Oracle Client Success Specialist II in Sao Paulo, Brazil

Client Success Specialist II

Preferred Qualifications

Role Summary

Reporting into

the Regional Customer Success Senior Director (or equivalent), the

Platform-as-a-Service (PaaS) Customer Success Manager will be responsible for

fusing and complementing the relationship between The Oracle Public Cloud and

our customers core business objectives throughout the Customer Life cycle from

the point of sale of the PaaS deal.

The Customer

Success Manager will be responsible for driving customer adoption through

successful on-boarding and utilization of the services, the identification and

expansion of opportunities, collaborating with xLOB’s, Support, Sales,

Development; milestone development and ongoing review of customer ‘health’ to

ensure that they maximize the usage of the platform. Ultimately the success of

this role is driving and securing a high level of customer satisfaction and

ensuring that consumption of Oracle’s Public Cloud continues in an upward

trajectory. Specific focus and measurement on renewals/replenishments and/or

expansion of existing contracts is of paramount importance.

Expanded Responsibility

  1. Serve as the primary point of contact for

customer throughout the customer life cycle from Point of Sale to

replenishment & re-contracting

  1. Ensure speedy completion of provisioning

and activation & effectively ‘on-board’ the customer and

  1. Assume responsibility for PaaS adoption and

issues escalation

  1. Performing rapid assessments of client’s

internal technology landscape and targeting use cases and deployment targets

based on PaaS technology

  1. Drive effective PaaS adoption and

utilization through collaborative effort with Oracle stakeholders such as

Sales, Sales Consulting, Oracle Consulting, Partner Network & specialist

Technical teams

  1. Prepare and educate customers on new PaaS

features and releases through product appreciation sessions and Webcasts

  1. Operate and key conduit for knowledge

transfer to install base.

  1. Monitor and identify adoption and

utilization trends, provide recommendations based on risk and customers’

business needs.

  1. Serve as the customers advocate and provide

feedback to product management and development organizations

  1. Identify replenishment risks and collaborate with

internal teams to remediate and ensure ongoing replenishment.

  1. Partner with internal Oracle stakeholders to align

account activities with the customer's business case and strategy.

  1. Driving high customer Satisfaction

  2. Develop reference accounts & customer advocates

  3. Conduct Quarterly business reviews with customer

  4. Responsibility to on-board seed systems onto Public

Cloud and provide guidance in identifying opportunities where Oracle Public

Cloud can be leveraged and upselling ancillary services and emerging

technology

Primaryresponsibilities of this role & outcomes (Details)

PaaSLife Cycle Milestone

Responsibilities

Result/ Comments

CSM

Assignment

  • Named CSM assigned

  • Introduction of CSM & roles

& responsibilities to customer

  • Defining engagement, communication & escalation protocol

  • CSMs to be assigned as soon as

the sales contract is signed (OR shared)

  • CSM contact for every account is

known to all internal stakeholders

  • Customer project tracked and

reported until go-live

Activation

& Provisioning

  • CSM work closely with Field

Sales AM, Sales Ops and HQ teams on provisioning progress

  • Exception handling for

provisioning delays / potential delays taken proactively

  • Tracking of all WIP Provisioning

& ‘RED’ of potentially ‘RED’ provisioning cases

  • Work with the customer to ensure

that they activate their environments

  • Proactive tracking of all

provisioning activities for each custome project

  • Proactive intervention when

provisioning delays are suspected or observed

  • Timely provisioning completion

for all customer projects (100% of customers provisioned &

activated within 15 days from date of order booking)

Use

Cases / Projects Identification

  • CSM to work with OCS,

Sales, Sales Consulting team &/or iTech to plan out a strategy to

help the customer understand how to utilize the PaaS modules taken up (e.g.

OCS services, 1-1 iTech engagement, if qualify, 1-many webcasts etc for other

customers)

  • CSM to track customer

utilization and “burn-down” via specified systems and tools

  • CSM/OCS/iTech to conduct product

appreciation sessions and Use case walk-through sessions with customers to

drive adoption, utilization and burn-down

  • CSM to conduct regular (ie

weekly) reviews on status for provisioning/activation, adoption and

utilization, potential for replenishment, re-contracting and expansion

  • 100% of customers with

adoption/utilization plans defined

  • 100% of customers with relevant

used cases defined

  • 80%of defined use cases

completed

  • 100% of OCS engagement for

qualifying customers

Project

Milestones Evaluation

  • CSM to engage closely with the

customer to track :

  • Project Kickoff

  • Project In-Progress

  • Project Completed

  • Project Delay

  • Risks & Mitigation actions

  • CSM to have intelligence and

understanding on customer’s experience of using PaaS to deploy their projects

and the rate of adoption and utilization throughout the customer teams

Usage

& Expansion

  • CSM to plan regular

check-points & reviews with the customer

  • CSM to track

customer usage and expansion on the relevant systems and tools

  • CSM to take the

necessary actions /interventions to drive usage and expansion

  • CSM to drive

customer reference and advocate activities

  • CSM to execute

Customer Satisfaction Survey to get feedback from the customer on PaaS

  • % burn-down of metered services

with pre-determined period of time from order booking

  • References – 30%

Replenish

or Renew

* For metered PaaS Services, CSM

to work with Sales Lead to proactively track utulization and consumption and

drive replenishment

  • For non-metered PaaS Services,

CSM to work with Sales Lead (& Retention/Renewal Reps) to complete

re-contracting for the relevant services

  • Plan and work closed with Field

Sales Lead and Sales Consulting team for expansion and cross-sell

opportunities

  • % replenishment of contracted

metered services

  • % re-contracting of non-metered

services (base) by end of contract period

  • % expansion of the base of

non-metered services by end of the contract period

Primar y contacts/positions with whom the CSM will interact, the purpose ofthe interaction.

