SaaS Customer Success Digital Communications Manager

Job description

Drive maximum adoption of Oracle solution and identify/drive product expansion opportunities via high value relationship with the client.

Develop long term partnership with our clients to ensure they remain successful by realizing the full value of their investment with us to ensure client continues/replenish/renews contract with Oracle. Responsible for maintaining a high level of client satisfaction by being a liaison between our clients and Oracle's internal operations. Identify product expansion/up sell opportunities. Work with larger clients. Provide input into the CSM methodology and direction. Act as mentor to newer CSMs on a voluntary basis.

Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Recommended 7 to 10 years of professional experience. Demonstrated experience in implementation or client facing relationship experience. Understanding of various technical architectures and operating systems. Industry experience is desired.

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

Desired profile

Qualifications :

Reporting to the EMEA & JAPAC SaaS Communications Leader, you will provide content and digital communications support to the SaaS Customer Success organization.

Level: IC3

Overview:

Oracle's SaaS Customer Success organization enables our customers to achieve the highest business value and profit from their investment in Oracle Cloud. We engage experts with our customers to provide them with the right advice and service to support them with their cloud business. The SaaS Customer Success organization is key to our future. The organization is developing and growing quickly, making it an exciting place to work with lots of new opportunities. If you like working in a fast-paced environment, where you have the opportunity to embrace innovation and develop your creativity, join us!

Job Description:

The Customer Success organization requires an experienced digital communications manager to develop valuable digital assets, content and communications for the Customer Success team, Oracle Sales and our customers. Managing and maintaining digital content strategy for the team and our stakeholders, this individual will also drive and develop our social media strategy and support internal programs and customer events to build the SaaS Customer Success Brand.

Essential Duties & Responsibilities:

·  Development of targeted digital assets and creation of content for different channels including videos, references, presentations, templates, images, infographics, Web and portal content, blog posts and collateral.
·  Work closely with the EMEA & JAPAC Communications Leader, Digital Communications Manager, Content Designer and Front-End Developer to execute a cross-regional, multi-channel communications and branding strategy to internal and external customers.
·  Oversee the portals structure and content working with owners and the content designer to maintain the integrity of the sites and to help develop valuable content for the teams, Sales and other stakeholders.
·  Is responsible to design and maintain the content of any internal portals (i.e. Confluence )
·  Support the team's social media strategy and consolidate and deliver relevant and approved content to the team to share operating within Oracle's social media policy.
·  Facilitate and manage SaaS Customer Success participation in Customer implementation celebratory events; Customer Success Days and Oracle Open World (OOW).
·  Be a trusted advisor and brand advocate in digital communications opportunities, channels and best practice.
·  Collaboration with other Customer Success practices and other LOB's such as Sales.
·  Required to align working day in order to support regional requirements on occasions (e.g. attend/facilitate certain calls).

Skills:

· 5+ years' experience in creating content for both digital and traditional channels

· 3+ years' experience in driving Social Media Marketing

· 1+ years' experience in working with or in the Asia-Pacific region

· Strong marketing knowledge and experience in executing branding communication

· Good project management skills

· Creative with an keen eye for design

· Strong attention to detail

· Ability to work independently and as a team

· Proof-reading and copy-editing skills

· Organized with the ability to multi-task and perform under tight deadlines

· Ability to operate at all levels and influence stakeholders

· Advanced MS Office skills

· Excellent written and spoken English

· Adobe Creative Cloud Skills: Dreamweaver/Photoshop/InDesign/Illustrator/Acrobat Pro and video-editing skills would be highly desirable but not essential

· Region-specific language skills (particularly Japanese) highly desirable but not essential.

Qualifications:

· BSc degree in marketing, digital media, communications or another relevant field

· Additional qualification in web design or animation is a plus

Location: Bucharest, Romania