximize value with Cloud solutions.
Ability to work within a highly competitive andcomplex environment
Capable of building and maintaining strongrelationships with a diverse set of internal and external constituenciesincluding senior level executives, legal, technical, finance, support, salesand marketing experts
Entrepreneurialmindset being able to put yourself into the customers shoes and drivingcontinuous improvement and optimization
Innovative, embracing the new and drive innovationsjointly with the customer
High levels of energy, creativity and enthusiasm
Knowledge of Oracle’s products / solutions andcompetitive products would be an added advantage
BS / MBA degree preferred
Detailed Description and Job Requirements
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 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. Work with larger clients. Provide input into the CSM methodology and direction.
Act as mentor to newer CSMs on a voluntary basis.
Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical / business skills in area of specialization.
Recommended 7 to 10 years of professional experience. Demonstrated experience in implementation or client facing relationship experience.
Understanding of various technical architectures and operating systems. Industry experience is desired.