Type of contact

Contact

Purpose of Interaction

Internal

(Customer Success)

  • Group Vice President, Customer Success / Regional Customer Success Leader

  • Direct reporting line

  • Strategy definition & feedback

  • Escalation & Issue Management

  • Customer Management

  • Business KPI Reporting & Forecasting

Internal

(Customer Success)

  • PaaS Pillar Head

  • Product Knowledge & Roadmap

  • Escalation & Issue Management

  • Validate forecasting

Internal

(Customer Success)

  • Retention Reps

  • Joint engagement & planning for retention & re-contracting

Internal

(Oracle)

  • Regional / Country Managing Directors

  • Dotted line reporting

  • Escalation & Issue Management

Internal

(Oracle)

  • Regional /Country Sales Leaders /Sales Consulting Leaders

  • Strategy definition & feedback

  • Customer management

  • Escalation & Issues Management

  • Joint engagement & planning for opportunity management

Internal

(Oracle)

  • Key Account Directors

  • Collaborative planning and execution of activities to better serve

customers

  • Pipeline generation & closure

  • GRS4KA planning execution and Cust Sat improvement planning

Internal

(Oracle)

  • OCS/Support/OU

  • Collaborative planning and execution of activities to better serve

customers

  • Pipeline generation & closure

  • Customer Orientation

  • Issue & Escalation Management

Internal

(Oracle)

  • Global Customer Programs

  • Planning and short listing of candidate reference accounts

  • During Customer Assessment Surveys

External

  • Customers

  • Engagement & outreach across the customer life-cycle

  • Project Implementation & deployment

  • Issue & Escalation Management

  • Pipeline generation during expansion & cross-sell

  • Reference

  • Renewals

External

  • Partner / SI / ISV

  • Project Implementation & deployment

  • Issue Escalation & Management

1. Knowledge/ExperienceLevel: (Information accumulated in a particular area of expertise)

Mandatory Qualifications and Experience

  • Minimum 6-8 years in an

external customer facing role

  • Demonstrated experience in positioning

IaaS, Database, Middleware and other PaaS offerings

  • 3-5 years of experience

supporting all stages of the Cloud deployment lifecycle from development to

integration and operations. With a core focus on Acquisition- Activation and

ultimately Retention of the revenue stream

  • An understanding of

application development and deployment concepts and tools that enable

successful Public Cloud transformation and organizational acceptance.

  • Enthusiasm, energy and

ability to evangelize and expanded the footprint of seeded markets in the public

cloud platform

  • Broad knowledge and

experience in Public Cloud ecosystem and IT infrastructure elements

  • Experience in a

customer-facing, role such as consultant, solutions engineer or hands on

Customer Success Manager in the Cloud ecosystem.

  • Core hands on foundational

skills based on middleware and database development

  • Excellent communication

skills, including SR tracking, issue identification and triage as well as

escalation protocols

  • Ability to travel, when

required

  • Ability to build and

maintain strong relationships with a diverse set of internal and external

business owners and stakeholders across all organizational levels

  • In-depth knowledge &

expertise on the following (DB, Application Development certified professional

will be an edge):

o

Oracle Database

o

IaaS

o

Oracle Middleware

o

Integration, Mobile

technology

o

Business Intelligence /

Analytics

o

Big Data

  • Advanced organization, time

management and project management skills

  • Advanced English written

and verbal communication skills

  • Understanding of various

technical architectures and operating systems

  • Bachelor’s degree in

computer science, business, or related field or equivalent work experience

Team

player who will innovate to continue improving the way Oracle services its

customers

Desired Attributes

  • Background or experience in

Infrastructure (IaaS) and Platform as a Service (PaaS)

  • Sense of urgency

  • Confident and assertive

  • Positive disposition

  • Self-starter and

comfortable to work autonomously

  • Ability to place oneself in

customer’s shoes

  • Ability to balance customer

needs with Oracle’s needs Willingness to 'roll up one's sleeves' and assist

wherever needed

  • Specific industry

experience is desired but no essential

DetailedDescription 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/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 package systems

implementation (Oracle Fusion Middleware, Oracle Database, Consulting

experiences) or client facing relationship experience. Understanding of various

technical architectures and operating systems. Industry experience is desired.

Detailed Description and Job Requirements

Drive maximum adoption of Oracle solution and identify/drive product expansion opportunities via high value relationship with the client.

Work with a higher volume of smaller, less complex clients to 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/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.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. 3 to 5 years of professional experience. Demonstrated experience in package systems implementation (CRM, ERP, Consulting experiences) or client facing relationship experience. Understanding of various technical architectures and operating systems. Industry experience is desired.

Job: Pre Sales

Location: BR-BR,Brazil-Sao Paulo

Job Type: Regular Employee Hire

Organization: Oracle