Job Title: Readiness Manager – SaaS CustomerSuccess EMEA & JAPAC
Reportingto the Sr. Director of SaaS Customer Success EMEA & JAPAC, you will beexecuting the delivery of soft skill trainings to Customer Success Managers andwill be assigned to the enablement of the Digital CSM Teams based in Bucharest,Dalian and Bangalore.
As part ofthis role, you will be working in a team with other Readiness Managers and willbe rolling out specific trainings and enablement activities to upskills theCustomer Success Managers both in EMEA and JAPAC.
Oracle'sSaaS Customer Success organization enables our customers to achieve the highestbusiness value and profit from their investment in Oracle Cloud. We do so byengaging experts (Customer Success Managers - CSMs) to provide our customers withthe right advice and service to be successful in the adoption of Cloud. The ReadinessManager role is critical to upskill the CSM’s both in soft skills and specializedenablement initiatives for the Digital CSM Team. The Digital Customer SuccessManagers works with Customer in a remote and face to face capacity and with theuse of Digital Platforms. This position covers both EMEA and JAPAC region andsome time flexibility is required to support the business.
EssentialDuties & Responsibilities:
·Work closely with the Enablement andReadiness teams for the development and successful implementation of theEnablement initiatives to upskill Customer Success Managers.
·Define and drive the execution of the DigitalCSM Enablement curriculum across EMEA and JAPAC.
·Collaborate with the team in thecreation of case study and enablement material.
·Determine training priorities in linewith business objectives defined by the CS leadership and management.
·Deliver soft skill training to CSM’sbased on soft skills and other requirements.
·Project manage a number of initiativesto transform the CS organization as Trusted Advisor.
·Implement metrics and measurements forsuccess of programs, business impact and analysis.
·5+ years’ experience in delivery of training
·Proven experience inenablement and/or coaching
·Understand customer management orcustomer success
·Understanding of business applicationsand the impact of disruptive technology in all industries
·Proven track record of leading andimplementing strategic programs in a matrix organization
·Experience with cloud-based/SaaSsolution offerings is desirable
·Experience creating/executing programsin particular soft skill
·Experience in delivering content viasocial media, webinars and other relevant online delivery channels and methods
·Degree or relevant experience inLearning Management, Talent Development, Professional Development, LeadershipDevelopment
·Desirable to have Service Cloudknowledge / customer call center
·Fluency in spoken and written English,at the level of delivering webinars and in class trainings, desirableadditional language skills in other European Languages, such as French, Dutch,Spanish or Chinese.
Essential Skills and Abilities
•Excellent interpersonal,communication, influencing and presentation skills
•Structured thinking and strong projectmanagement capabilities
•Self-motivated and able to work underpressure
•Ability to lead a virtual team andsolve complex problems
•Able to build rapport and leadremotely
•High level of energy, enthusiasm andpassion Inherently curious, creative and innovative
•Live and breathe the desire andcommitment to making others thrive
•Excellent organization, projectmanagement, time management, and communication skills, proven track record inexcellent presentation skills in virtual delivery is a definitive asset
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).