Sr. Director Customer Success, North America - Remote

Oracle

null

United States

Customer Service / Call Center
(No Timezone Provided)

Job Description

Oracle's Customer Success organization is a focused group of SaaS authorities whose mission is to drive successful engagements through the proactive management of all facets of the customer’s lifecycle from onboarding to renewal. This is an exciting opportunity to participate in and help craft our customers’ journey to the Cloud.

In this role, you will report to the Vice President of Customer Success for North America. You will lead a region of customer success managers passionate about the HCM SaaS space across all industries. Work is non-routine and situationally complex, involving the execution of sophisticated functional skills in the area of Human Capital Management applications.

This role will lead a team 20+ of CS Management and Customer Success Managers to attain specific team performance goals; drive maximum adoption of Oracle solutions and identify/drive product expansion opportunities via high value relationships with Oracle customers. You will also be responsible for Interviewing and making hiring decisions for qualified candidates, conducting performance appraisals, providing career development coaching and taking vital corrective action for poor performers as needed. The role also involves frequent interactions with supervisors and/or functional peer group managers and providing regular performance metrics to senior leadership team.

The Preferred Qualifications include:

Customer Success: The ideal candidate will have a background in customer success services for a SaaS HCM / or other back office product line. We are looking for a leader who is dedicated in helping CSMs and customers improve their use and value of their subscription services and adoption of SaaS feature/functions. Experience with SaaS implementation methodology, retention strategies, and subscription renewals and expansion considered a plus.

People Management: 12 years of professional experience with at least 5 years leading individual contributors. Preferred experience developing and leading a customer facing team.

Client Management: Successful record of accomplishment in information systems implementations and client experience management of production system operations.

Products: Oracle Cloud functional experience with Oracle HCM products or similar product in the market. Certification in these products considered a plus.

Requirements & Responsibilities
  • 12+ years of professional experience with at least 5 years leading individual contributors as well as other management functions. Preferred experience developing and leading a customer facing team years handling Customer Success/Support Services experience of SaaS products through the sales and delivery lifecycle preferred (on-boarding, implementing, adoption, value realization and retention)
  • Experience in SaaS implementations, passionate about reviewing project plans, governance structure, team composition and other project related artifacts to assess risk and provide standard methodology mentorship is a plus
  • Experience working with SaaS software customers and leading them through adoption and usage strategies and through value maximization plans for their organization.
  • Experienced leading/facilitating customer success initiatives cross-functionally (Development, Sales, Consulting, Support, Customer Success, Partners)
  • Strong communication & negotiation skills to influence internal partners
    • Education

    Bachelor degree level required; advanced degree a plus

    Travel & Location

    Travel 25% / Location US (preferably West part of the United States)

    Life at Oracle:

    An Oracle career can span industries, roles, countries and cultures, giving you the opportunity to address new roles and challenges, while blending work and life. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry. To nurture the talent that makes this happen, we work hard to build a vibrant and inspiring workplace that celebrates diverse, hardworking teams where everyone can contribute. We take care of each other, and value giving back to the community. We have flexible work arrangements and offer benefits including generous paid parental leave and comprehensive premium medical insurance.

    We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

    At Oracle, we don’t just respect differences—we celebrate them. We believe that innovation starts with inclusion and to create the future we need people with diverse backgrounds, perspectives, and abilities. That’s why we’re committed to creating a workplace where all kinds of people can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.



    Drive 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.

    Sr. Director Customer Success, North America - Remote

    Oracle

    null

    United States

    Customer Service / Call Center

    (No Timezone Provided)

    Job Description

    Oracle's Customer Success organization is a focused group of SaaS authorities whose mission is to drive successful engagements through the proactive management of all facets of the customer’s lifecycle from onboarding to renewal. This is an exciting opportunity to participate in and help craft our customers’ journey to the Cloud.

    In this role, you will report to the Vice President of Customer Success for North America. You will lead a region of customer success managers passionate about the HCM SaaS space across all industries. Work is non-routine and situationally complex, involving the execution of sophisticated functional skills in the area of Human Capital Management applications.

    This role will lead a team 20+ of CS Management and Customer Success Managers to attain specific team performance goals; drive maximum adoption of Oracle solutions and identify/drive product expansion opportunities via high value relationships with Oracle customers. You will also be responsible for Interviewing and making hiring decisions for qualified candidates, conducting performance appraisals, providing career development coaching and taking vital corrective action for poor performers as needed. The role also involves frequent interactions with supervisors and/or functional peer group managers and providing regular performance metrics to senior leadership team.

    The Preferred Qualifications include:

    Customer Success: The ideal candidate will have a background in customer success services for a SaaS HCM / or other back office product line. We are looking for a leader who is dedicated in helping CSMs and customers improve their use and value of their subscription services and adoption of SaaS feature/functions. Experience with SaaS implementation methodology, retention strategies, and subscription renewals and expansion considered a plus.

    People Management: 12 years of professional experience with at least 5 years leading individual contributors. Preferred experience developing and leading a customer facing team.

    Client Management: Successful record of accomplishment in information systems implementations and client experience management of production system operations.

    Products: Oracle Cloud functional experience with Oracle HCM products or similar product in the market. Certification in these products considered a plus.

    Requirements & Responsibilities
  • 12+ years of professional experience with at least 5 years leading individual contributors as well as other management functions. Preferred experience developing and leading a customer facing team years handling Customer Success/Support Services experience of SaaS products through the sales and delivery lifecycle preferred (on-boarding, implementing, adoption, value realization and retention)
  • Experience in SaaS implementations, passionate about reviewing project plans, governance structure, team composition and other project related artifacts to assess risk and provide standard methodology mentorship is a plus
  • Experience working with SaaS software customers and leading them through adoption and usage strategies and through value maximization plans for their organization.
  • Experienced leading/facilitating customer success initiatives cross-functionally (Development, Sales, Consulting, Support, Customer Success, Partners)
  • Strong communication & negotiation skills to influence internal partners
    • Education

    Bachelor degree level required; advanced degree a plus

    Travel & Location

    Travel 25% / Location US (preferably West part of the United States)

    Life at Oracle:

    An Oracle career can span industries, roles, countries and cultures, giving you the opportunity to address new roles and challenges, while blending work and life. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry. To nurture the talent that makes this happen, we work hard to build a vibrant and inspiring workplace that celebrates diverse, hardworking teams where everyone can contribute. We take care of each other, and value giving back to the community. We have flexible work arrangements and offer benefits including generous paid parental leave and comprehensive premium medical insurance.

    We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

    At Oracle, we don’t just respect differences—we celebrate them. We believe that innovation starts with inclusion and to create the future we need people with diverse backgrounds, perspectives, and abilities. That’s why we’re committed to creating a workplace where all kinds of people can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.



    Drive 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.

    Apply