The Director of Customer Insights is a newly created function within the Oracle Global Business Units (GBU) that will be responsible for driving customer and sales cycle insights across the 7 GBUs. Initially, this will be an individual contributor role; as the function evolves, it is anticipated that the Director, Customer Insights will lead a small team.
· Customer Base Insights – Drive additional insights into our customer base through working with sales, operations, product development, finance and support to identify target accounts to survey. Through the interaction, you will:
o Gain insights into customer usage and workflow
o Determine if the product is meeting or exceeding the customer’s needs and scope out white spaces within the customer base
o Gauge the customer’s readiness to migrate to the cloud
o Understand the customer’s main issues and work with relevant Oracle teams to ensure satisfaction
o Drive discernable improvements in customer retention and satisfaction
· Competitive Analysis – On a deal by deal basis each quarter, the Director of Customer Insights will identify a set of won and lost opportunities and conduct in-depth analysis to gain insight for future improvements. Through interfacing with both the customer and the sales team, you will:
o At a detailed deal level, provide data driven analysis on why we win or lose across the various vectors such as price, relationship, features and functionality, etc.
o Understand the customers’ experience in the purchase cycle and present recommendations on improvement
o Analyze data at an aggregate level to discern patterns and present findings to the executive team
Requirements:
*Minimum of ten years experience in software sales or marketing.
*Past experience in a Customer Success is preferred.
*Experience working with BI/Analytics tools is preferred.
*Must have a blend of both strong analytical skills to draw insights from individual data points and excellent interpersonal skills
* Must be organized and able to manage and prioritize multiple projects.
* Must work well in a non-hierarchical, proactive environment.
* Must have strong verbal and written communication skills and collaborate with a large number of cross-functional teams.
Education:
* MBA or Master’s preferred; Bachelor’s degree required.
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