Background

Oracle has a clear objective to become the global leader in enterprise cloud solutions and, SaaS is a critical element in our growing Cloud portfolio. As part of the Cloud commitment, Oracle has created the EMEA Customer Success Group which is responsible for supporting SaaS implementation, adoption, and renewal. A key team within this new group is the Customer Success team which focuses on the post sales relationship, partnership and alignment with SaaS customers. As such, their goal is to enhance the customer experience, drive product adoption and increase customer satisfaction to secure subscription renewal and identify upsell opportunities

This is high profile team that presents an exciting opportunity to be part of a group that is essential to Oracle’s future and growing success in the SaaS business.

Description

The objective of the ERPM and HCM Customer Success Manager (CSM) is to help maximize client retention and success while also driving increased subscription revenue. In this role you will act as a strategic advisor to your clients to ensure they maximize the value of their investment with Oracle’s SaaS portfolio.

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 Cloud solutions.

You will work towards helping drive renewal of your customer’s SaaS subscriptions and work closely with the account team to enable further adoption of Oracle SaaS products within your assigned customers.

Duties and Responsibilities

• Work with customers and account team to define and document the customer’s business objectives and definition of success (ROI). Gather baseline metrics and work with customer to calculate and demonstrate success with the Oracle ERP/EPM/SCM and HCM Cloud Solutions
• Partner with the account team to develop successful account strategies and plans that direct company resources to maximize retention of existing subscription contract and expand sales opportunities within assigned accounts.
• Educate customers on the Oracle ERP/EPM/SCM and HCM SaaS strategy & value propositions as well as new product features and functions to audiences ranging from Senior Executives to technical stakeholders
• Position Oracle’s value proposition as part of our overall business solution, linking these benefits back to the key business issues of the client
• Engage with customers to do regular health checks and advise on optimal utilization of their investment in Oracle Cloud.
• Build C-level relationship with customer executives and help them to design change management programs to expedite users Cloud adoption
• Be the customers strategic expert to share industry trends, best practices, competitive insights and product roadmap
• Own & drive enablement initiatives for ERP / EPM / SCM and HCM Cloud solutions for the Europe North Customer success team 
• Manage relationships and participate in business reviews with regional product sales leaders
• Be the regional liaison working with Oracle Global teams (ERP/EPM/SCM/HCM Prod Dev/Centre of Excellence (COE), Product Expert Groups) to present and support Europe North customer’s & customer success teams requirements
• Participate in Quarterly business reviews with customers senior executives & key business stakeholders
• Guide customers through significant service milestones such as upgrades, new releases etc.
• Collaborate with account team encouraging customer advocacy and creation of case studies to help maintain the Client Referral program

Essential Knowledge, Skills, Abilities, and Background

• Significant sales-, pre-sales-, or implementation experience with Oracle ERP/EPM/SCM/HCM SaaS solution offerings and a passion to communicate their value to clients.
• Pre-sales / Implementation or Support experience with Oracle cloud-based/SaaS solution offerings- preferably in the area of ERP/EPM/SCM/HCM Cloud.
• Demonstrated experience working with the executive level in client environments
• Proven ability to develop and cultivate lasting customer relationships with a diverse set of internal and external constituencies including senior level executives, legal, technical, finance, support, sales, and marketing experts
• Working knowledge of the following business areas\:
  • Financial Management Processes
  • Supply Chain Processes
  • Human Capital Mngt Processes
• Project Management experience with proven capability to lead cross functional business and technical teams to provide timely issue resolution
• Strong Analytical and report interpretation capabilities
• Ability 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
• Team player who will work within the company to continue improving the way Oracle serves its clients
• Excellent verbal and written communication skills
• Fluency in spoken and written English & Swedish.
• Excellent organization, time management, and project management skills
• Willingness to 'roll up one's sleeves' and assist wherever needed
• Ability and willingness to travel regularly.
• Bachelor’s degree or equivalent experience in computer science, business, or related field (Masters preferred)