Customer Success Executive, KSA – CSE

Customer Success Executive, KSA - CSE-2200089V

Applicants are required to read, write, and speak the following languages
: English
Preferred Qualifications

Background
Oracle has a clear objective to become the global leader in enterprise cloud
solutions and, SaaS is a critical element in our growing Cloud portfolio. As
part of the Cloud commitment, Oracle has created the EMEA Customer Success
Group which is responsible for supporting SaaS implementation, adoption, and
renewal. A key team within this new group is the Customer Success team which
focuses on the post sales relationship, partnership and alignment with SaaS
customers. As such, their goal is to enhance the customer experience, drive
product adoption and increase customer satisfaction to secure subscription
renewal and identify upsell opportunities

This is high profile team that presents an exciting opportunity to be part of
a group that is essential to Oracle's future and growing success in the SaaS
business.

Location: Saudi
Level: IC5

Job Description
The objective of the Customer Success Executive (CSE) is to maximize customer
retention and expansion by facilitating activities and guiding them to the
solutions value while also driving increased SaaS revenue. The CSE works at a
strategic level across all product pillars in the cloud, leading teams in the
delivery and continuous improvement of large scale transformational cloud
projects. In this role you will act as an enabler and trusted advisor to the
customer to ensure they remain successful and engaged with their entire Cloud
solution so they understand the full value of their investment with Oracle.
For this role you will need to be definitive in your goals but flexible in
your approach. As part of the role you will continuously improve on your
network and internal relationships, working closely with sales, implementation
success managers and customer success managers to enable further adoption of
Oracle products within your customers. You are one team, all responsible for
delivering value to the customer with strong product knowledge and discovery
expertise.

You will be responsible for delivering consistent, adherent and diligent
collaboration with the internal stakeholder team, including the relevant
Customer Success Mangers (CSM), to ensure pro-active in delivery of value to
your customers. The CSMs are the experts in their pillars and will be key
points of contact with the appropriate C-level leads in the customers. You
will work collaboratively with them to deliver activities that fit with the
strategic direction of the customer over the entire cloud estate. Teamwork and
regular communication between you both is fundamental to delivering the
overall objective to the customer.

Essential Duties and Responsibilities
* Collaborate with the Account Director, relevant CSMs and broader account team to develop and deliver an overall account strategy and plan for the customer, that directs company resources to encourage renewal and return of investment cross pillar.
* Develop and maintain a continuous close relationship with the relevant Key Account Director(s) throughout the customer lifecycle.
* Facilitate relationships across various customer teams, brands, and/or departments to further strengthen Oracle's partnership with customers.
* Regularly provide visibility of account at an executive level both internally and externally, defining: progress against customers' business objectives; any metrics that define success to the customer (ROI); and identifying risks and appropriate mitigations.
* Deliver regular business reviews and success plans to senior executives and key business stakeholders.
* Coordinate cross pillar activities across the account to ensure significant milestones for your customer such as upgrades, new releases and new features are managed effectively and with no adverse impact on co-existing pillars and identifying lessons learnt for future milestones within or across pillar.
* Collaborate with the CSM to engage and understand the customers cloud strategy within pillar in order to guide the customer by providing resources that can assist their strategic business direction and aligning across pillar.
* Support the CSMs in their role acting as a 'coach' in working effectively with the customers support service to ensure it is being effective for enhancement requests and escalations.
* Develop a strong relationship with the senior leadership in your customer on a technical and business level.
* Support the CSM in promoting and educating customers on the resources and wider customer communities available to the customer. These are the forums which will encourage engagement, drive future projects forward and optimal utilization.
* Support the CSMs in collaborating with Oracle's Reference team to ensure 'reference fatigue' is avoided and customers can take advantage of our reference program.
* Understand the value of the internal Oracle processes and tools available to assist your search for answers and for pro-active planning.

Essential Background
* Experience in a customer facing role involving cloud based/SaaS technology with collaboration of senior stakeholders.
* Proven ability to delivery complex projects with multiple internal and external stakeholders.
* Proven ability to develop and cultivate lasting customer relationships with limited resources.

Desirable Background
* Degree in related field, Computing or Business & Information Technology preferred.
* Strong technical understanding around cloud solutions, operating concepts and infrastructure (cloud, integration, lifecycle management etc).
* Experience in delivering continuous improvement and change effectively to organisations.

Essential Skills & Abilities
* Project management and delivery including effective risk management skills.
* Pro-active commercial acumen.
* Leadership and effective influencing skills.
* Written and verbally communicate a complex message in a simplistic way.
* Team working and collaboration.
* Resilient, managing pressured situations effectively.
* Confident and engaging presentation skills, personable, positive, approachable & tenacious with effective objection handling skills.
* Extremely diligent & succinct organisation & communication skills.
* Strong desire to learn and develop personally.
* Strong time management work ethic and focus on delivery.
* Able to travel at short notice ‎50% of the time.
* Mirroring & ability to engage and be engaging at all levels.

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/replenish/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 implementation or client facing relationship experience. Understanding of
various technical architectures and operating systems. Industry experience is
desired.

As part of Oracle's employment process candidates will be required to
successfully complete a pre-employment screening process. This will involve
identity and employment verification, professional references, education
verification and professional qualifications and memberships (if
applicable).
Job : Sales
Location : SA-SA,Saudi Arabia-Riyadh
Job Type : Regular Employee Hire
Organization : Oracle