Customer Engagement Manager (CEM) Role (IC5)

It's fun to work in a company where people truly believe in what they're doing. At Oracle Consulting (OC), we're committed to bringing the passion for innovation and technology, combined with razor-sharp customer focus to the business of enterprise applications. We work hard, and we're serious about what we do. But we like to have a good time, too. Our core values are to be grateful daily and to lead with a positive can-do mindset, whilst striving to build a diverse, creative and innovative team. We aim to create an environment where our people are safe and encourage team members to motivate themselves by enjoying the challenges of our business and the delights of working in a role with direct customer impact

Consulting Client Engagement Manager (CEM) is the executive services lead, assigned to Premium or Strategic customers, who help deepen and expand the OC relationship with defined strategic, market-leading, large global and regional customers.

The CEM is accountable for customer satisfaction, and reference-ability of the customer throughout the sales and contracting and delivery lifecycle whilst identifying expanding opportunities.

The individual will lead and coordinate OC efforts across all lines of business (License Sales, Presales, Support Services, Marketing, Product Management) orchestrating all OC XLoB parties around a single, clearly articulated, quarter to quarter and strategic account/opportunity strategies.

To achieve success, this professional will ensure three critical elements are in place:

• Selected Project engage to project handover tasks
• Customer, Industry, and domain-validated Quarter and multi-year engagement roadmap
• Account & Opportunity Strategy
• Quarter and Annual engagement plan aligned with sales and project delivery

The CEM will lead in all phases of the lifecycle (presales, contracting and handover to delivery) completing OC agreed governance model, which includes Risk and Sales processes

The CEM will be measured by achievement of target, growth Services revenues, cloud consumption growth rates, SKU attachment including Financials, and customer satisfaction. The targets and priorities are set by the regional Management and OC KSI's

Oracle Consulting offers an end-to-end consulting partnership, providing comprehensive business and technology solutions that enable enterprises to improve process efficiencies, optimize costs, meet risk and compliance requirements, define IT architecture, and lead the transformation process. Consulting services are offered in the areas of business transformation, Oracle IaaS, PaaS, program management, IT architecture, IT governance and process improvement.

Oracle Consulting is focused on providing services Day 0 and day 1 services (implementation, application development, testing, and selected managed services). Our services span Oracle products end to end IaaS, PaaS and On-premise, including collaboration on Oracle GBU products.

Main Responsibilities:

The position's primary responsibility is to generate new business and new logos in the Technology Consulting Services Sub Saharan Africa region. The candidate will develop revenue-producing relationships with decision-making CxO level executives; drive the sales from initial prospect communication through contract execution working with business development & solution architecting teams, from an opportunity to contract signature.

Responsibilities include:

• Orchestrates and leads the execution of the account strategy, incorporating sales, services, marketing, product and support for other Oracle organizations
• Work closely aligned with the Account Executives in the sales teams, plus the Regional Sales Directors, to ensure appropriate alignment and use of extended customer network
• Establish a robust governance model between Sales (Account Executives) & Services, with clearly articulated plans to develop the new additional pipeline for the business
• Accountable for day to day activities of the Customer Base and Customer Success teams, on the account for customers in production
• Provide oversight for sales handover to delivery customers while in the initial deployment phase
• Coordinate all customer-facing functions outside of ticket generated support requests and direct implementation activity. This will include Executive Sponsor Engagement, regular visits or calls and any sales related communication for Consulting
• Complete the long-term business strategy plan
• Find opportunities alongside XLoB teams and then facilitate the journey from a pipeline to delivery and attachment to pivotal initiatives such as Evolve services
• Develop long term C-level relationships; create and lead a robust joint governance model; act as the primary point of contact for sales engagement
• Lead integrated account planning and ensure Oracle's footprint is expanded with the involvement of all relevant business areas and partners
• Proactively identify customer problems and direct the customer towards self-sufficient Oracle solutions
• Drive Product and Services adoption and protect Services revenue
• Provide leadership around Value Management and Realization exercise outcomes, enabling connection of the Value Realization
• Quality Assurance of Proposals, sales material and services contract and amendments before the final release
• Prospecting, identifying and closing new business and new logos
• Generate new revenue from logos won
• Attaining sales/revenue goals for the consulting sales team – (including Evolve – Life cycle Managed services)
• Contributing and consuming sales, delivery and contracting IP
• Coordinating with Matrix domain and Industry team to assign the best possible teams from engagement to delivery
• Working with the MEA unified approach to achieving the organization’s goals in the account
• Demonstrated ability and maturity to sell and establish relationships with C-Level executives
• Ensuring a high level of customer satisfaction
• Ability to work with XLob team members and foster a trust relationship with Applications and Technology sales teams as well as Apps Consulting, ACS , LIFT , Pharos and GSC
• Contributing to accurate forecasting and sales CRM data quality throughout the sales cycle

