Customer Success Manager – 83343.Customer Service Analyst 3-Support.SUPP.SUPPACC

 

The Oracle Construction and Engineering Global Business Unit has an immediate opening for a Customer Success Manager in our ANZ Managed Accounts team. This individual will be responsible for managing a portfolio of approximately 15-20 clients located in Australia and New Zealand. The successful candidate will have at least three years of experience in the client services, account management, professional services or customer success discipline. 

 

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

 

The right CSM would possess the following mix of skills, traits and abilities – 

 

Product Knowledge – Oracle CSMs guide customers through onboarding and implementation phases to accelerate time to value. We recommend good practices for ongoing cloud processes such as release strategy and management. We help customers realize continuous value by supporting product adoption. We help customers align their key business needs, processes, and goals by guiding them to achieving their ever-evolving desired outcomes. 

 

Having a demonstrable understanding of our offerings inspires trust and respect. Special consideration will be afforded candidates with construction industry knowledge, and knowledge of either Oracle Aconex, Primavera Cloud, P6 EPPM or Unifier.

 

Understanding Data – Understanding and interpreting data forms an integral part of the CSM’s role. The CSM will analyze short-term and long-term data to paint a complete picture of what is going on with our customers. You should be able to explain what’s going on, infer trends from that data, and ensure you keep that information secure.

 

Problem Solving – One of the most important aspects of a CSM’s skillset is their problem-solving abilities. A CSM provides solutions for our customers. A CSM needs to identify problems in the customer journey and offer tailored solutions to each issue.

 

Communication – Building successful customer relationships largely rests on how well a CSM communicates. The CSM gains broad support and buy-in for initiatives from internal and external stakeholders. They anticipate reactions and respond appropriately; they have the ability to adjust/tailor messages to the audience driving mutually acceptable outcomes. Every customer faces unique challenges in their journey, and it’s vital for them to feel heard. A good CSM will know how to listen to a customer, understand their challenges, and then communicate effective solutions.

 

Collaboration – CSMs build reciprocal relationships with different parts of the business, partners and customers. They provide a voice for the customer advocating on their behalf, driving their requirements with key stakeholders within our business to ensure they realise the full value of their investment. This includes being mindful of opportunities to expand a customer’s investment in our products and services, thus we work closely with sales, pre-sales, and professional services teams.

 

 

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

In this role, you will be considered the lead customer liaison for 4 -10 strategic, top-revenue Support accounts, and will attend one-on-one meetings with representatives of the strategic accounts. You will be responsible for managing internal projects, such as creating internal training curricula and schedules, presenting across lines of businesses, identifying and driving productivity improvement opportunities, coordinating, preparing and qualifying Premier Analysts for Customer Visits and employee mentoring.

Job duties are varied and complex, needing independent judgment. May have project lead role. Because of the nature of this position, a proven track record of demonstrated working skills including, but not limited to, excellent verbal and written communication skills, project management skills, ability to multitask and work under pressure, and (most importantly) an unabbreviated commitment to ensuring customer success. Bachelor*s Degree in either communications or information systems, previous account management and customer-focused experience, training experience in a software environment, prior working knowledge of or the desire to quickly learn about Oracle*s products, and six years related experience.