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Customer Success Leader, Nordics

Published date more than one year ago
Posted: more than one year ago
Company Oracle
Company: Oracle
Location Finland
Location: Finland

Field Customer Success Leader (CSM) – Oracle Technology

Oracle’s Public Cloud Customer Success Team

Oracle's Cloud mission is to bring its leading enterprise technology and business applications software to customers, anywhere in the world, through the Internet.

Oracle Cloud is a broad set of industry-standards based, integrated services that provide customers with subscription-based access to Oracle Platform Services, Application Services and Social Services, all completely managed, hosted and supported by Oracle.  With predictable subscription pricing, Oracle Cloud delivers instant value and productivity for business users, developers and administrators.

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.

Primary Responsibilities

Reporting into the Customer Success Leader for North, the CSM Leader for Nordic’s will be responsible for managing the PaaS and IaaS adoption and renewal business in Nordics. Also fusing and complementing the relationship between The Oracle Public Cloud and our customer’s 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 Nordics.

The Customer Success Leader will need to proactively identify and prioritize opportunities, and collaborate with Sales, Presales, Development, Support, Consulting and Partners (etc) to improve the customer’s use of the Technology Cloud portfolio.  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 PaaS and IaaS adoption, utilization and renewal business in Nordics

·       Managing and building the CSM team for Nordics

·       Provide forecasts on likely future customer consumption

·       Provide forecasts on likely replenishments, renewals and expansions 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

·       Management experience, including sales and people management.

·       5 years+ of Sales Experience

·       5 years+ of experience with Oracle Technology

·       Proven track record in sales

·       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

·       Fluent English as well as local language mandatory

·       Ability to travel 40%+

As part of Oracle’s employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).