The objective of the Customer Success Manager (CSM) is to maximize customer retention and expansion by facilitating activities and guiding them to the solutions value while also driving increased SaaS revenue. In this role you will act as an enabler and trusted advisor to your customers to ensure they remain successful and engaged with the solution so they understand the full value of their investment with Oracle. For this role you will need to be definitive in your goals but flexible in your approach. As part of the role you will continuously improve on your network and internal relationships, working closely with sales, implementation success managers and customer success executives to enable further adoption of Oracle products within your customers. You are one team, all responsible for delivering value to the customer with deep product knowledge and discovery expertise.
Consistent, adherent and diligent collaboration with the internal stakeholder team including the Customer Success Executive (CSE) is required for the team to be pro-active in delivering value to your customers. The CSE works at strategic level across all product pillars in the cloud. Teamwork and regular communication between you both is fundamental to delivering the overall objective to the customer.
Essential Duties and Responsibilities
Promote and educate customers on the resources and wider customer communities available to the customer. These are the forums which will encourage engagement, drive future projects forward and optimal utilization.
Act as a ‘coach’ in working effectively with the customers support service to ensure it is being effective for enhancement requests and escalations.
Develop and maintain a continuous close relationship with the relevant Application Sales Representative(s) throughout the customer lifecycle.
Where applicable partner with the account team and CSE to develop successful account strategies and plans that direct company resources to encourage renewal and return of investment cross pillar.
Diligently and consistently update the internal Customer Relationship Management system (this is currently called Customer Lifecycle Management) with the customer’s business objectives and any metrics that define success to the customer eg. return on investment.
Understand the value of the internal Oracle processes and tools available to assist your search for answers and for pro-active planning.
Use customer surveys for product and service feedback to help product management define the product roadmap and create continuous performance improvements across all teams.
Collaborate with Oracle’s Reference team to ensure ‘reference fatigue’ is avoided and customers can take advantage of our reference program.
Engage and understand the customers cloud strategy and the guide them by providing resources that can assist their strategic business direction.
Deliver regular business reviews and success plans to senior executives and key business stakeholders.
Guide your customer through significant service milestones such as upgrades, new releases and new features.
Experience in a customer facing role involving cloud based/SaaS technology with collaboration of senior stakeholders.
Proven ability to develop and cultivate lasting customer relationships with limited resources.
Degree in related field, Computing or Business & Information Technology preferred.
Experience or 2 years + knowledge of the industry type this CSM position is for.
Essential Skills & Abilities
Written and verbally communicate a complex message in a simplistic way.
Team working and collaboration.
Confident and engaging presentation skills, personable, positive, approachable & tenacious.
Extremely diligent & succinct organisation & communication skills.
Strong time management work ethic and focus on delivery.
Able to travel at short notice 50% of the time.
Mirroring & ability to engage and be engaging at all levels.
Drive maximum adoption of Oracle solution and identify/drive product expansion opportunities via high value relationship with the client.
Develop long term partnership with our clients to ensure they remain successful by realizing the full value of their investment with us to ensure client continues/replenish/renews contract with Oracle. Responsible for maintaining a high level of client satisfaction by being a liaison between our clients and Oracle's internal operations. Identify product expansion/up sell opportunities. Work with larger clients. Provide input into the CSM methodology and direction. Act as mentor to newer CSMs on a voluntary basis.
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. Recommended 7 to 10 years of professional experience. Demonstrated experience in implementation or client facing relationship experience. Understanding of various technical architectures and operating systems. Industry experience is desired.
Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.