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Oracle

Manager, Cloud Customer Success EMEA
Utrecht Area, Netherlands, NL - Information Technology and Services

As a manager of the Client Success Specialist team, you are responsible for leading, mentoring and growing the Client Success Specialists, who in turn are responsible for driving customer adoption, satisfaction and results of the Oracle SaaS solutions.

 

This role is a key component to Oracle’s strategy to improve customer retention and advocacy. The Client Success team exists to enable our customers to deliver exceptional customer experience utilizing our technology.

 

You will be required to work closely with the Director of Client Success for EMEA to ensure regional targets are met for renewals and expansion within the existing customer base.

 

Essential Duties and Responsibilities

 

• Hire, develop and retain a team of Client Success Specialists dedicated to delivering account management based services that ensure client satisfaction and results
• Ensuring team focus on client retention and expansion and achievement of team targets
• Serve as the Client Success Specialists’ liaison to internal teams to drive customer engagement and process improvements
• Assist in quarterly forecasting on renewal and expansion within the customer base assigned to your team
• Ensure team delivery on quarterly metrics including client results, sales and the execution of client review meetings
• Engage with the sales team to ensure that Oracle is properly positioning the Client Success Management group
• Serve as an escalation point for resolving issues that are escalated by Client Success Specialists
• Ensure that Client Success Specialists are meeting standards set forth in the Client Success methodology
• Actively mentor individual Client Success Specialists by participating in client meetings (in-person and remote) and coaching them on how to improve.
• Contribute to the strategic direction of the Client Success Specialist team through leading and participating in internal initiatives.
• Oversee and guide the career paths of team members, including annual performance reviews

No salary provided

Posted May 25, 2015 at 02:23AM from LinkedIn http://ift.tt/1AoR3pE
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