Oracle Client Success Director in Burlington, Massachusetts
Job Identification : 111546
Job Category : Sales
Job Locations :
Burlington, MA, United States
As Director, Global Customer Success, you will drive the innovation and modernization of our programs for customer success. We're building a Our Customer Success team to support our growing company customer base in our latest clinical trial and safety software. We need a strong leader to help us redefine the way we implement Customer success across a broad spectrum of products that support Life Sciences and a broad spectrum of customers. This includes strategies, implementation, and delivery of a new model that engage customers as we set them up to succeed.
This position requires a broad global perspective and leadership with cultural aptitude and curiosity across a diverse, global organization, as well as the ability to navigate the sophisticated challenges of a constantly evolving organization. You must be highly adaptable to change and demonstrate both the ability and flexibility to vision conceptualization and get-it-done tactical execution. In addition the concept of think differently â act differently is key to the success position, a level of excitement is key the strategy of this position. This position reports into the HSGBU Global Vice President of Customer Success.
At Oracle Health Sciences, we work collaboratively as a team. We ambitiously strive for perfection and do not settle for âjust OK.â We are curious and committed to continuous self-improvement. We use data and experience to improve our decisions. We are kind to each other and believe that diversity in thought leads to the best outcomes.
Here's What You'll Do:
Provide excitement and passion with your leadership and direction
Provide thought leadership in developing the customer success journey of new customers and existing customers.
Establish our customer success strategies based on our new Customer Success Model that align with Oracle Health Scienceâs new brand. Then implement them
Implement and ensure the delivery of the new Customer Success model across our customers
Measure how these new customers success models/strategies have improved our customersâ experience. And, based on insights, iterate to make them even better.
Management/Leadership for customer success resources within the HSGBU
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 on going customer relationships to drive renewals, maximize timely renewals and up sell to the client. Drives client issue resolution by bringing the appropriate resources in to assist or escalating to VP.
Develop and implement communication/marketing plans that keep everyone âin the knowâ about customer success.
Develop a network of partners, building positive relationships to facilitate getting things done.
Drive the evolution of our new Customer Success model/program.
Collaborate with key partners (Executive Leadership, HR, Operations, Sales and Product Engineering, and Services) to ensure solutions are relevant, drive outcomes, and reinforce the culture across Oracle Health Sciences.
Drive engagement that fosters an environment of continuous learning to encourage growth and adoption of new customer success methodoloties.
Engage with the HSGB Unity team to ensure that all learning programs are available to a diverse team of global employees and embed equity and belonging in each customer success activity.
Deliver Customer Success through engament.
Here's What You'll Bring to the Table:
Excitement and Passion for customer success
Bachelor's degree or equivelant experience
Demonstrated experience in implementation or client facing relationship experience.
Understanding of various technical architectures and operating systems.
Experience managing high level client relationships and escalations. (Life Sciences Industry experience is desired).
Minimum 10 years of demonstrated ability in leadership/management roles.
A history of optimally driving large-scale global programs to completion within time and budget.
Proficient in customer success strategies, Knowledge of industry customer success
Proven track record of establishing a high-quality customer success models programs that together achieve the desired vision
Ability to navigate the sophisticated issues of a scaling organization and build the case for continued investment in customer success
Specific experience being responsible for customer success
Change won't get you down! Highly adaptable to shifting organizational needs to build consensus in direction
Measure! Experience crafting performance indicators to evaluate the effectiveness of customer success
Strategic problem solver who can also dive in for some tactical execution.
Outstanding partnership skills, adept at developing and maintaining effective working relationships across all levels of management and organizations with a consultative and collaborative style that allows for influence without authority
Passion for curiosity and continuous improvement
Experience in clinical research and development or healthcare preferred
Drive maximum adoption of Oracle solution and identify/drive product expansion opportunities via high value relationship with the client.
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 on going customer relationships to drive renewals, maximize timely renewals and up sell to the client. Owns resolution of client issues acting independently. Plans regional coverage and staffing models. Interfaces with virtual team to accomplish goals.
Assists in the development of short, medium, and long term plans to achieve strategic objectives. Regularly interacts across functional areas with senior management or executives to ensure unit objectives are met. Prefer 12 years of professional experience with at least 5 years People Manager experience as well as P&L responsibility for at least 3 years. Successful track record in information systems implementation of client experience management or related experience. Experience managing high level client relationships and escalations.
Innovation starts with inclusion at Oracle. We are committed to creating a workplace where all kinds of people can be themselves and do their best work. Itâs when everyoneâs voice is heard and valued, that we are inspired to go beyond whatâs been done before. Thatâs why we need people with diverse backgrounds, beliefs, and abilities to help us create the future, and are proud to be an affirmative-action equal opportunity employer.
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, age, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
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