Regional Business Operations Partner – Customer Success
NetSuite Inc
Bucharest, Romania, RO
5 zile în urmă

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Regional Business Operations Partner Customer Success-21000H9EApplicants are required to read, write, and speak the following languages : English

Preferred Qualifications

The Regional Business Operations Partner is a role within the EMEA SaaS organization, where you will be the trusted advisor and business partner, dedicated to Regions and / or Programs within the EMEA SaaS Customer Success organization .

You will report to the EMEA SaaS Customer Success Business Operations Leader and will be striving for operational efficiency within your region and area of responsibilities.

This is an individual contributor role.

RESPONSIBILITIES

  • Provide Strategic Support to the Business Leadership
  • The Regional Business Operations Partner will act as trusted business advisor to the Regional Customer Success Leader. This includes active engagement in areas, such as :

  • Drive business planning and optimal territory coverage
  • Participate in Go To Market (GTM) planning, budgeting and territory planning
  • Advise Regional Customer Success Leaders and management team on KPI achievement, tracking, actions required, target setting
  • Liaise with Finance on compensation related matters within the given compensation model .
  • Support Regional SaaS Customer Success Leader in collaboration with other LoBs (Sales, Consulting..).
  • Improve constantly the operating model to focus on automation, to align with corporate strategy and to build on organizational learning.
  • Support the principle of learning organization, sharing and implementing best practices.
  • Building Customer Success through Operational Excellence, Collaboration, Discipline, Focus and Execution
  • The Regional Business Operations Partner s responsibility is to drive efficient and effective execution of the SaaS Customer Success strategy, to develop mechanisms for its implementation, monitoring and further improvement.

    It involves reviewing and improving the efficiency of the team, improving performance and ensuring clarity on processes and tools. This inludes also :

  • Prepare regular analysis of Customer Success Managers (CSM) performance, advise on areas of improvement and actions needed
  • Provide business intelligence on data trends and reccomendations on business decisions for the region
  • Review and implement the regional SaaS CSM governance . Communicate governance elements relevant to SaaS CSM teams
  • Design, review and approve processes and reports to enable performance tracking and business execution
  • Prepare and attend internal business reviews with VP / SVP level stakeholders
  • Participate in regional business and account reviews, follow-up on actions
  • Communicate agreed KPIs, benchmarks, actions to SaaS CSM management and teams
  • Monitor data quality in usage of CSM systems and initiate improvement actions
  • Participate in Cluster / Country CS boards, follow-up of actions
  • Coordinate Cross-Line of Business (x-LOB) cooperation
  • Act as EMEA subject matter expert for designated processes
  • Feedback to EMEA level on possible improvements
  • Tools & Processes Automation
  • Advise and educate the leaders and teams on efficient use of Oracle available tools to monitor the business
  • Promotes continuous improvement and optimization of business monitoring tools and inputs to ensure their relevancy to business model and business focus
  • Formulate requirements on systems & tools and process changes to the process responsible team
  • REQUIRED SKILLS / EXPERIENCE

    Essential

  • Expert in analyzing vast amounts of data, organizational and process performance reports, identifying trends, paterns, areas of improvement;
  • translating it into actionable items and communicating to business leaders and management.

  • Experience with high-volume transactional environment
  • Ability to influence and drive process improvements
  • Ability to excel in a fast-paced, cross-functional and dynamically changing environment
  • Experience in setting up and implementing governance
  • Solid process and project management experience
  • Ability to run strategic programs and initiatives, engaging highest levels of the organization
  • Ability to analyze problems and challenges and outline related solutions fast, balanced and in a highly structured manner
  • Good organization awareness
  • Outstanding communication and influencing skills
  • Business management experience
  • Experience in working with international diverse teams
  • Fluency in English
  • Outstanding Excel skills
  • Master’s degree
  • Desirable

  • Experience in top tier consulting firm
  • Good knowledge of XaaS (PaaS, IaaS, SaaS) industry
  • Experience in a subscription based Customer Success organization (XaaS, mobile, telco preferred)
  • Experience in creation or re-design of an organization
  • Experience in setting up and implementing governance
  • XaaS product and process knowledge
  • Minimum Qualifications

  • 5+ years of relevant work experience.
  • Degree / diploma in appropriate discipline (or equivalent).
  • Detailed Description and Job Requirements

    Provides programs to improve operational efficiency, consistency, and compliance in support of the organization*s financial and tactical business objectives.

    Provides business practices and processes. Develops, communicates, and trains the organization on business practices and processes.

    Serve as a liaison with other divisions such as Finance, Contracts, HR, Legal, Shared Services, Accounts Receivable, Purchasing, and Risk Management in an effort to ensure accurate and timely transaction processing.

    Collect, input, verify, correct, and analyze data to measure key performance indicator actual versus business objectives.

    Provide updates to management regarding budget to actual, informing them of deviations and opportunities. Provide management with economic impact and compliance issues surrounding key business decisions and / or deals.

    Communicate Oracle Business Practices to the organization and monitor process and approvals for full compliance. Drive implementation of new processes and procedures.

    Job duties are varied and complex utilizing independent judgment. May have project lead role. Attention to detail critical.

    Ability to collect, organize, and display data in spreadsheet format. Follow-through skills necessary to get information from internal and third parties and have data errors / omissions corrected.

    For this, relationship management skills strongly desired. Strong written and verbal communication skills to interact with management and possible clients desired.

    5 plus years relevant work experience.

    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).

    Location

    RO-RO,Romania-Bucharest

    Job Type

    Regular Employee Hire

    Oracle

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