Na Customer Success Management

**Who We Are**At Oracle, we see ourselves as changing the World through our own commitment to customer success, as well as by enabling our customers achieve their vision. This can range from finding cures for Covid 19, to supporting refugees and children in need, and enabling companies deliver transportation and logistics services to the World. Our long established techonology as well as our research into new ones are helping solve real World problems, and we are looking for more colleagues to join us. We believe that different points of view are essential for innovation and we will offer you the chance to be part of an inclusive culture where individuality thrives. We also see sustainability as a core value of ours, as we run our business responsibly and continue to invest in environmentally friendly business practices, and also aim for building sustainable relationships both internally with our colleagues and externally with our customers and the communities we are part of.**What Does Oracle’s Customer Success Organization Do**At Oracle, we count on the executive team to deliver customers success and help solve customer’s business problems with creativity and passion, always ready to learn something new. We’re seeking an experienced Customer Success Country Manager to join us in this mission, with a focus on driving growth for Oracle Cloud (SaaS) by leading a team of CSMs in our North American customer success management organization (MX) focused on delighting our customers. Our mission is to to be a catalyst for Oracle’s customer success. We want to help our clients realize the maximum value of their Oracle Cloud solutions. We help unlock the full potential of Oracle Cloud by focusing on business outcomes. Indeed, the Customer Success Organization plays a key role in driving business outcomes across: (1) customer, (2) product, (3) partners/implementors, and GTM/sales.- CUSTOMER SUCCESS: We are the single source of truth across the complete customer lifecycle. Our goal is to live in the currency of customer success driving product adoption, Customer Lifetime Value, net retention (NDR), 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, being the glue for ensuring winning customer success from pre-sales to Day 2. Simply, Oracle’s Customer Success Organization amplifies customer trust, conversions, and renewals via a solution and time to value focus. In turn, we create customers for life**YOUR FUTURE ROLE : NA CSS Services - Customer Success Management Country Manager (MX)**We’re on the precipice of a generational change in how Oracle enables customer success and Oracle’s Customer Success Organization is in the midst of a customer centric transformation. We’re helping our clients around the globe redefine customer experience, unifying front, middle, and back office for a 360-degree view of the customer. We’re looking for a distinctive leader who has successfully led a team of Customer Success Managers in the F500 technology and/or SaaS landscape(s) and who understands how to unlock the full potential of any given customer. If you embrace change and a transformation always on mindset than this will be an extremely rewarding opportunity. Specifically, you will take a key role in managing a team of Customer Success Managers, mitigating risk and maximising chances of an assigned customer portfolio within our North America region, including:- Lead a group of North America Customer Success Managers (located in MX) supporting customers across different industries to secure Oracle Cloud customer footprints and grow cloud ARR.- Improve SaaS lifecycle KPIs including time to go live, renewal rates, customer references, & cloud services and revenue growth.- Collaborate with the North America customer success team to improve strategy, customer experience and customer success.- Build and foster customer management with creative teams that are committed to our culture of innovation and customer success.- Ensure a tight collaboration model with the xLoB teams working with customers and facilitating customer success.**Key Areas YOU’LL Execute Upon**Oracle has embraced the notion of living in the currency of customer success as the gateway to profitable growth. The key mandate is no longer convincing executive stakeholders “why” customer success matters but rather “how” Oracle will be the best-in-class provider of customer success. As such, some of the key areas this CSM Country Manager and their team will answer and execute upon are the following:- How to provide an elevated CSM offering - one that differentiates Oracle from the competition?- How to manage “business” rather