Customer Success Manager

Oracle is a technology leader that's changing how the world does business. We're looking for an expert and self-motivated person. We appreciate you taking the time to review the list of qualifications and to apply for the position. Come and join us

As Oracle SaaS Customer Success Services (CSS) team, our mission is to ensure the success of our SaaS install base, help our customers drive value from their investment in our SaaS applications while deploying more and growing their usage. Oracle has the most complete and unified portfolio of modern, cloud based business applications in the world and a large and successful customer base.

What You'll Do

The objective of the Customer Success Manager (CSM) is to improve customer retention and expansion by facilitating activities and guiding them to the solutions value while also driving increased SaaS revenue. The CSM works at a strategic level across all product pillars in the cloud, leading teams in the delivery and continuous improvement of large scale groundbreaking cloud projects. Act as an enabler and trusted advisor to customer to ensure they remain successful and engaged with their entire Cloud solution so they understand the full value of their investment with Oracle. You 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 managers to enable further adoption of Oracle products within your customers.  You are one team, all responsible for delivering value to the customer with strong product knowledge and discovery expertise.

You will be responsible for delivering consistent, adherent and diligent collaboration with the internal stakeholder teams and will work collaboratively with them to deliver activities that fit with the strategic direction of the customer over the entire cloud estate. 

As a Customer Success Manager, you will:

• Collaborate with the Sales Manager and broader account team to develop and deliver an overall account strategy and plan for the customer, that advises company resources to encourage renewal and return of investment cross pillar
• Develop and maintain a continuous close relationship with the relevant Account Team throughout the customer lifecycle
• Facilitate relationships across various customer teams, brands, and/or departments to further strengthen Oracle's partnership with customers
• Regularly provide visibility of account at an executive level both internally and externally, defining progress against customers' business objectives; any metrics that define success to the customer (return on investment); and identifying risks and appropriate mitigations
• Deliver regular business reviews and success plans to senior executives and key business stakeholders
• Coordinate cross pillar activities across the account to ensure significant achievements for your customer such as upgrades, new releases and new features are handled effectively and with no adverse impact on co-existing pillars and identifying lessons learnt for future achievements within or across pillar
• Engage and understand the customers cloud strategy within and cross pillar in order to guide the customer by providing resources that can assist their strategic business direction across pillar
• Support other CSMs in their role acting as a 'coach' in working effectively with the customers support service to ensure it is being effective for enhancement requests and customer concerns
• Develop a positive relationship with the senior leadership in your customer on a technical and business level
• Support in collaborating with Oracle's Reference team to ensure 'reference fatigue' is avoided and customers can take advantage of our reference program
• Understand the value of the internal Oracle processes and tools available to assist your search for answers and for pro-active planning

Required Skills/Experience

What You'll Bring

You have that rare combination—a sharp technical brain and a head for business. You'll use this to help customers achieve real-world success with our products. We also look for:

• Experience in a customer facing role involving cloud based/SaaS technology with collaboration of senior stakeholders
• Consistent track record to delivery sophisticated projects with multiple internal and external stakeholders
• Consistent track record to develop and cultivate lasting customer relationships with limited resources
• Strong technical understanding around cloud solutions, operating concepts and infrastructure (cloud, integration, lifecycle management etc)
• Experience in delivering continuous improvement and change effectively to organisations
• Project management and delivery including effective risk management skills
• Pro-active commercial competence
• Leadership and effective influencing skills
• Written and verbally communicate a sophisticated message in a simplistic way
• Resilient, handling pressured situations optimally
• Confident and engaging presentation skills, personable, positive, empathic & tenacious with effective objection handling skills
• Strong desire to learn and develop personally
• 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

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Career Level - IC4