Key Objectives:

• Strategic focus on our highest Cloud revenue accounts
• Account planning to support OC and our Customers' objectives
• Management of feature adoption blueprint, to support up-sell / expand opportunities
• Collaboration and innovation in the creation of IP
• Improved Executive and individual contributor alignment
• Active contribution in achieving set quarterly and annual bookings targets for Cloud, (PaaS and IaaS) including critical initiatives such as Evolve, SOAR and Technology Improve

Experience Guidance:

• 10 Years of Industry experience (predominantly in Account Management/customer-facing roles) in Kenya and Sub-Saharan Africa.
• Experience in hunting new logos/ account management/customer-facing roles for large global outsourcing companies.
• Experience in farming/harvesting in existing accounts
• Extensive business experience in Sales and Consulting with sophisticated business IT solutions
• Deep industry/domain expertise
• Proven experience in comprehensive account management, leading account and delivery teams
• Experience with long term planning of resources, technology and accounts
• Ability to lead/prioritize multiple customer demands balancing customer satisfaction with revenue and profitability targets
• Willingness to operate and assist at any level when required
• Leadership abilities to empower and lead a matrixed team of individuals at multiple levels within an organization
• Exceptional communication skills
• Good understanding of contracting and privacy laws
• General knowledge of software license contracts and delivery of associated services
• Experience in complex negotiations
• Extensive knowledge of the global professional services delivery model. Including services contracting and risk management processes
• 10 Years plus strong Oracle Cloud IaaS and PaaS and e-Business Suite product knowledge, project management, product architecture and implementation experience
• A strong record of sales success and exceeding targets is preferred.
• Excellent communication skills - both written and verbal.
• Excellent Team player
• Ability to operate in an undefined environment
• The CEM is a field role, and the candidate is expected to spend a significant portion of their time meeting with clients face to face across Sub Saharan locations
• The candidate will be required to do forecasting, prepare bids, negotiate, and lead the sale cycle.
• BE, BS or BA in related fields. A Master of Business Administration (MBA) Degree is highly preferred.

Highly Desirable Skills:

• Oracle product implementation experience (Understanding of project and delivery lifecycle)
• Oracle Consulting Bid and contracting experience
• Oracle product certifications and architecture knowledge
• Proven deal closure and contracting skills

As an acknowledged authority within Oracle, this senior-level project management position provides consistent high quality and innovative solution leadership with industry-wide impact. Responsible for guiding the successful implementation of an integrated business solution ensuring high quality and timely delivery within budget to the customer’s satisfaction.

Analyzes business needs to help ensure Oracle’s solution meets the customer’s objectives by combining industry best practices and product knowledge. Effectively applies Oracle’s methodologies and policies while adhering to contractual obligations, minimizing Oracle’s risk and exposure. As a position of professional influence, this individual frequently operates at the leading edge of technology. Recommends and justifies enhancements to Oracle products to meet very complex customer needs. Exercises creativity and independent judgment in identifying and resolving major issues and risks impacting project success. Provides direction and mentoring to project teams. As a thought leader and trusted advisor, effectively influences decisions at the leadership level of customer organizations. Ensures customer deliverables are acceptable, and works closely with the customer to understand and manage project expectations. Enables business development efforts by providing subject matter expertise. Manages the scope of medium to large-scale projects, and accounts with varying levels of complexity.

10+ years of experience relevant to this position including 3 years of project management experience. Demonstrated ability to follow solid project management principles and successfully manage projects of increasing complexity. Comfortable working in a matrix management environment. Strong influencing and negotiation skills to deal with internal stakeholders, customers, and vendors. Product, technology or industry expertise relevant to the portfolio focus. Selling skills preferred. Undergraduate degree or equivalent experience. PMI certification preferred. Ability to travel as needed.

As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).