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Sr Manager - Customer Success - Boise, ID #3757710

Company: Oracle

Date: 08/13/2017

Category: Computer Software

City: Boise, ID

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. The Client Relations Senior Manager is responsible for delivery of departmental results for the U.S. Operation through successful direction of line managers and their staff within the department. You will ensure high levels of customer satisfaction by making certain that quality and productivity guidelines are established and strived for by each team, driving quality/productivity improvement efforts, understanding and conveying strategies of the Oracle Support Services organization, and positioning the organization within support and Oracle.

The Senior Manager will be responsible for all aspects of the respective US Client Relations organization, including the direction of department managers and their staff. A large component of this job is to translate departmental goals into performance objectives for each line manager and measure departmental and individual performance against plan. To accomplish this goal, you will jointly develop and implement an employee development plan for each line manager and recommend strategies for improvement areas. Your role will also include first line approval for salary and bonus recommendations as well as approving all personnel decisions (including hiring, promotion, transfer, compensation, and disciplinary action).

Manages and controls activities in multi-functional areas of sections. Ensures appropriate operational planning is effectively executed to meet Corporate specifications. Bachelors degree as well as at least 5 years Client Relations experience or appropriate related experience at Oracle. A proven track record of excellent problem solving and research skills, and excellent communication skills, while projecting a positive, professional image. Because of the nature of this position, you should have excellent communication skills, as well as the ability to provide leadership and direction to a professional team. As a Manager, you will demonstrate good judgment in the balancing of customer, employee, and company objectives.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.

The Construction & Engineering Customer Success team provides assistance in ensuring our customers are successful in implementing, running and maintaining Oracle Primavera products. The major focus is providing guidance to our Oracle Primavera customers throughout their relationship and partnership with our organization and then providing visibility of our customers' needs back into our organization.

The Sr. Manager is responsible for leading a team of CSMs that are focused on the Primavera cloud customers. Your job is to mentor and lead the team in working directly with customers to drive adoption and engagement. Driving collaboration and operational improvements with key internal business partners will also be a large focus.

Duties and Responsibilities

  • Manage team of CSMs who are responsible for customer onboarding, change management activities and ongoing service delivery relationships

  • Drive team towards achievement of key customer success outcomes including customer satisfaction and referenceability resulting from a positive customer experience**

  • Define and optimize the cloud customer lifecycle by standardizing interaction points and identifying opportunities for continuous improvement. **

  • Collaborate with key internal business partners to provide cloud services and identify opportunities for growth**

  • Drive process and tool adoption within CSM team to ensure deep engagement**

  • Serve as escalation point for customer issues to ensure timely resolution**

  • Ensure customer feedback is communicated internally to enable ongoing product and service improvements.**

  • Use quantitative and qualitative analysis to drive operational excellence in areas of customer engagement.**

  • Recruit, develop and manage CSMs

Skills and Experience:

5 years of leading a customer facing team

Significant experience with the CEGBU products and/or targeted industry knowledge

Significant experience with cloud-based/SaaS solution offerings

10 years experience of the following : PPM/CRM/HCM/ERP applications and/or providing strategic advisory/account management services

Strong people management and mentorship skills demonstrated

Passion and empathy for customers

Strong operational discipline with an analytical and process-oriented mindset

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

Bachelors degree or equivalent experience in computer science, business, or related field

Job: *Support

Organization: *Oracle

Title: Sr Manager - Customer Success

Location: United States

Requisition ID: 17000ZAC

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