NA Customer Success Management - Country Manager (MX)

Oracle; Zapopan; Presencial; USD 80,000 - 150,000; Jornada completa

Descripción de la vacante

An established industry player is seeking a dynamic Customer Success Country Manager to lead a dedicated team focused on maximizing client value from cloud solutions. This role involves transforming customer experiences and driving strategic initiatives across various sectors. The ideal candidate will have a strong background in SaaS and cloud delivery, with a passion for fostering innovation and collaboration. Join a forward-thinking organization that prioritizes customer success and offers an inclusive culture where your leadership can truly make a difference. If you're ready to take on a pivotal role in shaping customer journeys and driving business outcomes, this opportunity is for you.

Formación

• Experience leading teams in technology and SaaS sectors.
• Proven track record in driving customer success initiatives.

Responsabilidades

• Manage a team of Customer Success Managers across North America.
• Drive customer adoption and revenue growth for Oracle Cloud.

Conocimientos

Customer Success Management

Stakeholder Management

SaaS Delivery

Cloud Solutions

Team Leadership

Strategic Thinking

Educación

Bachelor's Degree

Master's Degree (preferred)

Descripción del empleo

Who We Are

At Oracle, we see ourselves as changing the world through our commitment to customer success and enabling our customers to achieve their vision. Our efforts range from finding cures for COVID-19 to supporting refugees and children in need, and helping companies deliver transportation and logistics services worldwide. Our established technology and ongoing research into new innovations help solve real-world problems. We believe diverse perspectives are essential for innovation, and we offer an inclusive culture where individuality thrives. Sustainability is a core value, and we operate responsibly, investing in environmentally friendly practices and building sustainable relationships internally and externally.

What Does Oracle’s Customer Success Organization Do

Our executive team is dedicated to delivering customer success and solving business problems creatively and passionately. We seek an experienced Customer Success Country Manager to lead a team of Customer Success Managers (CSMs) in North America, focused on Oracle Cloud (SaaS). Our mission is to be a catalyst for customer success, helping clients realize the maximum value of their Oracle Cloud solutions and focusing on business outcomes. The organization plays a key role in driving business outcomes across customer, product, partners/implementors, and sales/go-to-market functions.

• CUSTOMER SUCCESS: We manage the complete customer lifecycle, aiming to drive product adoption, customer lifetime value, net retention, and referenceable logos.
• PRODUCT SUCCESS: We demonstrate the potential of Oracle’s offerings, driving adoption and ensuring alignment among customer processes, data, and products.
• PARTNER SUCCESS: We train, enable, and certify partners, using partner success as a gateway to customer success.

GTM SUCCESS: We facilitate Oracle’s customer success from pre-sales to post-sale, amplifying trust, conversions, and renewals, ultimately creating lifelong customers.

YOUR FUTURE ROLE: NA CSS Services - Customer Success Management Country Manager (MX)

We are undergoing a customer-centric transformation to redefine customer experience across front, middle, and back office functions. We seek a leader who has successfully led Customer Success Managers in the F500 technology and SaaS sectors, capable of unlocking customer potential. You will manage a team supporting customers across various industries in North America, including:

• Leading North American CSMs supporting customers in different industries to expand Oracle Cloud footprints and grow cloud ARR.
• Improving SaaS lifecycle KPIs such as time to go live, renewal rates, customer references, and revenue growth.
• Collaborating with the North America customer success team to refine strategies and enhance customer experience.
• Fostering innovative and customer-focused management practices.
• Ensuring close collaboration with cross-line-of-business teams to support customer success.

Qualifications

Career Level - M2

Responsibilities

Key Areas You’ll Execute:

Oracle’s success depends on delivering exceptional customer outcomes. Your team will focus on:

• Providing differentiated customer success offerings.
• Managing business stakeholders effectively.
• Transitioning from transactional to solution-based, proactive engagement.
• Monetizing customer success services through models like freemium and bundled offerings.
• Implementing Customer Success Service (CSS) and Oracle Consulting Service (OCS) catalogs.
• Enabling partners and fostering a culture of success.
• Shifting focus from operations to adoption, lifetime value, and retention.

Additional Leadership Responsibilities:

• Certifying and training new CSMs.
• Driving performance and KPI achievement.
• Building executive customer relationships.
• Supporting sales in opportunity development.
• Assessing and mitigating risks.
• Leading by example and mentoring teams.
• Managing portfolios and customer projects proactively.
• Collaborating with partners and managing solution gaps.

If you are an innovative, hands-on leader passionate about customer success and capable of navigating complex environments, we want to hear from you!

What You’ll Bring

Your leadership, enthusiasm, and business acumen will help Oracle lead in cloud services. You should have experience in leading cloud delivery, managing diverse teams, and driving customer success initiatives. Strong communication, technical understanding, strategic thinking, and a collaborative mindset are essential. The role requires a proven track record in cloud solutions, stakeholder management, and transformational projects, ideally with experience in SaaS and Oracle technologies.