Customer Success Director – Enterprise Risk and Finance

As part of the Cloud commitment, Oracle FSGBU has created the Customer Success group which is responsible for supporting cloud implementation, adoption and renewal worldwide. You will be working with household names and the leaders in the Mobile Telecom space.

The Customer Success team focuses on:

1. Better sales execution on Cloud deals: Customer Success leads the enablement of the field with regards to Cloud and works closely with sales to ensure that we are able to deliver on the promise.


2. Delivering on the promise: Customer Success owns the ongoing relationship, driving partnership and alignment with SaaS customers. Their goal is to enhance the customer experience and increase customer satisfaction in order to secure subscription renewal and expand the usage and footprint in the account. In this role you will act as a strategic advisor to your clients to ensure they maximise the value of their investment


3. Being the Voice of the Customer: Customer Success works as the customer advocate and ensures that emerging requirements are fed back to product management. 

To be successful at this role, you will need to have:

1. Deep understanding of the Risk and Finance domain in Financial Services. You will have worked for a bank, a technology company or a systems integrator delivering solutions to banks. 


2. Understanding of Technology: This is not a hands-on role, but you must be familiar with technology, service delivery and project management. We run mission-critical systems, and you will be the lead for delivering a reliable service to our clients. You will be expected to certify on Oracle Cloud Infrastructure (OCI). You shall use your network in Oracle to support prompt resolution of issues and will be the trusted advisor who provides guidance on best practices for Oracle solutions on the Cloud.


3. Client-facing Skills: Clear and precise communication, writing, presenting, managing expectations and escalations are all part of the role. You will be facing off to C-level executives and you will need experience of dealing with senior stakeholders.


4. Commercial Acumen: You will need to be able to work with contracts, structuring solutions and delivery around commercial constructs, seek expansion opportunities and identify new commercial propositions. You will have a keen understanding of the value we deliver to each of our customers in real terms.


5. Tenacity: Change takes time and effort. You will need to identify, advocate for, and drive change. 

This is a new position, in line with the expansion of the business. This is a high visibility role, working with our most strategic clients, in one of the fastest growing areas of the business. Work is non-routine and complex. Other Customer Success Managers roles have previously held development, sales, pre-sales, solution architect, solution consulting and consulting roles. If you’re naturally attracted to solving problems, you’ll love it here.

Requirements: 

• Essential: Experience of working with Revenue Management and Billing 


• Recommended 8 to 12 years of professional experience. 


• Experience with OFSAA, Bank Analyzer, Aptitude, or similar systems – OFSAA preferred


• Experience in working in a business consultancy role


• Technical background in engineering, sales engineering, consulting, business analyst or solutions architecture, SaaS experience preferred


• Understanding of various technical architectures and operating environments deployed at customers today. 


• Proven ability to develop and cultivate lasting customer relationships with a diverse set of internal and external stakeholders including senior executives, legal, technical, finance, support, sales, and  marketing experts


• Project Management experience with proven capability to lead cross functional business and technical teams to provide timely issue resolution


• Ability to create and sell business cases to internal and client audiences


• Excellent organisation, time management, and communication skills


• Willingness to 'roll up one's sleeves' and assist wherever needed


• Team player who will work within the company to continue improving the way Oracle serves its customers

At Oracle, we don’t just value differences—we celebrate them. We’re committed to creating a workplace where all kinds of people work together. We believe innovation starts with diversity and inclusion.

https://www.oracle.com/corporate/careers/culture/diversity.html

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Career Level - IC5

• Delivering and communicating ROI for our clients, throughout the customer lifecycle, linking these benefits back to the key business issues of the client


• Being the trusted partner for the customer on use-case and product functionality


• Create customer deliverables (presentations, business process enhancements, strategy recommendations and updates) suitable for a diverse set of constituents from senior executives to application end users


• Represent Oracle as a domain and product expert in customer interactions, industry and corporate events, and online in both customer-facing and internal communities


• Develop and maintain extraordinary relationships with clients to ensure a great customer experience and retention while helping to grow our incremental revenue


• Serve as the source for information regarding the customer’s business needs and provide customer feedback to for instance Product Management, Sales, and Marketing.


• Partner internally to identify expansion opportunities and ensure non-event renewals.


• Guide your customer through significant service milestones such as upgrades, new releases etc.


• Act as a point of escalation for your customer’s critical issues


• Provide input into the Customer Success Management methodology and direction. 


• Act as mentor to newer CSMs on a voluntary basis.