Senior Manager – Global SaaS&Apps , Customer Success Services (CSS)
Oracle is a technology leader that’s changing how the world does business – and our Customer Success Services (CSS) team supports over 6,000 companies around the world. We’re looking for an experienced and self-motivated leader to lead a team of technical subject matter experts located in Saudi Arabia as our Senior Manager. Join our Global CSS leardership team and actively contribute to accelerating our customers success by leading our team of highly skilled technical experts who build and maintain our clients’ technical landscapes through tailored support services. https://www.oracle.com/customer-success/
Job requirements
The background you should have for this job
- Minimum 15 years IT organization background. Proven experience of working within a strategic resourcing and delivery environment
- Managed a Team of 10+.
- Have experience in leveraging onshore and offshore teams, in multi-culture environment.
- Relevant technical knowhow and experience in Oracle Applications implementations, management and support (full life-cycle) . Project Management (PMP) certification or extensive Project Management experience, would be an advantage.
- Below mentioned Key Credentials with proven track record is needed:
- Working globally
- Building efficient delivery/virtual capabilities and teams
- Customer Management
- Supporting Sales, Presales and Project Managers
- Engineering Service Scoping
- Customer Focus
- Leadership / Leading Change
- Managing team`s performance
- Promoting Business Ethics
- Problem Solving and Innovation
- High Communication quality
- Services delivery quality
- Resource Utilization & Development
- Planning and Organizing Delivery Management
- Automation and Tooling
- Escalation Management
Other Qualifications :
- MBA or/and PMP is recommended.
What you will do
Lead and develop a team of technical subject matter experts, functional consultants and developers , responsible for working with customers to give the guidance and support the operation of Apps&SaaS, delivering services that drive customer success and innovation. Being an active contributor in the CSS Business and Portfolio development.
You will be measured on Customer satisfaction (internal and external customers), retention and growth, team utilisation, team development and retention, Practice development and XLOB collaboration including Product Management, Customer Success Leadership and Product Support, Consulting.
Thrive in this crucial role!
Scope
- Be responsible for the successful technical delivery of CSS contracts into designated customer accounts within one or more country/region, covering core Apps Pillars
- Form part of the EMEA CSS management team, with shared accountability for technical capability throughout EMEA
- Be accountable as the point of contact, within the region/technology, to assure appropriate technical skills and resource coverage to fulfil CSS delivery commitments in the most efficient way – whether they be on-site, remote or third party
- Lead service/product development activities/initiatives as required
- Drive skills development of team members in line with CSS objectives, and their personal development plans, career goals (Individual contributors)
- Engage closely with the regional CSS TAM Organization and CSS Sales to understand and provide the resources and the skills needed to deliver proper, effective and efficient CSS Services
- Collaborate closely with other managers within the support organization
- Develop strong relationships with partner organizations and other third parties as required to extend, in a flexible way, CSS delivery capacity
Responsibilities
- Regular interaction with sales, delivery account teams to ensure appropriate solutions are being identified and implemented
- Active participation with the relevant regional and global collaboration programs to oversee the sharing of best practices, technical knowledge and experience among the ASE community
- Assist in developing business models in a variety of situations that impact customers and Oracle positively
- Provide leadership and direction to the team with coaching and mentoring capabilities
- Appraisal of their directs, setting of realistic measurable objectives and agreed personal development plans
- Ensure Team Utilisation, global centers usage and Delivery cost are aligned with agreed targets and anomalies are identified and act upon
- Evangelize the value of Customer Success Services to the customer base and other lines of the Oracle business
- Act as a senior management point for escalation of customer issues
- Ensures the proper technical resource allocation to CSS service
- Understands Oracles and CSS product/solutions portfolio and knows how to win relative to competition.
- Ensure the managers and the team leaders validate and improve the quality of CSS processes and services as agreed by CSS leadership
- Ensure the team contributes to the wider development of services/product development activities/initiatives to contribute to customer success and business generation
Key Strategic Deliverables:
- Driving Growth (enhance delivery capabilities, identify new opportunities, reduce expenses)
- Innovation (New Services, Process automation, New Tools, Product innovation, Build Competency).
- Enhance Visibility (Customer visibility, internal visibility).
- People Focus (Career development, Performance management)
- Operational Excellence (24x7 Operations, Fixed Scope services, Quality improvement)
- Achieve Revenue target.
- Achieve margin % target.
Measurements
Achieve quantitative objectives. The main KPIs for the role are:
- Team Utilization %
- Global Centers contribution %
- Staff development and retention
What we will offer you
- A competitive salary with exciting benefits
- Flexible and remote working so you can do your best work
- Learning and development opportunities to advance your career
- An Employee Assistance Program to support your mental health
- Employee resource groups that champion our diverse communities
- An inclusive culture that celebrates what makes you unique
At Oracle, we don’t just respect differences — we celebrate them. We believe that innovation starts with inclusion, and that to create the future, we need people with a diverse set of backgrounds, perspectives, and abilities. That’s why we’re committed to creating a workplace where all kinds of people can do their best work. When everyone’s voice is heard and valued, we’re inspired to go beyond what’s been done before.
https://www.oracle.com/corporate/careers/diversity-inclusion/
Career Level - M3
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