Global Account Manager Client SuccessKSA - Oracle

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

Responsibilities

• 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 612 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 longterm 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 indepth 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 coordinate change management protocols within accounts
• Submit detailed reports on time
• Mentor junior colleagues
• Contribute to team meetings

General

• Maintain excellent knowledge of Oracles products including their demonstration pricing and administrative procedures.
• Maintain knowledge of Oracles products and current Account Management and Sales procedures
• Update and maintain accurate data on CRM.

Career Level IC4