Customer Experience Snr Manager

Unclassified - Salem, OR

Part-time - Senior

Salem, OR

About the position

The Customer Experience Manager (CXM) position is a pivotal role focused on proactive customer engagement with Oracle Cloud Infrastructure (OCI). This position requires the candidate to build and maintain relationships with C-level customers, ensuring their success with various service and product offerings related to Oracle Cloud solutions. The CXM is responsible for delivering an optimal customer experience while utilizing Oracle cloud solutions, thereby positively impacting the customers' business through the effective use of OCI technologies. In this role, you will serve as the country/regional leader of a talented team dedicated to partnering with a designated set of customers throughout their cloud journey. As the Leader of Leaders, you will be at the forefront of strategic customer interactions, advocating for their needs within Oracle and its associated partners. You will manage C-level relationships with customers at different stages of their Oracle Cloud journey, ensuring their requirements are met and their experiences are enhanced. Your performance will be measured by your ability to drive operational performance goals, achieve quarterly targets related to renewal rates, maximize revenue, and minimize cancellations. You will be tasked with building and transforming large teams, improving internal processes and systems to meet or exceed operational performance goals. Additionally, you will participate in both strategic and tactical planning for the division, ensuring that your team effectively resolves client issues while coordinating with extended teams globally on behalf of your customers. The role also involves managing accountability for both cloud services and customer satisfaction. You will develop and maintain relationships with senior leadership across various lines of business and third parties, plan and deploy account governance activities, and advise accounts on the effective use of Oracle support services and products. Your responsibilities will include assuring and improving service quality, maintaining accurate account information, and communicating opportunities for customer engagement with Oracle, such as technical events and business seminars.

Responsibilities

• Manage resources that work with customers, sales, engineering, and product teams to design and implement cloud solutions for customers.
• Establish business objectives, metrics, and plans to ensure attainment of goals.
• Provide leadership on technical cloud solutions and customer success initiatives.
• Identify gaps and enhancements to influence engineering roadmaps for customer-driven features.
• Deliver presentation demonstrations to high-level stakeholders.

Requirements

• 12+ years of Customer Success and/or Services experience within Enterprise customers.
• 5+ years leading large organizations, preferably with P&L ownership.
• Fluent in Portuguese and English; Spanish is desirable.
• Experience within Service Delivery and cloud architecture is desired.
• Experience in executive sponsorship and collaboration, leading large organizations.
• Ability to communicate effectively at all levels within the account and create opportunities for client growth.
• Proven customer-focused approach with the ability to cultivate lasting customer relations.
• Self-starter with the ability to work autonomously and independently.
• Previous experience with Oracle Solutions is preferred.

Nice-to-haves

• Experience in a similar role within the technology sector.
• Familiarity with cloud computing technologies and trends.
• Strong analytical and problem-solving skills.

Benefits

• Flexible work hours or remote work options.
• Opportunities for professional development and training.
• Participation in company-sponsored events and seminars.