Job Description

Oracle is a technology leader that’s changing how the world does business. We’re looking for an expert and self-motivated person. We appreciate you taking the time to review the list of qualifications and to apply for the position. Come and join us!

As Oracle SaaS Customer Success Services (CSS) team, our mission is to ensure the success of our SaaS install base, help our customers drive value from their investment in our SaaS applications while deploying more and growing their usage. Oracle has the most complete and unified portfolio of modern, cloud based business applications in the world and a large and successful customer base.

Career Level - IC4

Responsibilities

What You’ll Do

The objective of the Customer Success Executive (CSE) is to improve customer retention and expansion by facilitating activities and guiding them to the solutions value while also driving increased SaaS revenue. The CSE works at a strategic level across all product pillars in the cloud, leading teams in the delivery and continuous improvement of large scale groundbreaking cloud projects. Act as an enabler and trusted advisor to customer to ensure they remain successful and engaged with their entire Cloud solution so they understand the full value of their investment with Oracle. You need to be definitive in your goals but flexible in your approach. As part of the role you will continuously improve on your network and internal relationships, working closely with sales, implementation success managers and customer success managers to enable further adoption of Oracle products within your customers. You are one team, all responsible for delivering value to the customer with strong product knowledge and discovery expertise.

You will be responsible for delivering consistent, adherent and diligent collaboration with the internal stakeholder teams and will work collaboratively with them to deliver activities that fit with the strategic direction of the customer over the entire cloud estate.

As a Customer Success Executive, you will:

Collaborate with the Sales Manager and broader account team to develop and deliver an overall account strategy and plan for the customer, that advises company resources to encourage renewal and return of investment cross pillar

Develop and maintain a continuous close relationship with the relevant Account Team throughout the customer lifecycle

Facilitate relationships across various customer teams, brands, and/or departments to further strengthen Oracle’s partnership with customers

Regularly provide visibility of account at an executive level both internally and externally, defining progress against customers’ business objectives; any metrics that define success to the customer (return on investment); and identifying risks and appropriate mitigations

Deliver regular business reviews and success plans to senior executives and key business stakeholders

Coordinate cross pillar activities across the account to ensure significant achievements for your customer such as upgrades, new releases and new features are handled effectively and with no adverse impact on co-existing pillars and identifying lessons learnt for future achievements within or across pillar

Engage and understand the customers cloud strategy within and cross pillar in order to guide the customer by providing resources that can assist their strategic business direction across pillar

Support other CSMs in their role acting as a ‘coach’ in working effectively with the customers support service to ensure it is being effective for enhancement requests and customer concerns

Develop a positive relationship with the senior leadership in your customer on a technical and business level

Support in collaborating with Oracle’s Reference team to ensure ‘reference fatigue’ is avoided and customers can take advantage of our reference program

Understand the value of the internal Oracle processes and tools available to assist your search for answers and for pro-active planning

Required Skills/Experience

What You’ll Bring

You have that rare combination—a sharp technical brain and a head for business. You’ll use this to help customers achieve real-world success with our products. We also look for:

Experience in a customer facing role involving cloud based/SaaS technology with collaboration of senior stakeholders

Consistent track record to delivery sophisticated projects with multiple internal and external stakeholders

Consistent track record to develop and cultivate lasting customer relationships with limited resources

Strong technical understanding around cloud solutions, operating concepts and infrastructure (cloud, integration, lifecycle management etc)

Experience in delivering continuous improvement and change effectively to organisations

Project management and delivery including effective risk management skills

Pro-active commercial competence

Leadership and effective influencing skills

Written and verbally communicate a sophisticated message in a simplistic way

Resilient, handling pressured situations optimally

Confident and engaging presentation skills, personable, positive, empathic tenacious with effective objection handling skills

Very diligent succinct organisation interpersonal skills

Strong desire to learn and develop personally

Strong time management work ethic and focus on delivery

Able to travel at short notice 50% of the time

Mirroring ability to engage and be engaging at all levels

Life at Oracle and Equal Opportunity

An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.

In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.

Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.

At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles to perform crucial job functions.

That’s why we’re committed to creating a workforce where all individuals can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.

Disclaimer: Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

• Which includes being a United States Affirmative Action Employer https://www.oracle.com/corporate/careers/diversity-inclusion/

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

Disclaimer:

Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer