Regional PCSM BusOps Advisor takes the role of trusted business partner to the Regional PaaS CSM Leaders in EMEA, to support her / him in achieving the goals of CS organization within EMEA.
Regional CSM Leader Business Partnership
Regional BusOps Advisor will act as trusted business advisors to their Regional CSM Leaders. Their role is to participate in the adoption of the corporate and EMEA PCSM strategy, develop mechanisms to its implementation, monitoring and further improvement.
This includes involvement, active participation and advise in areas, such as :
Business planning and optimal territory coverage
Participation in GTM planning, budgeting and territory planning
Forecasting process leading to EMEA-defined forecasting KPIs
Liaise with Finance on compensation related matters within the given compensation model
Regular analysis of CSM performance, advise on improvement measures
Supporting Regional PCSM leader in collaboration with other LOBs (License, Systems, Consulting..)
Participation in regional business and account reviews, follow-up on actions
Design and implement the regional PCSM governance
Support the principle of learning organization, sharing and implementing of best practices
Act as Regional CSM stand-in within internal events, calls etc. In absence of regional CSM
Act as regional CSM board secretary
CS Programs & Initiatives Engagement
Responsibilities within the Regional PCSM BusOps Advisor include :
Participation in Cluster / Country CS boards, follow-up of actions
Coordination of x-LOB cooperation
Coordination of programs related to customer satisfaction (GRS or other dedicated program)
Coordinates with regional OMP leader
Regional CSM Teams support
Regional PCSM BusOps Advisor responsibilities include support to the team, with the aim to improve efficiency of the team, continuous performance and clarity on processes and tools. This includes also :
Support with onboarding new CSMs setup, orientation in tools, processes, access etc.
Communication of agreed KPIs and benchmarks
Communication of governance elements relevant to PCSM teams
Acts as first line escalation point in conflicts reg internal processes to assess the validity of the raised request within valid PCSM policies and internal guidelines
Monitor data quality in usage of CSM systems and initiate improvement actions
Collaboration with PCSM Interfaces & Ecosystem
Regional PCSM BusOps Advisors will navigate the teams to an efficient collaboration with the PCSM interfacing units and the wider Cloud ecosystem.
The will have a twofold role :
Ensure the designed processed are implemented in an efficient way
Feedback to EMEA level on possible improvements
Tools & Processes Automation
Advise and educate the leaders and teams on efficient use of Oracle available tools to monitor the business
Eliminate use of manual and security non-compliant reporting (i.e. extensive download of raw data stored locally)
Promotes continuous improvement and optimization of business monitoring tools and inputs to ensure their relevancy to business model and business focus.
Experience with high-volume transactional environment
Ability to excel in a fast-paced, cross-functional and dynamically changing environment
International leadership experience
Experience in setting up and implementing governance
Solid process and project management experience
Ability to analyze problems and challenges and outline related solutions fast, balanced and in a highly structured manner
Ability to run strategic programs and initiatives, engaging highest levels of the organization
Good organization awareness
Outstanding communication and influencing skills
Fluency in English, second EMEA language is recommended
Experience in top tier consulting firm
Good knowledge of XaaS (PaaS, IaaS, SaaS) industry
Experience in a subscription based Customer Success organization (mobile, telco preferred)
Experience in creation or re-design of an organization
Experience in setting up and implementing governance
XaaS product and process knowledge
Minimum Qualifications :
5+ years of relevant work experience
Degree / diploma in appropriate discipline (or equivalent)
Detailed Description and Job Requirements
Provides programs to improve operational efficiency, consistency, and compliance in support of the organization*s financial and tactical business objectives.
Provides business practices and processes. Develops, communicates, and trains the organization on business practices and processes.
Serve as a liaison with other divisions such as Finance, Contracts, HR, Legal, Shared Services, Accounts Receivable, Purchasing, and Risk Management in an effort to ensure accurate and timely transaction processing.
Collect, input, verify, correct, and analyze data to measure key performance indicator actual versus business objectives.
Provide updates to management regarding budget to actual, informing them of deviations and opportunities. Provide management with economic impact and compliance issues surrounding key business decisions and / or deals.
Communicate Oracle Business Practices to the organization and monitor process and approvals for full compliance. Drive implementation of new processes and procedures.
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.
Ability to collect, organize, and display data in spreadsheet format. Follow-through skills necessary to get information from internal and third parties and have data errors / omissions corrected.
For this, relationship management skills strongly desired. Strong written and verbal communication skills. 8 plus years relevant work experience.