Oracle Client Success Director - PaaS in Seoul, South Korea
Client Success Director - PaaS
Job Description: Platform & Infrastructure Cloud, CustomerSuccess Leader, Korea
Job Level: M4/M5 Location: Seoul, Korea.
Oracle is rapidly
transforming itself into a hyper scale cloud player by aggressively rolling out
a comprehensive portfolio of Application, Platform and Infrastructure services.
& Infrastructure (IaaS) as Service solutions in Oracle Public Cloud are
integrated with social, mobile and analytic capabilities, helps deliver the
experiences customers expect, and the performance the market demands.
To ensure Rapid Implementation &
Successful adoption of Cloud, Oracle has created the Customer Success
Organization. Platform & Infrastructure Cloud,
Customer Success team aims to increase adoption, enhance value contribution to customers
Successful coverage through the
Customer Life Cycle
Providing best of industry
service to maximize customer satisfaction and enable business requirements
Leading innovation, expertise and
specialization through a high performance organization
the Head of Platform & Infrastructure Cloud, Customer Success – Korea you will be responsible for developing & managing a high performance team, dedicated
to drive Customer Life Cycle Management, building strategic value-add customer
relationships, providing best in class services and ensuring customer
satisfaction. To do this you will need to develop the CSM team, foster
alignment with internal stakeholders and drive operational excellence whilst supporting best-in-class customer engagement and enabling
the expansion of the Oracle customer base.
to APAC Platform
& Infrastructure Cloud, Customer Success Leader.
- Motivate and develop a team of
high caliber Customer Success professionals to drive high performance,
individual and career growth
- Develop a successful coverage and engagement strategy for
the CSM business in Korea across various Technology pillars, aligned to the Field Sales organization
- Develop, implement and accomplish short, medium and
long-term vision for Customer Success in the region through people and business
- Define and measure group goals and team performance against
specific target objectives including account
penetration and activity levels
and ensure the implementation of operational policies through subordinate
managers and individuals
- Establish strong, lasting and collaborative relationships
with the Technology Sales Management and Field organization, Oracle Digital
Prime and other LOB’s to ensure the success of the Customer Success and
- Improve internal processes and systems to achieve
operational performance that meets or exceeds goals
- Build customer and external
partner relationships to ensure high service delivery
- Manage and negotiate escalations for internal issues and
between Oracle and customers/partners to achieve positive outcome and influence
- Align with the PaaS & IaaS Implementation Success and Renewals
leadership to ensure excellence in execution and the achievement of regional renewals and expansion
- Contribute to the strategic direction of the Customer Success team
through leading and participating in internal management initiatives, also at a
- Be a leader with high levels of
energy, passion, creativity and enthusiasm
Success will be realized by driving
the Customer Life Cycle management across all Korea customers and achieving solution
adoption, customer reference ability, contract renewals & expansions.
EssentialKnowledge, Skills, Abilities, and Background
in establishing and effectively running an organization across Korea.
to Korea markets
interpersonal, communication and leadership skills
track record with 10 years management and commercial experience
people management/leadership experience, with 5 years at senior management /Director
level managing teams (25 people)
communication, consulting and relationship-building skills: credible account
manager engaging with up to C-level Execs.
of following technical areas:
o PaaS: Database (Oracle Preferred), BI, Big
Data, Java, Integration, IoT, and Mobile.
o IaaS: Compute, Storage and Network
experience for a Cloud Vendor
of Oracle’s products/solutions and competitive products
to work within a highly competitive and complex environment
- Capable of building and maintaining strong relationships
with a diverse set of internal and external constituencies including senior
level executives, legal, technical, finance, support, sales and marketing
levels of energy, creativity and enthusiasm
and highly motivated person with a desire to work in a start-up environment
and/or Engineering, Computer Science or Math background highly desired
Detailed Description and Job Requirements
Drive maximum adoption of Oracle solution and identify/drive product expansion opportunities via high value relationship with the client.
Drive operational performance goals and will be responsible for achieving quarterly targets in terms of renewal rates to maximize revenue and minimize cancellations. Build team, improve internal processes and systems to achieve operational performance that meets or exceeds goals. Establish and measure group goals and team performance against specific target objectives. Participate in strategic and tactical planning for the division. Builds on going customer relationships to drive renewals, maximize timely renewals and up sell to the client. Owns resolution of client issues acting independently. Plans regional coverage and staffing models. Interfaces with virtual team to accomplish goals.
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. Prefer 12 years of professional experience with at least 5 years People Manager experience as well as PandL responsibility for at least 3 years. Successful track record in information systems implementation of client experience management or related experience. Experience managing high level client relationships and escalations.
Job Type: Regular Employee Hire