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    Customer Success Senior Manager UK, Europe, Africa - London, United Kingdom - Oracle

    Oracle
    Oracle London, United Kingdom

    2 weeks ago

    Default job background
    Undefined
    Description

    Our role is to ensure our customers are successful in implementing, embracing, and maturing their usage of our Construction and Engineering products.

    Our focus is collaborating with our customers throughout their relationship and partnership with Oracle and providing transparency of their needs back to the organization.

    You'll be accountable for driving departmental outcomes within the UK-Europe subregion.

    Ensuring high levels of customer satisfaction by making certain that quality and productivity guidelines are established and strived for by each team, driving quality/productivity improvement efforts, understanding, and our conveying strategies.

    The Senior Manager will lead efforts for all aspects of the CSM team. A large component of this job is to translate departmental goals into performance objectives and measure against plan. To accomplish this goal, you will jointly develop an employee development plan and recommend strategies for improvement areas.

    Your role will also include first-line approval for salary and bonus recommendations as well as approving all personnel decisions (including hiring, promotion, transfer, compensation, and disciplinary action).

    When required, will be the lead CSM on several strategic regional client engagements.

    What You'll Do

    Customer Relationship Management

    Build and champion strong, long-lasting relationships with key customers

    Lead CSM on several strategic regional client engagements

    Serve as the primary point of contact for advanced customer issues and ensure timely resolution

    Leads change risk, issues, and run the portfolio status and 'health' to support customer satisfaction

    Team Leadership

    Lead and guide a multicultural team of Customer Success Managers

    Set departmental and individual performance goals and measure against it

    Cultivate a collaborative and customer-centric culture within the team

    As a manager, you will demonstrate good judgment in the balancing of customer, employee, and company objectives

    Provide leadership and expertise inside projects designed to move the Customer Success organization forward

    Develop and implement employee development plans for each CSM and recommend strategies for improvement areas

    Identify learning content to improve CSM knowledge and competencies

    Provide leadership and expertise in the development of tools, processes and activities performed by the CSM group

    Customer Onboarding

    Supervise the onboarding process for new clients, ensuring a detailed and positive experience

    Develop and implement effective onboarding strategies to drive customer success

    Product Expertise

    Develop a deep understanding of our products and services

    Provide guidance and insights to customers on improving the value of our offerings

    Renewals and Expansion

    Work closely with the sales team to find opportunities for upselling and cross-selling

    Drive customer renewals by demonstrating the ongoing value of our solutions

    Works closely with the Account Management, Sales and Marketing teams to support strategic client initiatives on a portfolio level

    Feedback and Improvement

    Capture customer feedback and collaborate with internal teams to continuously improve products and services

    Implement standard methodologies to enhance the overall customer experience

    If you are...

    An out-of-the-box problem solver always looking for innovative approaches and solutions. You enjoy rolling up your sleeves and solving challenges with a hands-on approach.

    You have a passion for customer success across the lifecycle-building relationships that blossom into trusted partnerships one decision at a time.

    Entrepreneurial-minded with sound judgement and can navigate complexity. You assume responsibility for your success and those around you, modelling integrity and accountability with colleagues and clients.

    ...Then we want to talk to you

    What You'll Bring

    Your passion, knowledge and eye for business and love and passion for customer success will help Oracle become the premier cloud service provider

    Ability to have Construction and Engineering industry consultative conversations regarding business challenges and opportunities building trusted advisory relationships with customers and partners alike

    Deep product and market expertise in Cloud Delivery, including customer needs, competitive landscape, and key trends in the industry

    Experience in a customer success role with experience leading remote multicultural teams

    Validated experience leading end-to-end success of cloud solutions across Product and other functions including Marketing, Sales, Service, Alliances, and Support

    A highly collaborative leader who can navigate different personalities, and work well in teams

    Significant experience with the Construction and Engineering Oracle products and excellent industry knowledge in the UK and European market

    Excellent communication skills, as well as the ability to provide leadership and direction to a professional team

    Key Skills/Qualifications

    Excellent communication in English and Spanish

    Shown experience in customer success management, with a track record of achieving and exceeding targets

    Ability to work optimally with and through a matrix and a virtual organization

    Successful track record as Program Director of ground-breaking and international SaaS transformation

    Experience in running Turnaround of increased IT transformation projects

    Bring a good level of overall functional Expertise in SaaS (especially in the C&E industry)

    Commercial sensitiveness of SaaS Software contracts and Implementation costs

    Flexibility to work from home or travel across the region when required


    • 10 years of validated experience in a customer success role
    • 7 years of confirmed experience in customer success management managing a team
    What we will offer you

    A competitive salary with exciting benefits

    Learning and development opportunities to advance your career

    An Employee Assistance Program to support your mental health

    Employee resource groups that champion our diverse communities

    Core benefits such as life insurance, and access to retirement planning

    An inclusive culture that celebrates what makes you unique

    Career Level - M3

    At Oracle, we don't just respect differences—we celebrate them.

    We believe that innovation starts with inclusion and to create the future we need people with diverse backgrounds, perspectives, and abilities.

    That's why we're committed to creating a workplace where all kinds of people 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.
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