Director - Customer Success - Fusion HCM - Oracle - San Francisco

Job description
We are currently recruiting a proven senior manager into the Oracle Fusion HCM Center of Excellence team to oversee, manage, and support large scale customer implementations of our HCM Cloud Services.

In this new role you will have the opportunity to work closely with our internal development, operations and support lines of business, as well as our SI partners, in direct engagements with named customers to ensure implementation excellence and lifetime success for these accounts.

This is an exciting and challenging opportunity to get involved in and to achieve success in our next phase of growth in the cloud. As more of our existing enterprise level customers choose the next generation products and services offered by our unified Oracle HCM Cloud platform you’ll have an immediate opportunity to translate your extensive HCM industry, product, project management and customer relationship experience into measurable results tied to real customer success.


Responsibilities
Develop and operate a program management function in the HCM CoE with named enterprise level customers
Develop broad knowledge of the Fusion HCM products and integration platform
Establish and maintain relationships of trust with senior Oracle executives in product development, operations and support, and with customer and partner executives
Develop standards and manage systematic and timely communications between the many stakeholders in the success of these named accounts supported by formal and personal communication
Co-ordinate executive level communications and meetings as needed to ensure the success of these named accounts
Develop and evangelize processes and systems for continuous improvement in the delivery of service to our enterprise level HCM Cloud Service customers
Provide periodic reporting and analysis of enterprise level customer success for individual projects, across projects, and at a regional or global level.
Leverage existing customer management and reporting tools for efficient tracking and reporting of customer success in adoption and deployment
Engage our CoE expert services teams as needed to identify and promote best practices in SaaS to named customers and strategic SI partners

Desired Skills and Experience
The position holder must be located in the Bay Area
Bachelors degree or equivalent is required
Fluent English, both written and oral
5+ years of functional experience of enterprise-level HCM or ERP implementations
7+ years of project or program management experience gained with an SI or as an independent consultant working at a senior level, and able to provide evidence of success with complex multi-national or multi-divisional deployments with Fortune 100 customers
3+ years of experience working directly with a software engineering organization
Understanding of Oracle’s cloud strategy
Demonstrated ability to deliver successful outcomes for customers, service vendors, and partners in complex and challenging scenarios

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