JOB DESCRIPTION - SaaS Implementation Success Manager

Discretionary Job Title : Implementation Success Manager

Responsible for assigned EMEA and APAC SaaS Implementations out of India (Offshore)

Role Description :

- ISMs drive successful SaaS implementations by acting as a trusted advisor to customers and Implementation Partners in the domain of SaaS implementation project management and best practices. Success will be realized through establishing value-added customer implementation engagements, shortened time to value and numbers of successfully live customers. In this role the Implementation Success Managers will focus on SaaS implementations across EMEA and APAC remotely out of India.

He or she will drive towards the following objectives :

- Help customers to successfully adopt go-live with the subscribed SaaS products.

- Provide advise and guidance to customers and partners about implementation best practices.

- Connect customers and partners with Production Development and other Oracle stakeholders when required.

- Provide information and guidance for customers new to the Oracle Cloud to get them headed in the right direction after go-live.

- Build the foundation for customer advocacy (references)

- Develop and maintain product expertise in on of the three pillars HCM, ERP and CX

The ISM will closely work with regional ISM Leaders.

Essential Duties :

- Drive customer SaaS implementation success by acting as a trusted advisor to customer and partner in domain of project management and deployment

- Build relationship with customers and help them to design change management programs to expedite users Cloud adoption

- Act as a Single Point of Contact (SPOC) between customer-partner and Oracle during the implementation project lifecycle

- Work closely with the implementation partner to ensure joint project success

- Monitor Cloud projects implementations and report to Oracle Management on projects progress, issues, risks and go-lives

- Escalate critical project issues and involve different Oracle stakeholders to resolve those issues and mitigate project risks

- Do a proper handover to Client / Customer Success Manager (CSM) after customer go-live to ensure smooth transition to stable operations and continuation of relationship with Oracle team.

Essential Knowledge and Background :

- Project Management in Consulting/SI

- Implementation Experience with one of the 3 pillars

- Experience of the implementation project lifecycle

- Product knowledge within one of the Fusion Application product pillars

- Experience in working with customers in EMEA / APAC

Essential Skills and Abilities :

- Consulting experience in Project management and/or Fusion Cloud project delivery

- Live and breathe the desire and commitment to making our customers successful

- Analytical capabilities

- Ability to lead cross functional business and technical teams to provide timely issue resolution

- Perform as an absolute team player between Oracle stakeholders, customer and partner

- Bachelors degree or equivalent experience in computer science, business, or related field (Masters preferred)

- Strong verbal and written communication skills

- Demonstrate passion and ability to influence, facilitate and juggle a number of competing issues at any one time.

- Fluency in spoken and written English.

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