Oracle PaaS Field Customer Success Manager Middle East OD Prime (English & Arabic speaking) in Dubai, United Arab Emirates
PaaS Field Customer Success Manager Middle East OD Prime (English & Arabic speaking)
Field Customer Success Manager(CSM) – PaaS/IaaS
Oracle’s Public Cloud Customer SuccessTeam
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.
into the Director of Customer Success, the Customer Success Manager will be
responsible for driving Oracle Public Cloud adoption in the Oracle Digital
Prime customers and thus ensure on the long term renewal and expansion of the Cloud
Success Manager will build, complement and strengthen the alignment between
Oracle Public Cloud and core business objectives and priorities of our Oracle
Digital Prime customers, with the ultimate goal to increase the business
added-value and relationship between Oracle and its valued customer community.
The Customer Success Manager will be responsible to stimulate and
accelerate customer’s Cloud adoption through successful on-boarding and
utilization of the PaaS and IaaS services. He/She will need to
proactively identify and prioritise use case scenarios and opportunities, to coordinate
and help with the implementation of the solution, including problem solving,
milestone development and ongoing state of the customer reviews to ensure that
customers maximize their usage of the platform. The Customer Success Manager
will be required to collaborate with PreSales, Support, Sales, Development,
Consulting and Partners ( in general the overall Oracle ecosystem) to coordinate
and improve the customer’s use of Technology Cloud.
Ultimately the success of the Customer Success Manager ‘s role is
driving and securing a high level of customer satisfaction and ensuring that utilization
of Oracle Public Cloud continues in its upward trajectory.
Serveas the primary point of contact for Oracle Digital Prime customer’s post Cloudsales activities
Assumeresponsibility for Public Cloud PaaS and IaaS adoption and issuesescalation
Driving high customer Satisfaction
Perform rapid assessments of clients internal technologylandscape, identify use case scenarios and deployment targets for PublicCloud technology
Responsibilityto on-board seed systems onto Public Cloud and provideguidance in identifying opportunities where Oracle Public Cloud can beleveraged and upselling ancillary services and emerging technology
Conductregular business reviews with clients
Serveas the customers advocate and provide feedback to product management anddevelopment organizations
Identify replenishment risks and collaborate with Oracle internalteams to remediate and ensure ongoing replenishment
Partner with internal Oracle stakeholders to align accountactivities with the customer's business case and strategy
Provideforecasts on likely future customer consumption and renewals
Prepare and educate customers on new features / services
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 installbase
Experience & Qualifications
Proven experience of Oracle Technology success withcustomers
Experience in a customer-facing role
An understanding of development and deployment concepts andtools that enable successful Public Cloud deployments
Added-value selling skills
Ability to become a trusted customer advisor and to build anetwork of influence within the customer
Proactive and proven approachto problem solving
Enthusiasm, energy and ability to evangelize and expand thefootprint of seeded markets in the public cloud platform
Broad knowledge and experience in Public Cloud ecosystemand IT infrastructure elements
Excellent communication skills, external customercommunication, but also internal communication, including escalation coordination
Ability to work with an expanded team within Oracle
Flexibility, this is a high growth area that requiresagility
Fluent English and French language mandatory
Ability to travel 40%
Detailed Description and Job Requirements
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.
Job Type: Regular Employee Hire