Customer Success Director - Payer and Life Sciences

About the team

Lead a team of Customer Success Executives to drive customer retention and contract based growth, overseeing Payer and Life Sciences teams. With immense market opportunity, product readiness and business focus accelerating, we need market leadership in these areas. 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.

Description

Lead a team of Customer Success Executives to drive customer retention and contract based growth, overseeing Payer and Life Sciences teams. With immense market opportunity, product readiness and business focus accelerating, we need market leadership in these areas.
 

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.
This role will lead a team of Customer Success Executives 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.   You will also be responsible for Interviewing and making hiring decisions for qualified candidates, conducting performance appraisals, and providing career development coaching. The role also involves frequent interactions with supervisors and/or functional peer group managers and providing regular performance metrics to senior leadership team.

Responsibilities

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.
The Preferred Qualifications include:

Customer Success: The ideal candidate will have a background in delivery of customer success services for Life Sciences and/or Payer customers. We are looking for a person who is talented in helping customers maximize their use and value of their subscription services and adoption of SaaS feature/functions.  Experience with SaaS implementation methodology, retention strategies, and subscription renewals and expansion considered a plus.

People Management: 12 years of professional experience with at least 5 years managing individual contributors.  Preferred experience developing and leading a customer facing team. 

Client Management: Successful record of accomplishment in information systems implementations and client experience management of production system operations.

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

Travel 25%

Qualifications

Disclaimer:

US: Hiring Range in USD from: $147,300 to $243,800 per annum. May be eligible for equity and compensation deferral. Eligible for commission with an estimated pay mix of 60/40 - 90/10.

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:

1. Medical, dental, and vision insurance, including expert medical opinion

2. Short term disability and long term disability

3. Life insurance and AD&D

4. Supplemental life insurance (Employee/Spouse/Child)

5. Health care and dependent care Flexible Spending Accounts

6. Pre-tax commuter and parking benefits

7. 401(k) Savings and Investment Plan with company match

8. 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.

9. 11 paid holidays

10. 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.

11. Paid parental leave

12. Adoption assistance

13. Employee Stock Purchase Plan

14. Financial planning and group legal

15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

Career Level - M4