Job 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. 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