Senior Director Customer Success

Reston, VA
Mar 14, 2018
Mar 15, 2018
Executive, Director
Full Time
Oracle, a global provider of enterprisecloud computing, is empowering businesses of all sizes on their journey of digitaltransformation. Oracle Cloud provides leading-edge capabilities in software asa service, platform as a service, infrastructure as a service, and data as aservice. Oracle helps customers develop strategicroadmaps and advance their journey to the cloud from any point: new clouddeployments, legacy environments, and hybrid implementations. Oracle scomplete, integrated approach makes it easy for companies to get started in thecloud and even easier to expand as business grows. At Oracle,the Customer Success organization is on amission to deliver anunparalleledcustomer experienceallowing our customers tomaximize the valuefrom their Cloud investment.Oraclewill not be successful unless our customers are receiving clear value from our cloudsolutions and achieving their promised business outcome.This role of Senior Director CustomerSuccess exists within Oracle s Communications Business Unit. This keyleadership position will be responsible for building a customer successorganization for the business unit s emerging portfolio of cloud solutions., * Develop, implement and accomplish short, medium and long-term vision for customer success within the business unit * Define customer success plans, targets and objectives; ensure that the appropriate level of resources and capabilities exist within the team to achieve the goals * Recruit, attract and retaina team of customer success professionalsfor each functional role throughout the team * Define and optimize customer lifecycle by leading the definition of the segmentation of customer base and varying strategies * Manage customer success activities, onboarding and adoption, customer success management, renewals, cross-sell / up-sell sales leads, customer advocacy * Define operational metrics/KPIs for the team; ensure there are adequate systems for tracking metrics; create cadence for reporting progress with executive management * Develop organization to act as advocate for the customer and serve as the escalation point for ongoing customer success issues * Builds support across a wide range of stakeholders; creates a strong network of relationships among peers, partners, decision makers and stakeholders.Makes cross-functional cooperation happen * Improve internal processes and systems to achieve operational performance that meets or exceeds goals * Measure and improve customer health and attainment of customers' business objectives to increase renewal rates and reduce churn * Expand revenue in accounts through cross-sell and upsell. Influence customer lifetime value (CLV) through higher product adoption, customer satisfaction, retention and overall health scores * Leverage existing Oracle tools, systems, processes and resources to maximize customer success; collaborate with other customer success organizations within Oracle to achieve customer satisfaction * Drive product quality and product improvement by collaborating with product development (customer feedback, feature requests, etc.) * Drive the generation of new customer references by delivering on promised business outcomesDrive maximum adoption of Oracle solution and identify/drive product expansion opportunities via high value relationship with the client. Drive operational performance goals and will be responsible for achieving quarterly targets in terms of renewal rates to maximize revenue and minimize cancellations. Build team, improve internal processes and systems to achieve operational performance that meets or exceeds goals. Establish and measure group goals and team performance against specific target objectives. Participate in strategic and tactical planning for the division. Builds on going customer relationships to drive renewals, maximize timely renewals and up sell to the client. Owns resolution of client issues acting independently. Plans regional coverage and staffing models. Interfaces with virtual team to accomplish goals. Builds and maintains strong relationships with the highest levels internally and within clients. Directs and ensures the implementation of operational policies through subordinate managers. Interacts internally and externally with executive management, providing negotiation of difficult matters to influence policy. Functional expertise and broad company knowledge. Strong people/communication skills to deal with company and customers. BS or MS degree or equivalent experience relevant to functional area. Successful track record in information systems implementation of client experience management or related experience. Six or more years of successful management experience, including four or more years as a senior executive. Experience managing high level client relationships and escalations., * Have a minimum of 15 years of experience in technology, operations, or service delivery * Substantial leadership experience, with 5 years at senior management / director level * Experience effectively running an organization across regions * Previous experience for a software vendor (SaaS preferred) * History of growing a team, with examples of hiring, coaching and developing effective teams * Proactive customer value realization mindset vs. reactive issue resolution mindset * Demonstrated ability to prepare, present, and execute strategic operating plans * Results-oriented individual with a history of setting and obtaining goals and meeting aggressive timelines * Capable of building and maintaining strong relationships with a diverse set of constituencies * Confident, capable, enthusiastic self-starter with minimal need for direction * Desire to work in a start-up environment contained within a Fortune 80 company