Laura Linnig

Ensuring a consistent and effective knowledge & communication strategy for the overall EMEA customer success organization by estabishing various communication vehicles & Knowledge Portals; Implementing a CS SaaS Reference Strategy plugged into Oracles Reference Program; Driving Customer Advocacy for CS SaaS EMEA including customer centric programs and expansion of EMEA Social Media Strategy as well as implementing regular communication, reporting & analysis of Customer Satisfaction scoring;

Introduction, deployment and expansion of the LMS EMEA Strategic Accounts Program based on the Customer Enablement Program for our Key Accounts across EMEA as key driver for effectiveness and efficiency; Emphasis on communication, program management, processes and strategies; Adding transparency to IT, Business Operations and x-Lob organizations developing strong business partnerships and formalizing the lines of communication.

Introduced & managed the deployment of the Customer Enablement Program for our Key Accounts across EMEA based on SAM strategy with an emphasis on processes and strategies to develop project management and customer success fundamentals; Internal project team organization delivering value to customer base by providing excellence of service. through support of coaching and developing the team.

Built and implemented a comprehensive and integrated Communication and Collaboration governance model to increase visibility of Oracles License Management Services value propositions, offerings, strategy, and benefit of services internally & externally. Created and sustained strategies & processes for information and knowledge exchange within the EMEA organization via various communication vehicles; Built a collaborative learning environment for knowledge sharing by leveraging Web 2.0 tools & ideas;

Defined new learning methods, team collaboration, & knowledge sharing including Change Management & Influencing behavior to increase customer satisfaction and the quality of customer service. Raised & expanded influencing networks x-Lob/companywide to increase awareness of offerings and benefits; Created a continuous learning environment allowing influence of market demand and outperform the competition; Facilitated collaboration and best practices for rapid and sustainable knowledge transfer and re-use.

Coordinated and managed the programs charter including Knowledge Management, Communication & stakeholder alignment; Support of intended Communication & Collaboration Strategy (Web 2.0 and Social Media) and community portals developping internal communities as a vital organizational component; Virtual Team Leader (+12pax);

Supported the development and roll-out of a Three-Year-Program from an EMEA perspective to internally enable, align & connect Oracles’ globally existing Industry Communities (EMEA/NA/APAC/LAD) to increase usage of synergy effects, drive forward industry specialization, ensure transparent & consistent use of communication vehicles/media in diverse market segments at the same time providing tailored and industry specific training to the community audience.

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