CX Community Manager

CX Community Manager

Micros Systems
7-10 years
Not Specified

Job Description


Overview of our Team
Oracle's Center of Excellence organization's mission is to deliver an exceptional customer experience to our SaaS customers enabling them to achieve their desired business outcomes and maximize the value they receive from Oracle's applications. You will be joining a fast-paced, dynamic team with a positive, inclusive culture that invests in each team member's individual development, health, and well-being.
The Digital Community Team will bring together product specific, customer-facing content, training, and services to help our customers thrive, leading to retention, renewal and expansion of their Oracle SaaS investment. A significant part of our charter is servicing our customers via a digital, data driven approach with heavy emphasis on targeted marketing outreach, complemented by leveraging internal systems, tools and our subject matter expertise to extend the reach of Community Success knowledge and services.
The Role
In this role, you will report to the Senior Manager of the Global Center of Excellence where you will develop and execute high volume, 1:many and 1:1, post-sale customer campaigns and communications across CX SaaS products at Oracle. The primary customer segment is the lower threshold of our SaaS customers base however, all customers can be invited to participate in these programs. Success will be measured by establishing an effective, high-volume Community Success model delivered via many channels while increasing product adoption along with increased renewal and expansion rates. While this role is part of the Global Center of Excellence, it will focus on English speaking customers and require regular cross-collaboration with our global customer success regions in support of our global Customer Success framework to ensure a world-class customer experience. This is a chance to be part of a team that is transforming our customer's post sales experience, helping them fully adopt the applications they've invested in. If you're looking to elevate your career - and have fun doing it - you've come to the right
BASIC QUALIFICATIONS:
  • Hands-on experience with at minimum one of the following Oracle CX Products (Eloqua, CPQ, Fusion Sales, B2C Service, Commerce, B2B Service, HR Help Desk, Field Service, Responsys, etc.) as a user, developer, solution engineer, consultant, or partner
  • Ability to publish and contribute to the creation and sharing of best practices, recorded videos, white papers, trainings, webinars, and workshops. At minimum, 30% of employee time will be allocated to these tasks
  • Customer Success/SupportServices experience responding directly to customers through the sales and delivery lifecycle preferred (on-boarding, implementing, adoption, value realization, and retention). Approximately 30% of employee time will be allocated to responding to customers on community forums
  • Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog

Preferred Requirements & Responsibilities
  • Experienced working across sales, business development, marketing demand generation, development, partner marketing, field marketing and product management teams
  • Experienced leading the design & development of integrated, digital 1:Many demand campaigns aligned to both global and regional priorities for cloud applications across CX product pillars with the end goal of improving the customer experience, usage and adoption of Oracle's cloud applications.
  • Content and Messaging experience work with Customer Success content managers to utilize and/or develop content for: online programs, nurtures, webcasts and events that map to target audience and the customer's journey stage. Employ value propositions and messaging focused on the customer's successful onboarding, implementation, adoption and value realization goals.
  • Ongoing Community Campaign Management and Execution: Manage lead generation/nurture campaigns to reach target audience and meet defined metrics.Initiateprograms - Community posts & webinars to engage existing customers.
  • Matrix leadership: inspire and collaborate with a blended team of Oracle, customers, and partners to address customer challenges
  • Advanced ability to manage customer escalations (internally and externally) and negotiate resolution
  • Genuine passion, interest, willingness and ability to adjust to continuously changing priorities and needs
  • Confident problem solver able to manage complex, data-driven projects
  • Comfortable and competent working in a complex stakeholder environment
  • Flexible and agile problem-solving skills
  • Proven effectiveness at leading and facilitating meetings and workshops
  • Intellectual curiosity
  • Experience and comfort working in an environment of ambiguity
  • Able to navigate ambiguous business situations and identify a path forward
  • Able to develop new approaches to accomplish work while clarifying and creating transparency across multiple constituencies.

Education
Bachelor degree level required advanced degrees a plus
Travel & Location
None - this is a fully remote position
About Us
Innovation starts with inclusion at Oracle. We are committed to creating a workplace where all kinds of people can be themselves and do their best work. It's when everyone's voice is heard and valued, that we are inspired to go beyond what's been done before. That's why we need people with diverse backgrounds, beliefs, and abilities to help us create the future, and are proud to be an affirmative-action equal opportunity employer.
Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status, age, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
Lead a team that acts as the central resource and driving force for the design, process, manufacturing, test, quality and marketing of product(s) as they move from conception to distribution. Organize interdepartmental activities ensuring completion of the project/product on schedule and within budget.
As a member of the product development division, you will analyze and integrate external customer specifications. Suggest and justify product directions and specifications. Specify, design and implement moderate changes to existing software architecture. Build new products and development tools. Build and execute unit tests and unit test plans. Review integration and regression test plans created by QA. Communicate with QA and porting engineering to discuss major changes to functionality.
Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Leading contributor individually and as a team member, providing direction and mentoring to others. BS or MS degree or equivalent experience relevant to functional area. 7 years of software engineering or related experience.

Job Details

Employment Types:

Innovation starts with inclusion at Oracle. We are committed to creating a workplace where all kinds of people can be themselves and do their best work. It's when everyone's voice is heard and valued, that we are inspired to go beyond what's been done before. That's why we need people with diverse backgrounds, beliefs, and abilities to help us create the future, and are proud to be an affirmative-action equal opportunity employer. Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status, age, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

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