Client Success Director
About the role
The Oracle's Customer Success organization is a focused group of SaaS experts whose mission is to drive successful engagements through the proactive management of all facets of the customer’s lifecycle from onboarding to renewal. This is an exciting opportunity to participate in and help shape our customers’ journey to the Cloud. In this role, you will report to the Senior Director of NA SaaS Customer Success for ERP. You will manage a small number of accounts in addition to being a people manager. Work is non-routine and situationally complex, involving the execution of advanced functional skills in the area of Enterprise Resource Planning (ERP) application, Enterprise Performance Management (EPM) and Supply Chain Management (SCM) applications.
Responsibilities
- Lead a team of Customer Success Managers to attain specific team performance goals;
- Drive maximum adoption of Oracle solutions and identify/drive product expansion opportunities via high value relationships with Oracle customers;
- Interview and make hiring decisions for qualified candidates, conduct performance appraisals, and provide career development coaching;
- Frequent interactions with supervisors and/or functional peer group managers and provide regular performance metrics to senior leadership team.
Requirements & Responsibilities
- 5+ years performing Customer Success/Support Services experience of SaaS products through the sales and delivery lifecycle preferred (on-boarding, implementing, adoption, value realization and retention);
- Experience in SaaS implementations, focused on reviewing project plans, governance structure, team composition and other project related artifacts to assess risk and provide best practice guidance is a plus;
- Experience working with SaaS software customers and leading them through adoption and usage strategies and through value maximization plans for their organization;
- Experienced leading/facilitating customer success initiatives cross-functionally (Development, Sales, Consulting, Support, Customer Success, Partners);
- Strong communication & negotiation skills to influence internal stakeholders.
Qualifications
- Bachelor degree level required; advanced degree a plus;
- Travel 25%.
Ranges and Benefits
- Hiring Range in USD from: $147,300 - $243,800 per year.
- May be eligible for equity and compensation deferral.
- Eligible for commission with an estimated pay mix of 60/40 - 90/10.
Oracle’s Commitment
- Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.
- Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.
- Oracle US offers a comprehensive benefits package which includes the following:
- Medical, dental, and vision insurance, including expert medical opinion;
- Short term disability and long term disability;
- Life insurance and AD&D;
- Supplemental life insurance (Employee/Spouse/Child);
- Health care and dependent care;
- Flexible Spending Accounts;
- Pre-tax commuter and parking benefits;
- 401(k) Savings and Investment Plan with company match;
- Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
- 11 paid holidays;
- Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
- Paid parental leave;
- Adoption assistance;
- Employee Stock Purchase Plan;
- Financial planning and group legal;
- Voluntary benefits including auto, homeowner and pet insurance.
About Us
Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives. True innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing a workforce that promotes opportunities for all with competitive benefits that support our people 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 emailing accommodation-request_mb@oracle.com or by calling 1-888-404-2494 in the United States. 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.