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Job Description

Scope:

• Owns and manages the P&L for the Customer Success Services for Middle east and Africa.

• Leads and manages the CSS MEA TAM organisation responsible for the successful delivery of Customer Success Services contracts into designated customer accounts.

• Collaborates closely with the CSS MEA sales teams to assist the renewal, expansion and new business activities.

• Develops and maintains ‘C’ level relationships with key CSS customers

• Supports the management/development of the careers and aspirations of team members – Managers and individual contributors

• Collaborates with Oracle teams across lines of business such as Tech and Apps Cloud Sales, Systems Sales, Premier Support, Customer Success and Consulting

• Collaborates closely with peers in other EMEA regions and the global CSS Engineering and Cloud Operations teams to ensure the effective and efficient delivery of services to CSS customers

• Collaborates with partner organisations and other third parties as required

• Maintains an innovation agenda by supporting CSS global functions, such as Product Management, Go to Market, Service Engineering and Business Operations

• Drives and supports improvement service management initiatives for CSS in MEA and EMEA in areas including customer satisfaction, delivery quality and tools/systems.

Career Level - M5

Responsibilities

Responsibilities:

• Deliver CSS contracts (MEA Customers) successfully, focused on Customer Success

• Manage the business to ensure Revenue (forecasting and recognition), Margin, Expenses, Utilization and high / low cost delivery mix is delivered against agreed targets and can identify and explain any anomalies

• Performance Management of individual team members (managers and individual contributors), setting of realistic, measurable goals and agreed personal development plans

• Understand the Oracle strategy and be able to align the CSS strategy to this and provide thought leadership and direction to the business, customers and team members

• Evangelize the value of Customer Success Services to Oracle’s customers/partners and other lines of the Oracle business

• Contribute to and support sales and pre-sales teams in the pursuit of new, expansion opportunities

• Oversee the adoption of the Service Value Reviews to ensure customers understand and receive value from services delivered in order they see reasons to renew contracts. Identify and implement risk mitigation actions when concerns are raised by customers, CSS sales or other Oracle stakeholders

• Contribute to the development of MEA business strategy and understand and align the Delivery organisation to this strategy

• Act as a management point for escalation for CSS customers and senior XLOB leaders

• Develop and maintain relationships with senior management teams across lines of business within Oracle MEA and EMEA

• Oversee the development of the CSS Delivery practices to ensure effective and efficient service delivery of signed contracts and a high level of customer satisfaction

• Contribute at a global level to the development of services/product management, activities/initiatives and tools/processes improvement programs

Accountabilities:

• Manage the P&Ls and take appropriate action to ensure budgets/KPIs are met

• Monitor the contract base(s) to ensure revenue is being maximised, revenue yields are in line with expectations and the evolution is positive (ie growing), taking action when appropriate.

• Monitor Service Delivery effort and report against agreed budget(s) ensuring margin and utilization targets are achieved.

• Ensure all service-related systems and documentation required, either contractually or as part of a programme, are up to date and accurate

• Provide timely management reports as requested by Senior CSS Management

• Work in line with customer working practices and procedures, if contractually agreed

• Operate in accordance with Oracle’s policies, business processes and procedures.

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/

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About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

Disclaimer:

Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer