Customer Success Director
Oracle Corporation
Total years of experience :20 years, 1 month
POC- Strategic Accounts: Serving as an escalation point for customer issues related to Oracle products/services and coordinate technical interactions between the accounts. Strategic Consultation: Recommending trusted /strategic advice to customers and executives to ensure they fully leverage Oracle solutions for full business value; upsell/cross-sell opportunities identified and closed with help from the account team. Policy Implementation: Planning and implementing a new global process for treating an SW without a roadmap. Awarded for persistence and successful roll-out of a new policy. Performance Reviews: Participating in meetings of the Management Review Board at strategic accounts to present to senior management. Conducting QBRs and EBRs. Reporting: Conceptualizing and formulating health reports/trends and present them to customers both internally and externally in recurring governance meetings for Oracle products. CXO Collaboration & Contract Renewal: Communicating the customer issue's business impact to Oracle development/product teams, resulting in a special bug fix for the target product; supporting the renewal process of customer contracts where necessary to minimize attrition. Customer Service: Ofering highly exceptional customer service by collaborating with the strategic client director and the account team while utilizing CS analytics to identify churn predictors and mitigate them. Highlights: Cost Containment: Prevented cancellation of $13 million worth of business by influencing a global change in policy, resulting in a positive impact on customers worldwide. Business Generation: Secured 110% of quota for the entire year, resulting in zero cancellations and high levels of customer satisfaction with Oracle products. Relationship Building: Built and maintained strong relationships with key customer stakeholders, resulting in a 20% increase in customer referrals and new business opportunities. Customer Grievance: Addressed customer pain points, resulting in a 25% increase in upsell revenue, improved product adoption, and higher customer retention rates. Customer Satisfaction & lifecycle: Collaborated with cross-functional teams to identify and resolve customer issues, resulting in a 20% reduction in customer escalations and a 15% improvement in customer satisfaction scores.
URL removed due to policy violation. Please contact support for further information.