Client Success Director - Java Solutions EMEA

Director/Manager- Customer Success Team (Java Solutions) EMEA

UK, Germany, Spain

Position Details:

The Customer Success team mission is to ensure every customer maximizes its use of Java to positively impact its business, build a competitive advantage and continue to be a valued Oracle customer. We are the primary team that manages the renewals for Java Subscriptions. The leader will manage an existing high performing team to manage post-sale activities with key accounts while closing renewal business.

Selected candidate will be responsible for managing a Customer Success team with attaining a renewal revenue goal within an assigned territory. The individual will also identify opportunities for Oracle’s Java solutions at existing Enterprises where Oracle is currently in place, as well as identifying growth opportunities for the sales team within IT organizations.

Our offering: 

• Java SE is the most common platform for enterprise systems and ISV applications today. Oracle Java SE Subscription and Oracle Java SE Desktop Subscription are Oracle's solutions for enterprise developers and ISVs running mission critical applications and infrastructure on the Java SE platform.
• Java Platform, Standard Edition (Java SE) lets enterprises develop and deploy Java applications on desktops and servers. Java offers the rich user interface, performance, versatility, portability, and security that today's applications require.

For more details, please visit

1. https://www.oracle.com/technetwork/java/javaseproducts/overview/index.html
2. https://www.oracle.com/technetwork/java/javaseproducts/overview/javasesubscriptionfaq-4891443.html

Summary of Role:

With relevant knowledge of customer relationship management, Manager- Customer Success will be managing a team that supports the commercial management activities to ensure the timely renewal of JAVA SE Subscriptions with existing customers for the EMEA region. The leader should be able to educate and deftly guide the team/customers throughout the process, thereby delivering an excellent customer experience while effectively executing renewal plans.

The candidate is expected to have strong technical skills with essential skills such as team management, negotiation, influence, strategic planning and organizational awareness to execute and deliver the desired goals. Working in partnership with multiple LOBs, the candidate is expected to provide professional support to the renewals team and help in optimizing renewal revenue.

• Ability to drive the team to achieve quarterly assigned sales/Renewals quotas.
• The Customer Success manager is responsible for actively engaging clients in pursuit of continued Java Subscription renewals through the reporting team.
• Build relationships and at times, negotiate with existing customers, being the “go to” contact for customers and partners.
• Ensure the accuracy and timely submission of maintenance renewal quotes by the team within assigned territory.
• Take an account management approach to identify co-termination and reinstatement opportunities.
• Demonstrates the ability to personally plan for achievement of performance goals and exceed quota for the assigned territory.
• Maintain accurate forecast and activities for assigned region for the team and execute.
• Leverage cross-functional resources to achieve results/meet customer needs.
• Handle escalations provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Should have experience in managing renewals for EMEA or International market.

Detailed Description and Job Requirements

• Drive maximum adoption of Java Oracle solution and identify/drive product expansion opportunities via high value relationship with the client.
• Leads a team of Client Success Managers and manage to performance goals.
• 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. Conduct regular training and mentor Client Success Managers.
• Interview and make hiring decisions for qualified candidates.
• Conduct performance reviews, provide career development coaching and take necessary corrective action for poor performers.
• Provide regular performance metrics to senior management.
• Leads a specialized area which may have diverse functional elements.
• Frequently interacts with supervisors and/or functional peer group managers.
• May interact with senior management.
• Prefer 10 years of professional experience with at least 3 years people management experience.
• Demonstrated experience in implementation or client facing relationship experience.
• Understanding of various technical architectures and operating systems. Experience managing high level client relationships and escalations. Industry experience is desired.