RB came to Austin this week, and there are a few observations to take note of
Does he want to be in this organization?
No clear career path defined for professional growth
A majority of employees seeking alternative employment
Clear lack of awareness for struggles on the ground floor
Is the runway getting shorter for this plane to not crash and burn?
When the average age is 23, you get childish behavior. It’s now the Oracle norm.
Observations and opinions are fine. Low level immature childish comments are not. Let’s grow up
RB lacks social skills and is ackward comment. I second that! He knows he is in over his head. He had made several comments about it.
This should be an interesting weekend. CSMs are all worked up. They must be at a happy hour together tagging on to each other’s posts. Get a job and get out. It’s that simple.
Crazy. I left around the time DR was let go and RB started. It always seemed off at how many CSMs we had across all the locations and tiers. What’s the total size of CSM org now?
You would have thought he had learned his lesson and would take a look inward and correct
Narcissists are never wrong..... in their own minds.
They will make up whatever they need to, to place the blame elsewhere. Look at DJT.... prime narcissist.
My former manager would say it was odd how he would shake the guys hands, but said he would hug the girls
That's really sick, guy has problems.
Can we address the elephant in the room? There are more “Ops” people than CSMs it seems. They were hoping for attrition and it didn’t happen. So now they are faced with having to let them go in the next few months.
RB and CB came from OMC land. They have no clue what challenges exist for Fusion products let alone know how to serve those customers. RB is oblivious to the ground floor and simply just used general concepts instead of true examples. The oblivious few are leading the knowledgeable masses in the trenches. Unfortunate.
It was apparent to me this week that RB is not remotely qualified to be a VP, let alone lead a team. Most definitely a remote team. He has the most awkward social skills. My former manager would say it was odd how he would shake the guys hands, but said he would hug the girls.
Oracle is such a large company that incompetence can hide easily. But unfortunately it catches up and why we see turnover at those levels quite frequently.
Customer and Success is not a CB or RB mission, but thar blames goes all the way to the top. They just care about bottoms like, revenue and stock. To hell with customer, products and employees.
Fast forward 5 to 10 years, Oracle will be a great case study on how a big blue chip company died and what lessons learned to take away.
LOL, true Oracle
RB visit was a joke! All his mgmt team have either left, leaving or looking for new jobs. All the CSMs are looking too. Team Leads are waiting for their managers to leave and get their jobs. This place is a mess.
RB and CB are corrupt. They gave our bonuses to their favorites in OMC clique. I am just waiting it out until we get new leadership. They both will be gone soon. Completely useless.
CB and RB’s strategy is clear. CB = attend conferences and make people think Oracle is a thought leader in Customer Success.
RB = Have pretty slides to convince others there is a game plan while remaining completely detached from reality.
Smoke and mirrors. Just ask employees and customers. The low end of the bar of Customer Success is set by Oracle, and it’s getting lower if that’s even possible.
I’m not even sure if people know what “Oracle Customer Care” is. To clarify, it’s the group of CSMs that we’re repurposed to communicate with customers through a confusing portal and redirect customers to other teams and places all day long. This disaster was designed by CB and RB who are completely clueless. The portal just frustrates our customers and solidifies their decision to leave Oracle. It’s sad that CB/RB could care less about the customer experience.
There was an Old Dilbert cartoon where Dogbert was narrating a presentation. "We abuse our employees and pass the savings into you". With Oracle it's "We abuse our employees and customers and keep the savings for ourselves".
customer care is an oxymoron at Oracle
Metrics are out of control at O and biz in general. The only metric that should matter for customer “care” should be Is the customer happy? Is he getting answers and keeping stuff up and running ?Happy enough to renew support contracts and add services? After working in the over metric environment, I can tell you that everything is about keeping the customer at arms length, forcing him to use tools that waste his time and fostering an environment of Pass the Buck among the support people.
Factor this in if you want to keep doing TSE work. Most of the larger tech companies have this. Do your homework to find the few that are using common sense and the KISS principle. Typically the smaller to medium places that don’t have the time or money for all the other BS. Also, learn Jira and Zendesk and other modern support tools. O’s bloated SR tool is a dinosaur and completely unimpressive to hiring managers. YouTube videos can help you get up to speed.
RB’s entire “Customer Care” team is totally lost in a sea of confusion. RB is responsible for this sinking ship and failing miserably.
Customer Care needs leadership who understand Oracle. Current regime does not come close. Painfully obvious.
Oracle Executives wake up and do what needs to be done!!
Oracle employees are not the problem, it’s the Id10t management that’s ruining it for eveyone including the customers. Employees are forced with impossible metrics and nonsense BS work to show that they are busy and defeating the morale for all working at Oracle. Total waste of time and unmeaningful work.
Not unaware just doesn’t care
RB just brings everyone down. Unreal how unaware he is. We would be better off if he stayed in Toronto. His direct reports all think he is hurting the organization while all the CSM’s are all trying to leave
Customer care is the platinum services team. The pooled CSM team. Not the license audit team.
so what does this new license audit teams do? Do they help clean up all of the fusion cloud contracts that were financially engineered and never implemented?
That is thenew name for the license audit teams?
Oracle “Customer Care” is an oxymoron.