Client Success Snr Manager (Saudi)

What Does Oracle’s Customer Success Organization Do?

Our mission is to be a catalyst for Oracle’s customer success. We help our clients realize the maximum value of their Oracle Cloud solutions and unlock the full potential of Oracle Cloud by focusing on business outcomes. The Customer Success Organization drives business outcomes across : (1) customer, (2) product, (3) partners / implementors, and (4) GTM / sales. CUSTOMER SUCCESS : We are the single source of truth across the complete customer lifecycle, aiming to drive winning NPS, CLV, and referenceable logos. PRODUCT SUCCESS : We demonstrate the art of the possible across Oracle’s unified suite of offerings, driving adoption and ensuring alignment among customer processes, data, and product(s). PARTNER SUCCESS : We train, enable, and certify partners, using SI success as a gateway to customer success. GTM SUCCESS : We are the catalyst for advancing ONE Oracle, ensuring winning customer success from pre-sales to Day 2. Responsibilities

Customer Relationship Management :

Build and nurture strong, long-lasting relationships with key customers. Serve as the primary point of contact for escalated customer issues and ensure timely resolution. Team Leadership :

Lead and mentor a team of Customer Success Representatives. Foster a collaborative and customer-centric culture within the team. Customer Onboarding :

Oversee the onboarding process for new clients, ensuring a seamless and positive experience. Develop and implement effective onboarding strategies to drive customer success. Product Expertise :

Develop a deep understanding of our products and services. Provide guidance and insights to customers on maximizing the value of our offerings. Renewals and Expansion :

Work closely with the sales team to identify opportunities for upselling and cross-selling. Drive customer renewals by demonstrating the ongoing value of our solutions. Feedback and Improvement :

Gather customer feedback and collaborate with internal teams to continuously improve products and services. Implement best practices to enhance the overall customer experience. What You’ll Bring

Passion for cross-industry consultative conversations and building trusted advisory relationships with customers and partners. Deep product and market expertise in Cloud Delivery, including customer needs, competitive landscape, and key industry trends. 7+ years of experience in product line and / or cloud transformation. Proven experience leading end-to-end success of cloud solutions across Product and other functions (e.g., Marketing, Sales, Service, Alliances, Support). A highly collaborative leader who can navigate different personalities and foster teamwork. Experience achieving outcomes in complex environments. Key Skills / Qualifications

Master degree or equivalent. Proven experience in customer success management with a track record of targets achievement. Ability to work effectively within a matrix and virtual organization. Experience as Program Director of transformational and international SaaS initiatives. Experience managing turnaround of escalated IT transformation projects. Functional expertise in SaaS (ERP / HCM) and understanding of SaaS contracts and implementation costs. Flexibility to work from home or travel across the region (up to ~50% travel). Level 3 : +7 years of relevant experience in a customer success role. Level 4 : +10 years of proven experience in customer success management. Desired Skills / Qualifications

PMP Certification or similar. International experience across the MEA region. How You Will Be Measured

Referenceable logos, CSAT, NPS, CLV, renewals, install base expansion, time to first value, account health indicators, revenue and margin metrics, NDR, and other indicators of customer success. What We Offer

A driver’s seat in a top project and program director role with Oracle internal and external visibility, and a stepping stone for further career growth. Hands-on, customer-facing experience with Oracle’s largest regional accounts. Part of Oracle’s Global Customer Success organization and expansive cloud ecosystem networking opportunities. About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We are committed to growing an inclusive workforce and to opportunities for all. 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, or veteran status. Oracle will consider qualified applicants with arrest and conviction records pursuant to applicable law. Seniority level : Mid-Senior level

• Employment type : Full-time
• Industries : IT Services and IT Consulting

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