Job Description
Customer Experience Manager - Costa Rica - Puerto Rico
The Customer Experience Manager (CXM) position focuses on proactive customer engagement with Oracle Cloud Infrastructure (OCI). The responsibilities require the candidate to own and build relationships with C-level customers and have a solid understanding of the Oracle Cloud solutions to ensure customer's success on various service and product-related offerings. The CXM achieves this success by providing optimal customer experience meanwhile consuming Oracle cloud solutions, thus impacting their business with use of OCI technologies.
In this role, you will be the country/regional leader of a talented team responsible for the partnership with a set of designated customers throughout their cloud journey. You will be the Leader of Leaders in the frontline of strategic customers, who will need you to advocate and articulate their demands inside Oracle and its associated partners. At this role you will own C-level relationship with customers on different stages of their Oracle Cloud journey.
You’ll be measured on driving operational performance goals and will be responsible for achieving quarterly targets in terms of renewal rates to maximize revenue and minimize cancellations. You will build and transform large teams, improve internal processes and systems to achieve operational performance that meets or exceeds goals. You will participate in strategic and tactical planning for the division. Your team will own resolution of client issues acting independently and coordinating extending teams globally on behalf of your customers.
Additional Responsibilities:
- Manages the accountability for both cloud services and customers.
- Develop and maintain relationships with senior leadership across lines of business and third parties.
- Plan and deploy account governance activities to optimize Oracle and customer resources assigned to their cloud journey.
- Advise the account on effective and efficient way to use Oracle support services and products, tools, systems, interfaces, and procedures.
- Assure and improve the quality of the service and maintain accurate account information.
- Communicate opportunities for customers to engage with Oracle such as technical events and business seminars.
Qualifications
- 12+ years of Customer Success and/or Services experience within Enterprise customers.
- 5+ years leading directly large organizations, preferably with P&L ownership.
- Fluent Portuguese and English; Spanish desirable.
- Experience within a Service Delivery and cloud architecture is desired.
- Executive Sponsorship & Collaboration. Experience on executive positions leading large organizations.
- A fully proficient practitioner who can communicate at all levels within the account and create opportunities for the client to grow and improve their Oracle products and services.
- Proven ability to be customer-focused and develop acumen to cultivate and develop lasting customer relations.
- Must be a Self-Starter who can demonstrate the ability to work autonomously and independently.
- Previous experience with Oracle Solutions is preferred.
Career Level - M3
Responsibilities
Responsible for managing resources that work with customers, sales, engineering, and product teams to design and implement cloud solutions for customers. Establishes business objectives, metrics and plans to ensure attainment. Provides leadership on technical cloud solutions and customer success. Identifies gaps and enhancements to influence engineering roadmaps for customer driven features. May deliver presentation demonstrations to high level customers and at conferences and events. Maintains expertise by staying current on emerging technologies. Manages the implementation of solutions and ensures successful deployments by providing direction on code development and scripting. Oversees the support of customers from Proof of Concept (POC) through production deployment of services, management of resource configuration, planning, and customer education/training. Acts as spokesperson for Oracle cloud and an escalation path for relationships.
Qualifications
Disclaimer:
Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.
Range and benefit information provided in this posting are specific to the stated locations only
US: Hiring Range: from $141,800 - $232,300 per year. May be eligible for equity and compensation deferral. Eligible for commission with an estimated pay mix of 60/40.
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
The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.
About Us
As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.
When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.
We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.
Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.
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Disclaimer:
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. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
- Which includes being a United States Affirmative Action Employer
