Oracle Customer Success Director - Cloud Technology in Muenchen, Germany

Customer Success Director - Cloud Technology

Preferred Qualifications

ABOUT ORACLE

Emerging technologies are disrupting old paradigms and unleashing new opportunities. Oracle has embedded innovative technologies in every aspect of our cloud, enabling companies to reimagine their businesses, processes, and experiences.

At Oracle, we are changing the world by leading a digital transformation! We help our 400,000 customers in more than 145 countries to go beyond developing digital potential to using it to achieve, grow and compete; to think, act and be Business Digital.

  • We do it by delivering innovative services that let them do more, know more and spend less.

  • We integrate every layer of the SaaS, PaaS & IaaS stack to speed time to value, maximize performance and minimise cost.

  • And, we commit to meeting the needs of our customers and ensuring their success through their digital transformation & cloud journey.

CONTEXT

Be at the forefront of all strategic cloud infrastructure transformation discussions and lead a team of Customer Success Experts in Germany.

Recently, Gartner published their latest round of In Depth Assessments, which are a series of scorecards for the major IaaS vendors. We're excited to have taken part in this comprehensive evaluation as one of the Big 4 IaaS players.

Our inclusion in these assessments shows strong validation from top industry analysts that Oracle is firmly established among the leading hyperscale IaaS players, and that we're being recognized for our rapid pace of adding key new services while delivering the best price / performance equation in the industry.

Oracle has built a second-generation cloud infrastructure that represents a fundamental re-architecture of the conventional public cloud, because “the current state of the art of cloud defenses is just not good enough, not even close,” Oracle Executive Chairman and CTO Larry Ellison said during his 2018 keynote at Oracle OpenWorld in San Francisco.

In addition to delivering stronger security, Oracle’s second-generation cloud infrastructure also delivers price, performance, reliability, and other advantages that lead the industry, Ellison said.

For more information: https://blogs.oracle.com/oraclemagazine/generation-2-ready-for-anything

Oracle’s Cloud Customer Success Organization is a focused group of Cloud Customer Success experts whose mission is to drive successful Oracle Public Cloud utilization and replenishment through the proactive management of all facets of the customer engagement lifecycle. Join one of the most visible areas of Oracle’s continued success with Cloud; this is an exciting opportunity to be part of, and help shape, this new function.

ROLE

Reporting into the Regional Customer Success Leader, the CSM Leader for Germany will be responsible for managing the technology cloud adoption and renewal business in Germany. Also fusing and complementing the relationship between The Oracle Public Cloud and our customers’ core business objectives and priorities thereby driving increased business value and alignment between Oracle and its valued customer community. In addition, the Customer Success Leader will be responsible for managing and building the CSM team in Germany.

The Customer Success Leader will need to proactively identify and prioritize opportunities, and collaborate with PreSales, Support, Sales, Development, Consulting and Partners (etc) to improve the customer’s use of Technology Cloud. This will include problem solving, milestone development and ongoing state of the customer reviews to ensure that customers maximize their usage of the platform. Ultimately, the success of the role is driving and securing a high level of customer satisfaction and ensuring that consumption of Oracle’s Public Cloud continues in its upward trajectory.

EXPANDED RESPONSIBILITIES

  • Managing the Technology Cloud adoption, utilization and renewal business in Germany

  • Managing and building the CSM team for Germany

  • Provide forecasts on likely future customer consumption

  • Provide forecasts on likely renewals of PaaS and IaaS contracts.

  • Identify replenishment and renewal risks and collaborate with internal teams to remediate and ensure ongoing replenishment

  • Assume responsibility for Public Cloud PaaS and IaaS adoption and issues escalation

  • Driving high customer Satisfaction

  • Conduct regular business reviews with clients

  • Serve as the customers advocate and provide feedback to product management and development organizations

  • Responsibility to on-board seed systems onto Public Cloud and provide guidance in identifying opportunities where Oracle Public Cloud can be leveraged and upselling ancillary services and emerging technology

  • Partner with internal Oracle stakeholders to align account activities with the customer's business case and strategy

  • Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needs

  • Development of reference accounts

  • Operate as key conduit for knowledge transfer to install base

EXPERIENCE & QUALIFICATIONS

  • Proven track record in management role that covers either sales, presales or consulting; people management experience required (5-10 years)

  • An understanding of development and deployment concepts and tools that enable successful Public Cloud deployments

  • Enthusiasm, energy and ability to evangelize and expand the footprint of seeded markets in the public cloud platform

  • Broad knowledge and experience in Public Cloud ecosystem and IT infrastructure elements

  • Experience in a customer-facing, role such as account manager, project manager, business development manager or hands on Customer Success Manager in the Cloud ecosystem

  • Excellent communication skills, external customer communication, but also internal communication

  • Flexibility, this is a high growth area that requires agility

  • Fluency in English & German

  • Ability to travel 40%

CONTACT

Felix Wehmeyer I Principal Recruiter I Oracle EMEA Recruitment I felix.wehmeyer@oracle.com I 41 225 562 666

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, sexual orientation, gender identity, disability, and protected veterans status or any other characteristic protected by law.

Detailed Description and Job Requirements

Drive maximum adoption of Oracle solution and identify/drive product expansion opportunities via high value relationship with the client.

Drive operational performance goals and will be responsible for achieving quarterly targets in terms of renewal rates to maximize revenue and minimize cancellations. Build team, improve internal processes and systems to achieve operational performance that meets or exceeds goals. Establish and measure group goals and team performance against specific target objectives. Participate in strategic and tactical planning for the division. Builds on going customer relationships to drive renewals, maximize timely renewals and up sell to the client. Owns resolution of client issues acting independently. Plans regional coverage and staffing models. Interfaces with virtual team to accomplish goals.

Assists in the development of short, medium, and long term plans to achieve strategic objectives. Regularly interacts across functional areas with senior management or executives to ensure unit objectives are met. Prefer 12 years of professional experience with at least 5 years People Manager experience as well as P&L responsibility for at least 3 years. Successful track record in information systems implementation of client experience management or related experience. Experience managing high level client relationships and escalations.

As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).

Job: Sales

Location: DE-DE,Germany-Muenchen

Other Locations: DE-DE,Germany-Potsdam, DE-DE,Germany-Hamburg, DE-DE,Germany-Frankfurt, DE-DE,Germany-Duesseldorf

Job Type: Regular Employee Hire

Organization: Oracle

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