Customer Success Specialist - North America

Oracle, a global provider of enterprise cloud computing, empowers businesses of all sizes on their digital transformation journey. With 430,000 customers in 175 countries, Oracle provides leading-edge capabilities in Software as a Service, Platform as a Service, Infrastructure as a Service, and Data as a Service.
Our mission is to transform our world for the better through innovative technologies.

The focus of the Tech Cloud Renewal and Replenishment Support Specialist is to perform a world class, customer success renewal and replenishment function for Oracle’s Platform-as-a-Service (PaaS) and Infrastructure-as-a-Service (IaaS) offerings in North America. The role focuses on:

- Driving PaaS and IaaS subscription renewal and replenishment revenue, thereby increasing renewal and replenishment rates and net revenue retention
- Proactively collaborate across Oracle sales and customer success teams to drive a team approach to the execution of the renewal and replenishment plan.
- Deliver an exceptional customer experience, one that increases satisfaction levels with the renewal/replenishment transaction process, thereby ensuring customer retention.
- There is a considerable investment in employees and their career development including intensive Industry, IT, product, sales and personal skills development training
- You will have the opportunity to work with some of the most talented individuals within the sales field.

Key Responsibilities:

This role has responsibility and accountability for Tech Cloud subscription renewal and replenishment revenue, within a defined territory in Oracle’s North America Technology division, during NA working hours.

As a member of the IaaS & PaaS Customer Success organization, you will be a key contributor to driving customer experience excellence through innovation, improving renewal and replenishment processes and systems that lead to higher customer satisfaction.

- Achieving quarterly renewal and replenishment rate targets
- Accurately forecasting quarterly renewal and replenishment attainment
- Maximizing revenue in the renewal and replenishment process
- Proactive customer engagement throughout the customer lifecycle to minimize cancellation
- Driving renewal and replenishment process improvement and efficiency
- Ensuring customer satisfaction with the renewal and replenishment process and experience

EXPERIENCE

- Financial analysis and ability to accurately project renewal and replenishment revenue
- Excellent sales and commercial negotiation skills are essential
- Managing back office processes effectively
- Ability to support the customer through the complex contract framework, highlighting benefits of the solution, providing insight, suggesting and implementing approaches to streamline the contract renewal and replenishment process
- Experience in subscription renewal and replenishment business is desired, in both high-volume and complex subscription solutions.

RESPONSIBILITIES

The Customer Success Renewal and Replenishment role is complex and varied. Major responsibilities are to:

- Partner with Customer Success Manager and Sales counterparts in North America
- Develop and manage a proactive renewal/replenishment business plan, including critical customer milestones, opportunities for solution expansion, identifications of risks, and alignment with customer subscription renewal and replenishment strategy and objectives.
- Deliver on revenue targets for IaaS & PaaS Renewal and Replenishment Sales
- Provide accurate and timely revenue forecasts
- Develop and deliver Quarterly Business Reviews, in collaboration with LOB aligned CSMs
- Achieve Key Performance Indicators (KPIs) for the role:
- Net revenue retention
- Renewal and replenishment rate attainment
- Sales expansion
- Cloud Service consumption
- Customer Satisfaction, as measured by survey data

- Establish strong, lasting and collaborative relationships with the appropriate Oracle internal ecosystem: Technology Sales, Contracts, Sales Operations, and Finance to ensure continued success of the IaaS & PaaS Renewal and replenishment model and organization.

ADDITIONAL QUALIFICATIONS

- Excellent written, verbal and interpersonal (English language) communication skills
Ability to work within a highly competitive and complex environment
- A minimum of 2 years previous sales / renewal and replenishments experience in a target driven environment within the IT sector.
- Experience in business negotiating with customers at all levels
- Sales capabilities: Account Planning, System & Process Optimization, Contract Negotiation, Customer Care, Inside Selling, Stakeholder Management, etc.
- Oracle sales & product knowledge is an advantage
- High levels of energy, creativity and enthusiasm