Are you passionate about Clinical Trials and harnessing the power of technology to improve customer success?

Drive maximum adoption of Oracle solution (s) and identify/drive product expansion opportunities via high value relationship with the client. As a Customer Success Specialist IV, you will drive maximum adoption of Oracle Life Sciences solutions and identify/drive product expansion opportunities via a high-value relationship with the client. We're building our Customer Success team to support our growing company customer base in our latest clinical trial and safety software.

We need a strong customer success specialist to help us redefine the way we implement Customer Success across a broad spectrum of products that support Life Sciences and a broad spectrum of customers.

This includes strategies, implementation, and delivery of a new model that engages customers as we set them up to succeed. This position requires cultural aptitude and curiosity across a diverse, global organization, as well as the ability to navigate the sophisticated challenges of a constantly evolving organization. You must be highly adaptable to change and demonstrate both the ability and flexibility to vision conceptualization and tactical execution. In addition, the concept of think differently – act differently is key to the success position, a level of excitement is key the strategy of this position.

This position reports into the HSGBU Global Director of Customer Success. At Oracle Health Sciences, we work collaboratively as a team. We ambitiously strive for perfection and do not settle for “just OK.” We are curious and committed to continuous self-improvement. We use data and experience to improve our decisions. We are kind to each other and believe that diversity in thought leads to the best outcomes.

Here's What You'll Do:

• Provide excitement and passion for customers success
• Provide thought leadership in developing the customer success journey of new customers and existing customers.
• Act as mentor to newer CSMs on a voluntary basis.
• Implement and ensure the delivery of the new Customer Success model across our customers
• Measure how success models/strategies have improved our customers’ experience.
• Achieving quarterly targets in terms of renewal rates to maximize revenue and minimize cancellations.
• Provide input into the CSM methodology and direction.
• Builds on going customer relationships to drive renewals, maximize timely renewals and up sell to the client. Drives client issue resolution by bringing the appropriate resources in to assist or escalating to VP.
• Deliver communication/marketing that keeps everyone “in the know” about customer success.
• Drive the evolution of our new Customer Success model/program.
• Collaborate with key partners to ensure solutions are relevant, drive outcomes, and reinforce the culture across Oracle Health Sciences.
• Deliver Customer Success through engagement. 
• Work with medium/large 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.
• Internal operation include Operations, Sales and Product Engineering, and Services, etc.
• Identify product expansion/up sell opportunities.
• Responsible for sharing information across the CSM team via defined methods.

 

Here's What You'll Bring to the Table:

• Excitement and Passion for customer success
• 7 to 10 years of professional experience in Life Sciences within Clinical Trials, Pharmacovigilance or Safety
• Demonstrated experience in implementation or client facing relationship experience
• Understanding of various technical architectures and operating systems
• Life Science industry experience is key to this position
• Associates or higher or equivalent
• Experience managing high-level client relationships and escalations. (Life Sciences Industry).
• Proven track record of establishing a high-quality customer success models programs that together achieve the desired vision
• Ability to navigate the sophisticated issues of a scaling organization 
• Specific experience being responsible for customer success

This job is posted as an IC4 but depending on experience it could be an IC5.

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.

As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).