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Customer Success Manager III - SaaS Volume Business -21000MFAApplicants are required to read, write, and speak the following languages : English, Spanish
Oracle's Customer Success organization enables our customers to achieve the highest business value and profit from their investment in Oracle Cloud.
The Oracle Customer Success program exists to foster enduring relationships, where expertise, experience, and enthusiasm are shared.
Our goal is to enable, simplify and empower our customers to achieve the best possible value from their Cloud investment.
The Customer Success team engages the right experts within Oracle to provide the advice and service our customers require.
Customer Success Managers (CSMs) ensure that Oracle Cloud solutions are aligned with our customer's business goals and Key Performance Indicators during the entire lifecycle.
The objective of the Customer Success Manager is to maximize customer retention and success while also driving increased subscription revenue.
In this role you will focus on the volume business; The Customer Success Manager is a Business Partner, responsible to help a portfolio of +50 Mexican customers achieving the maximum possible value they can with the Oracle suite of applications.
You will work towards individual annual targets for driving adoption of your customer’s subscriptions and work closely with sales to enable further adoption of Oracle products within the volume installed customer base.
Develop a deep understanding of customers’ strategy and business objectives and drive the use of the SaaS applications to help them achieve those objectives
Maintain a proactive and reactive dialogue with customers through standard interactions : success plans, business reviews, events, knowledge portal, chat, and webinars.
Identify risks to the customer achieving their objectives and work with other Oracle teams to build a rescue plan or escalate as needed.
Work with the account team (Sales / Renewals) to ensure timely renewal and expansion opportunities.
Develop expertise on the SaaS applications in order to highlight new offerings and updates to existing features and capabilities.
Stay informed on product-related trends and competitive offerings.
Coach customers to ensure they are leveraging all available Resources e.g. My Oracle Support, Oracle University, Customer Connect, Product Development, User Groups, webinars, etc.
Build, develop and maintain a territory management approach to implement effective customer coverage through the customer portal and other mechanisms, to ensure regular proactive communication with our volume install customer base.
Create simple messaging around the value of the overall solution and encourage optimal utilization.
Research and survey customers’ business objectives and definitions of success (ROI). Gather baseline metrics and create and execute customer-facing activities covering all the customer lifecycle stages.
Provide generic best practices and industry benchmarking materials via self-service and proactive push communication.
Work closely with the support, presales, and consulting teams including partners to make sure you can deliver the program content and resolve customer needs in an effective and high-quality way.
Build and maintain strong relationships with the main partners involved in the customer base you will be working with.
Essential Knowledge and Background
3+ years experience working with SaaS applications and / or providing strategic advisory / business consultancy services
Consulting and advising experience
SaaS-related experience (Oracle desired, ERP, HCM, CX, etc.)
Experience with cloud-based / SaaS solution offerings is desirable.
Proven track record in working in a customer-facing role via remote programs.
Proven track record in addressing a large group of customer portfolio via programmatic execution
Experience in delivering content via social media, webinars, and other relevant online delivery channels and methods.
Essential Skills and Abilities
Action-oriented, problem-solving attitude, work under high pressure.
Strong Analytical capabilities
Ability to lead cross-functional business and technical teams to provide timely issue resolution
Ability to create and sell business cases to internal and Customer audiences
Excellent management, project management, time management, and communication skills, proven track record in excellent presentation skills in virtual delivery is a definitive asset.
Perform as an absolute team player who will work within the company to continue improving the way Oracle serves its Customers
Bachelor’s degree or equivalent experience in computer science, business, or related field
Experience supporting the implementation of enterprise-class, mission-critical applications
Technical background ideally with Oracle experience is preferred
Excellent verbal and written communication skills
Passion and ability to influence facilitate and juggle several competing issues at any one time.
Fluency in spoken and written English and Spanish
Detailed Description and Job Requirements
Drive maximum adoption of Oracle solution and identify / drive product expansion opportunities via high value relationship with the client.
Work with medium sized clients to 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. Responsible for sharing information across the CSM team via defined methods.
Job duties are varied and complex utilizing independent judgment. 5 to 7 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.