Support/Services Renewal Senior Manager at Oracle

Job description

INTRODUCTION

• Will be based in Kenya, will be responsible for the Sub-Saharan Africa region and will report to the Support Vice President for Africa & Levant.
• The role of the Premier Services Renewal Manager is to make sure the Renewal business runs efficiently, effectively and smoothly in his/her assigned region, and makes it a customer enhancing experience.
• Manages, protects and develops the Premier Support contract base in order to meet the booking sales targets and specific KPI’s. One of the key objectives being to achieve 100% on time renewal rate.
• Leads a team of National Account Managers and customer Success Managers based in Kenya and various other countries.
• Works closely with Digital Renewal Centre (DRC, a Telesales organization), country License Sales and ACS Sales teams and Management and Field Operations, in order to optimize “on-time” renewals and revenue recognition.
• Will be required to travel to countries within Sub-Saharan Africa region to meet with customers, Business Partners and direct reports. With Nigeria having the largest business in Sub-Saharan Africa, it should be expected that at least one week per month should be spent in Nigeria.

COUNTRY (CLUSTER) BUSINESS MANAGEMENT AND DEVELOPMENT

• Build a Territory Business plan. Allocate territories and sales targets. Ensure smooth transition of renewals to the DRC according to sales model. Proactively manage Sales systems & processes.
• Given the subscription type business the main skills required are strong governance, due diligence, pro-activity, systematic working, process orientation and detailed deal planning to meet hard deadlines.
• Ensure Premier Support processes, business practices, procedures and policies are followed.
• Oracle Support business management is very tight and rigid meaning there is full transparency into every single deal. Oracle sets very high expectations for strong deal management including documented and agreed steps with internal / external stakeholders for signing the renewal before or on its due date.
• Gives feed-back to Senior Management on any systems or processes issues that could impact business efficiency
• Drives changes and implementations of new processes.
• Strive for operational Excellence PLANNING AND FORECASTING: -Participate and provide inputs during the budget setting exercise. Accurately reports and forecasts against defined targets. Tune resources versus budget.
• Drives customer and partner education of Oracle Technical Support policies and reinforcement of the same.
• Ensures onsite Support for the remote Egypt based DRC renewals team who is responsible for renewing small and medium sized renewal in SSA and other clusters.
• Ensures onsite Support for the remote Romania based Credit and Collections team.
• Evangelize the Value of Support to Customers and Partners, minimizing risk for cancellation or late renewals.
• Collaborating with other Liens of Business (LOBs) to ensure successful transformation of customers from License to Cloud based solutions.

MANAGE AND DEVELOP PEOPLE

• Provide vision and Leadership and creates motivation within the teams in order to ensure target achievements.
• Define individual and team objectives in line with: Fiscal year budget, EMEA main objectives, published key metrics/ KPI’s for Premier Support.
• Analyze people development needs. Develop and sustain people accordingly. Develop industries expertise (i.e. Public Sector).
• Regularly review individual performances towards the set of defined objectives according to defined Appraisal and Personal Development Plan requirements. Provide feed-back, give clear
• vision on what is expected from each member of the team and manage their performance.
• Promote Premier Support career path and encourage career development DEVELOP PREMIER SUPPORT SALES BEHAVIOURS. Train people at promoting and selling the value of Oracle
• Premier Support internally and externally.
• Attend Licence Sales’ Key customers Account reviews. Promote Territory plans preparation.
• Encourage culture of customer focus & develops Top accounts proximity. Acts as the point of escalation and resolution for customer issues.
• Maintain strong relationships with other lines of business in cluster. Promote the Oracle Vision. Maintain and promote an understanding of Oracle's strategic direction and interpreting its relevance to the industry sector.
• Maintain a strong awareness of Oracle's current and future application/technology products and services.
• Maintain a clear understanding of competitive and partner activity relevant to industry sector