INTRODUCTION
Will be based in Nairobi- Kenya, will be responsible for the Sub-Saharan Africa region and will report to the Support Vice President for Africa & Levant.
The role of thePremier Services Renewal Manager is to make sure the Renewal business runsefficiently, effectively and smoothly in his/her assigned region, and makes ita customer enhancing experience.
Manages, protectsand develops the Premier Support contract base in order to meet the bookingsales targets and specific KPI’s. One of the key objectives being to achieve100% on time renewal rate.
Leads a team of NationalAccount Managers and customer Success Managers based in Kenya and various othercountries.
Works closelywith Digital Renewal Centre (DRC, a Telesales organization), country LicenseSales and ACS Sales teams and Management and Field Operations, in order tooptimize “on-time” renewals and revenue recognition.
Will be requiredto travel to countries within Sub-Saharan Africa region to meet with customers,Business Partners and direct reports. With Nigeria having the largest businessin Sub-Saharan Africa, it should be expected that at least one week per monthshould be spent in Nigeria.
COUNTRY (CLUSTER) BUSINESS MANAGEMENT AND DEVELOPMENT
Build a TerritoryBusiness plan. Allocate territories and sales targets. Ensure smooth transitionof renewals to the DRC according to sales model. Proactively manage Salessystems & processes.
Given thesubscription type business the main skills required are strong governance, duediligence, pro-activity, systematic working, process orientation and detaileddeal planning to meet hard deadlines.
Ensure PremierSupport processes, business practices, procedures and policies are followed.
Oracle Support business management is very tightand rigid meaning there is full transparency into every single deal. Oraclesets very high expectations for strong deal management including documented andagreed steps with internal / external stakeholders for signing the renewalbefore or on its due date.
Gives feed-backto Senior Management on any systems or processes issues that could impactbusiness efficiency
Drives changes and implementations of newprocesses.
Strive foroperational Excellence
PLANNING AND FORECASTING:
Participate and provideinputs during the budget setting exercise.
Accurately reports and forecastsagainst defined targets. Tune resources versus budget.
Drives customer and partner education of OracleTechnical Support policies and reinforcement of the same.
Ensures onsite Support for the remote Egyptbased DRC renewals team who is responsible for renewing small andmedium sized renewal in SSA and other clusters.
Ensures onsite Support for the remote Romaniabased Credit and Collections team.
Evangelize the Value of Support to Customers andPartners, minimizing risk for cancellation or late renewals.
Collaborating with other Liens of Business (LOBs)to ensure successful transformation of customers from License to Cloud basedsolutions.
MANAGE AND DEVELOP PEOPLE
Provide visionand Leadership and creates motivation within the teams in order to ensure targetachievements.
Define individualand team objectives in line with: Fiscal year budget, EMEA main objectives,published key metrics/ KPI’s for Premier Support.
Analyze peopledevelopment needs. Develop and sustain people accordingly. Develop industriesexpertise (i.e. Public Sector).
Regularly reviewindividual performances towards the set of defined objectives according todefined Appraisal and Personal Development Plan requirements. Providefeed-back, give clear vision on what is expected from each member of the team andmanage their performance.
Promote PremierSupport career path and encourage career development DEVELOP PREMIER SUPPORTSALES BEHAVIOURS. Train people at promoting and selling the value of OraclePremier Support internally and externally.
Attend Licence Sales’Key customers Account reviews. Promote Territory plans preparation.
Encourage cultureof customer focus & develops Top accounts proximity. Acts as the point ofescalation and resolution for customer issues.
Maintain strongrelationships with other lines of business in cluster. Promote the OracleVision. Maintain and promote an understanding of Oracle’s strategic directionand interpreting its relevance to the industry sector.
Maintain a strongawareness of Oracle’s current and future application/technology products andservices.
Maintain a clearunderstanding of competitive and partner activity relevant to industry sector
Detailed Description and Job Requirements
Drive the renewal of Oracles contracts to existing customers.
Manages operational performance goals.
Will be responsible for achieving monthly targets in terms of renewal rates and other productivity metrics in maximizing revenue, minimizing cancellations and backlog.
Establish targets and territories, improve internal processes and systems to achieve operational performance that meets or exceeds goals.
Establish and measure group goals and team performance against specific target objectives.
Conducts regular training and mentors Renewal Reps.
Interviews and makes hiring decisions for qualified candidates.
Conducts performance reviews, provides career development coaching and takes necessary corrective action to address poor performers.
Provides regular performance metrics to senior management.
Manages and controls activities in multi-functional areas or sections.
Ensures appropriate operational planning is effectively executed to meet business needs.
Ability to hire and train new sales representatives.
Ability to resolve customer satisfaction issues.
Demonstrated leadership skills.
Effective written and verbal communication skills, ability to present to large and small audiences.
Ability to negotiate price, other concessions and terms and conditions. Strong quantitative, analytical and conflict resolution abilities.
