Client Success Specialist Iv

1 week ago

Riyadh, Saudi Arabia Oracle Full time

Client Success Specialist IV-22000308

**Applicants are required to read, write, and speak the following languages**: English, Arabic

**Preferred Qualifications**

Senior Global Account Manager

**Department**:Business Engineering

**Reporting to**:CEGBU Account Management Team Lead - Middle East

**Location: Kingdom of Saudi Arabia**

**Job Code**:103340.Client Success Specialist IV.IC4

**Job Purpose**

To provide strategic account management services to a defined portfolio of high profile, high value accounts with the objective of increasing the accounts investment, appreciation and value of Oracle CEGBU products and services to secure all accounts indefinitely.

**Responsibilities**

**General**
- Deliver against all required KPIs
- Revenue Retention & Growth
- Account Retention
- Time to Value & Success Initiatives
- Customer satisfaction
- Customer References

**Account Planning**
- Develop and execute high quality and actionable Account plans for all accounts in conjunction with account sales representatives, services and partner organisations such as:

- New Account Onboarding Planning (Implementation & Initial Onboarding) within the first 30 days of a new account including establish a Governance model
- Investment Decision Plan & Customer Maturity Plan within first 6 Months
- Adoption and Value Realization Plan throughout the term and as determined by account
- Renewal Account Plan begins between 6-12 months from renewal date (depending on the account)
- Opportunity plan support with the Applications Sales and Consulting Sales Representatives

**Relationship Management**
- Focused point of contact for primary/executive communications and corporate interactions with the account.
- Develop engagement plan in conjunction with internal and external stakeholders to enhance long-term corporate value of the account.
- Continuously identify and establish relationships with key stakeholders and influencers within accounts.
- Full understanding of the accounts purchasing and decision processes.

**Direct Revenue Generation**:

- Develop in-depth understanding of account objectives and problems in order to identify and qualify all opportunities within the account to ensure Sales wins
- Prepare the account for Renewal by formulating the renewal process as defined by the Renewal strategy.
- Continuously promote and qualify new product and services opportunities for all accounts
- Support in the preparation of presentations and proposals and product, technical, and security related responses to RFPs/RFIs
- Maintain a high level of understanding of competitors and positioning statements.

**Quality of Service**
- Ensure that the customer is receiving appropriate levels of support, through utilising the available Oracle resources (Contact Centre, Support Central, CO training, Product Support etc.)
- Respond in a timely manager to customer enquiries and ensure that the appropriate response / action is delivered
- Maintain regular contact with each account to identify emerging service issues
- Proactively provide input into customer service strategy, training requirements, procedures and direction.
- Work closely with the Client Operations and Sales teams to promote teamwork and collaboration
- Establish risks associated with each agreement and develop mitigation strategies.
- Maintain an understanding of the businesses within the assigned territory and the factors that influence spending patterns.
- Coordinate and contribute to internal communications with all Oracle offices as required to manage accounts within your portfolio

**Leadership**
- Management and coordination of Account Management activities within account
- Drive and support the national / regional / global selling effort into the account.
- Identify national / regional / global team members and create communication links, matching team configuration with the nature of the sales opportunities at the account.
- Connect stakeholders on a global level and create a virtual team environment.
- Utilise effective project management skills to co-ordinate change management protocols within accounts
- Submit detailed reports on time
- Mentor junior colleagues
- Contribute to team meetings

**General**:

- Maintain excellent knowledge of Oracle’s products including their demonstration, pricing and administrative procedures.
- Maintain knowledge of Oracle’s products and current Account Management and Sales procedures
- Update and maintain accurate data on CRM.

**Required Skills & Experience**

**Essential**:

- Must have both Arabic and English language capability
- Strong national / global sales experience, preferably in managing national / global accounts of significant size.
- Demonstrates an accurate and comprehensive understanding of how to sell complex technology solutions at all levels including C level.
- Exhibits both financial & commercial acumen, business planning experience and presence.
- Superior negotiation skills
- A highly effective communi

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