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Posted: Thursday, 19 January 2017, 2:27 AM

Job Description: APAC Customer Success – Regional Programs Manager, Knowledge & Lifecycle Management office (SaaS & PaaS), ANZ Background Oracle has a clear objective to become the global leader in enterprise cloud solutions for both SaaS (Software as a Service) & PaaS (Platform as a Service). As part of the Cloud commitment, Oracle has created the APAC Customer Success organization which is responsible for driving adoption, deployment, consumption, replenishment / renewal & expansion of these services through-out the customer life cycle & maintain best in class customer satisfaction. The Customer Success organization aims to maximize Cloud revenue to Oracle and increase value contribution to our customers by: · Providing best of industry service to maximize customer satisfaction and enable business requirements · Leading innovation, expertise and specialization through a high performance organization · Driving the most agile and efficient renewal process while expanding existing customers Key customer-facing teams within this new group are: · Customer Success Management (CSM) Teams - focus on managing the end-to-end customer relationship throughout the SaaS & PaaS lifecycles · Implementation Success Management (ISM) Teams & Technical Teams – focus on providing the deep technical, architectural, deployment & roll-out domain knowledge & collaborate with the CSM team to ensure a positive experience for the customer when adopting & using Oracle SaaS & PaaS · Retention & Renewal Teams – focus on managing the end-to-end process for renewing the customer’s SaaS & PaaS contracts, in close collaboration with the CSM Teams, thereby retaining the Oracle customer base To enable and support this high profile and fast growing Customer Success group, Oracle is looking for Program Leads to join the APAC Customer Success Knowledge & Lifecycle Management Programs office (SaaS & PaaS). Location: Sydney, Australia (preferred) Level: IC4 - IC5 (Senior Manager - Director) Reporting to the Head of APAC Customer Success Knowledge & Lifecycle Management Office. Description As Regional Programs Manager, you will be part of the APAC Customer Success Knowledge & Lifecycle Management Program office (SaaS & PaaS) and you will also be aligned to one of the APAC sub-regions / countries. You will be responsible to take accountability to plan, execute and track various strategies & programs which are aligned to the objectives of SaaS & PaaS Customer Success, which will support the teams and enable them to execute their roles more effectively to help meet their individual & team KPIs. To do this, you will: · Work closely with the APAC Customer Success Head of Knowledge & Lifecycle Management Office to contribute to the overall Cloud Customer Success strategy. · Effectively collaborate and partner with the respective APAC Programs Leads to drive the planning & smooth execution & tracking of the defined programs to meet the defined SaaS & PaaS Business KPIs · Personally lead & execute Programs and initiatives in the following areas : o Skills Enablement and Development o Communication (Internal & External) o Partner Collaboration o Knowledge Management, Best Practices & Process Improvement o Others · Track the effectiveness and contribution of specific programs and initiatives to the overall Customer Success objectives & KPIs · Effectively collaborate and team with Customer Success teams, Technical /ISM Teams & Renewal teams to meet the defined SaaS & PaaS Business KPIs · Effectively collaborate and team with other LOB stake-holders to execute and track the defined programs to meet the defined SaaS & PaaS Business KPIs · Be a leader with high levels of energy, passion, creativity and enthusiasm Success will be realized through taking responsibility & accountability for the assigned Programs & associated Program outcomes / KPIs Essential Knowledge, Skills, Abilities, and Background · Strong track record with minimum of 10-12 years of IT/Cloud experience · Proven Program management, communication, consulting and relationship-building skills · Fluency in written and spoken English (Competency in other languages is a bonus) · Knowledge of Oracle’s products/solutions and competitive products · Excellent interpersonal, communication and leadership skills · Ability to work within a highly competitive, complex and fast-changing environment · Capable of building and maintaining strong relationships with a diverse set of internal and external stake-holders including senior level executives, legal, technical, finance, support, sales and marketing experts · High levels of energy, creativity and enthusiasm · Strong people/communication skills · BS / MS degree · Enthusiastic and highly motivated person with a desire to work in a start-up environment

Drive maximum adoption of Oracle solution and identify/drive product expansion opportunities via high value relationship with the client. Develop long term partnership with our clients to ensure they remain successful by realizing the full value of their investment with us to ensure client continues/renews contract with Oracle. Responsible for maintaining a high level of client satisfaction by being a liaison between our clients and Oracle*s internal operations. Identify product expansion/up sell opportunities. Work with larger clients. Provide input into the CSM methodology and direction. Act as mentor to newer CSMs on a voluntary basis. Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Recommended 7 to 10 years of professional experience. Demonstrated experience in package systems implementation (CRM, ERP, Consulting experiences) or client facing relationship experience. Understanding of various technical architectures and operating systems. Industry experience is desired.

Click here for more info: https://oracle.taleo.net/careersection/2/jobdetail.ftl?job=16000M3V&lang=en


• Location: Sydney

• Post ID: 21545237 australia
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