Oracle Hiring for Customer Service Director-Support at Irving, TX Full Time

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. The Customer Service Director is responsible for delivery of departmental results for support operations through successful direction of line managers and their staff within the department. You will ensure high levels of customer satisfaction by making certain that quality and productivity guidelines are established and strived for by each team, driving quality/productivity improvement efforts, understanding and conveying strategies of the Oracle Support Services organization, and positioning the organization within support and Oracle.

The Director will be responsible for all aspects of the respective US Client Relations organization, including the direction of department senior managers and their staff. A large component of this job is to translate departmental goals into performance objectives for each line manager and measure departmental and individual performance against plan. To accomplish this goal, you will jointly develop and implement an employee development plan for each line manager and recommend strategies for improvement areas. Your role will also include approval for salary and bonus recommendations as well as approving all personnel decisions (including hiring, promotion, transfer, compensation, and disciplinary action).

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. Ability to influence thinking or gain acceptance of others in sensitive situations.

If you are a Colorado resident, Please Contact us or Email us at [email protected] to receive compensation and benefits information for this role. Please include this Job ID: 184065 in the subject line of the email.

The Director of Customer Success within Hospitality reports to the Vice President, Customer Success and is accountable for the definition, execution, and continued improvement of the Customer Success Model. Working within the NSAM Customer Success Team the objective of the role is to build and transform a team of Customer Success Managers to innovate existing practices and drive customer satisfaction for Oracle Hospitality customers.

The Director of Customer Success will lead, support, and guide a team of professionals in respect of developing near and long-term operational capabilities that provide opportunities for improved customer experience and Operational efficiencies within customer experience. In addition, support the Customer Success Team to achieve required operational changes and enhancements. The role will also anticipate and adapt plans as required for changing customer requirements and business needs.

In addition, has responsibility for the support and management of customer escalations to ensure that issues receive the appropriate level of priority and that Customer Success Managers are properly supported throughout customer change, improvement and incident cycles.

Job Requirements:

• Developing and maintaining customer relationships at enterprise level in client organizations
• Great leader – motivate, inspire and encourage great performance, leading from the front mentality
• Creative thinking, always looking for ways to improve everything you come in to contact with
• As a member of the Customer Success Leadership Team, creating a single view of Customer Success across Hotel segments and business areas.
• Creating alignment to required support process, tools and underlying KPI and holding all stakeholders accountable for first class execution.
• Working with Risk and Compliance to ensure customer landscape is in long term alignment with internal controls and external standards.
• Prioritize and develop strategies, in conjunction with stakeholders, which enhance Operational capabilities, particularly with regards to Customer Satisfaction and Cloud Support.
• Meet Customer Success specific transformation objectives and KPIs
• Driving change and successful completion of projects across Customer Success team. Provide active decision making and the removal of obstacles.
• Anticipate and adapt plans as required for changing customer requirements and needs.
• Ensures effective communication to leadership on project updates, customer cycle, and expected results.
• Provide monthly operational reviews to leadership team highlight any areas of concern.
• Maintains strategic engagements with key accounts to ensure the function stays relevant and current in its thinking, but also adds gravitas for our customers.

Essential Required Skills

• Exceptional track record in a Senior Customer Success / Customer experience role at enterprise level
• Transformational leadership skills
• Managing client accounts at $2M annually (ideally up to $9-12M annually)
• Strong people management experience, 14+ people, ideally SDM style profiles
• Ability to present and network at C-suite level
• Have strong negotiating skills
• Be able to network and develop key relationships
• Self-starter with ability to be effective in virtual environments
• Excellent written and verbal communication skills
• Excellent teamwork skills