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Global Customer Success Senior Manager
2 months ago
The Central Client Success organization is responsible for customer longevity, retention, and incremental revenue growth and is hiring for a Global Customer Success Senior Manager. The Senior Manager will be responsible for leading a team of Client Success Specialists focused on maximum adoption of Oracle solutions and identifying/driving product expansion opportunities through high value relationships with existing clients.
The Senior Manager will be responsible for leading their team and achieving quarterly targets in terms of renewal rates to maximize revenue and minimize cancellations. They will also be responsible for developing their team and working to improve results through greater efficiency and productivity. They will establish and measure group goals and team performance against specific target objectives and work to create expansion sales opportunities. As part of their role, they will be expected to interview and make hiring decisions for qualified candidates, conduct performance reviews, provide career development coaching, take necessary corrective action for poor performers, and provide regular performance metrics to senior management.
The ideal candidate will be energized with building a bright Customer Success future and have deep knowledge in Customer Success and cloud services. Direct experience with leading sales and/or account management teams and driving organizational excellence is desired. They will also have had prior experience working with and leading different customer-facing sales disciplines and have an understanding of the challenges and opportunities associated with organic growth. This person will serve as the primary liaison between key Global Business Units covered by the Central Client Success organization. The ability to quickly build trust and confidence with business stakeholders is also needed.
5+ years of progressively increased responsibilities in customer-facing sales and account management roles is desired. 7 years of professional experience with at least 2 years of people management experience is preferred. Proven track record in managing multiple operational initiatives through completion with the ability to also support and help close complex deals. Skilled in bringing all stakeholders to the table to resolve complex challenges with competing priorities. Ability to thrive in a dynamic environment and re-engineer business processes where needed that deliver tangible results. This role is responsible for overseeing all customer renewal functions, initiatives, processes, and best practices as well as leading, training, developing, and cultivating an already outstanding high performing team.
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 ongoing customer relationships to drive renewals, maximize timely renewals and upsell to the client. Drives client issue resolution by bringing the appropriate resources in to assist or escalating to VP.
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