Oracle Customer Success Director (ORMB / Billing) in Boston, Massachusetts
Customer Success Director – Revenue Management and Billing
Financial Services, US
NOTE: We are unable to provide visa sponsorship for this role at this time. No candidates requiring visa sponsorship will be considered.
Oracle is a global leader in financial services software and is strongly committed to the global financial services industry. Oracle has brought together the industry's best application and technology ecosystem for evolutionary transformation, providing customers with the largest footprint of functional assets. Oracle's progressive transformation strategy for financial services industry is executed through the Oracle Financial Services Global Industry Unit (FSGIU).
As part of the Cloud commitment, Oracle FSGBU has created the Customer Success group which is responsible for supporting cloud implementation, adoption and renewal worldwide. You will be working with household names and the leaders in the Mobile Telecom space.
The Customer Success team focuses on:
Better sales execution on Cloud deals: Customer Success leads the enablement of the field with regards to Cloud and works closely with sales to ensure that we are able to deliver on the promise.
Delivering on the promise: Customer Success owns the post sales relationship, driving partnership and alignment with SaaS customers. As such, their goal is to enhance the customer experience and increase customer satisfaction in order to secure subscription renewal and expand the usage and footprint in the account. In this role you will act as a strategic advisor to your clients to ensure they maximise the value of their investment
Being the Voice of the Customer: Customer Success works as the customer advocate and ensures that emerging requirements are fed back to product management.
To be successful at this role, you will need to have:
Deep understanding of the Revenue Management and Billing space. You will have worked for a bank, a technology company or a systems integrator delivering solutions to banks.
Understanding of Technology: This is not a hands-on role, but you must be familiar with technology, service delivery and project management. We run mission-critical systems, and you will be the lead for delivering a reliable service to our clients. You will be expected to certify on Oracle Cloud Infrastructure (OCI). You shall use your network in Oracle to support prompt resolution of issues and will be the trusted advisor who provides guidance on best practices for Oracle solutions on the Cloud.
Client-facing Skills: Clear and precise communication, writing, presenting, managing expectations and escalations are all part of the role. You will be facing off to C-level executives and you will need experience of dealing with senior stakeholders.
Commercial Acumen: You will need to be able to work with contracts, structuring solutions and delivery around commercial constructs, seek expansion opportunities and identify new commercial propositions. You will have a keen understanding of the value we deliver to each of our customers in real terms.
Tenacity: Change takes time and effort. You will need to identify, advocate for, and drive change.
This is a new position, in line with the expansion of the business. This is a high visibility role, working with our most strategic clients, in one of the fastest growing areas of the business. Work is non-routine and complex. Other Customer Success Managers roles have previously held development, sales, pre-sales, solution architect, solution consulting and consulting roles. If you’re naturally attracted to solving problems, you’ll love it here.
What you’ll do:
Partner with our clients to deliver predictable outcomes and experiences for their clients and predictable growth for their business by:
Delivering and communicating ROI for our clients, throughout the customer lifecycle, linking these benefits back to the key business issues of the client
Being the trusted partner for the customer on use-case and product functionality
Create customer deliverables (presentations, business process enhancements, strategy recommendations and updates) suitable for a diverse set of constituents from senior executives to application end users
Represent Oracle as a domain and product expert in customer interactions, industry and corporate events, and online in both customer-facing and internal communities
Develop and maintain extraordinary relationships with clients to ensure a great customer experience and retention while helping to grow our incremental revenue
Serve as the source for information regarding the customer’s business needs and provide customer feedback to for instance Product Management, Sales, and Marketing.
Partner internally to identify expansion opportunities and ensure non-event renewals.
Guide your customer through significant service milestones such as upgrades, new releases etc.
Act as a point of escalation for your customer’s critical issues
Provide input into the Customer Success Management methodology and direction.
Act as mentor to newer CSMs on a voluntary basis.
Essential: Experience of working with Revenue Management and Billing
Recommended 8 to 12 years of professional experience.
Experience with Lending, Leasing, Banking or Asset Management platforms
Experience in working in a business consultancy role
Technical background in engineering, sales engineering, consulting, business analyst or solutions architecture, SaaS experience preferred
Understanding of various technical architectures and operating environments deployed at customers today.
Proven ability to develop and cultivate lasting customer relationships with a diverse set of internal and external stakeholders including senior executives, legal, technical, finance, support, sales, and marketing experts
Project Management experience with proven capability to lead cross functional business and technical teams to provide timely issue resolution
Ability to create and sell business cases to internal and client audiences
Excellent organisation, time management, and communication skills
Willingness to 'roll up one's sleeves' and assist wherever needed
Team player who will work within the company to continue improving the way Oracle serves its customers
At Oracle, we don’t just value differences—we celebrate them. We’re committed to creating a workplace where all kinds of people work together. We believe innovation starts with diversity and inclusion.
Drive maximum adoption of Oracle solution and identify/drive product expansion opportunities via high value relationship with the client.
Develop long term partnership with our largest and most complex clients to ensure they remain successful by realizing the full value of their investment with us to ensure client continues/replenish/renews contract with Oracle. Responsible for maintaining a high level of client satisfaction by being a liaison between our clients and Oracle's internal operations. Identify product expansion/up sell opportunities. Interface at highest levels both internally and within clients. Assigned side projects designed to move the client success organization forward. Required to act as mentor to new CSMs
Provide leadership and expertise in development of tools, processes and activities performed by the CSM group. Recommended 10 to 12 years of professional Information Systems implementation experience. Demonstrated experience in implementation or client facing relationship experience. Understanding of various technical architectures and operating systems. Industry experience is desired.
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 $50.48 to $95.91 per hour; from $105,000 to $199,500 per annum. May be eligible for equity. 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:
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
Employee Stock Purchase Plan
Financial planning and group legal
Voluntary benefits including auto, homeowner and pet insurance
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.
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 calling +1 888 404 2494, option one.
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
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