Oracle Modern Cloud Applications helps reimagine business, their practices and experiences. The best-of-breed Software as a Service (SaaS) applications in Oracle Cloud are integrated with social, mobile and analytic capabilities helps deliver the experiences customers expect, the talent to succeed and the performance the market demands.

As a Customer Success Manager (CSM), you will maintain post-sales contact to own the successful and ongoing relationship with an assigned customer base to achieve a high level of customer satisfaction and loyalty.  You will guide our customers in providing outstanding customer experiences, specifically with regard to their operations, and to meet their business objectives.

Success in this role is demonstrated by contract renewals, achieving an expansion value, customer reference ability and solution utilization.

Roles & Responsibilities

• Drive Customer Success
• Develop long term partnership with customers, remotely and in person, by realizing the full value of their investment and linking benefits back to the customer’s key business issues
• Drive maximum adoption of Oracle solution by regular reviews and discussions to highlight key results, metric analysis and process/procedure changes to demonstrate value and ROI
• Ensure customer continues to renew contract with Oracle with favorable terms and conditions
• Identify and drive solution and service expansion and new business opportunities by presenting and recommending new Cloud products, services and partner solutions
• Responsible for maintaining a high level of customer satisfaction by being a liaison between our customers and Oracle’s internal operations
• Actively work with Regional Sales Managers in the preparation and execution of individual customer sales strategies
• Work closely with the Solution Sales Leadership, Product Champion and Marketing team to initiate and participate in the development, implementation, communication and monitoring of customer success stories.

 

Desired Attributes

• Confident and assertive
• Positive disposition
• Self-starter and comfortable to work autonomously
• Ability to balance customer needs with Oracle’s needs
• Willingness to 'roll up one's sleeves' and assist wherever needed

Basic Qualifications

• The right person will have a balanced background including extensive Sales Consulting /or Solution Implementation experience
• Demonstrated capability to build and maintain strong relationships with a diverse set of internal and external business owners and stakeholders across all organizational levels
• In-depth knowledge in Enterprise Resource Management (ERP) and Financials management
• Strong verbal and written communications skills are a must, as well as the ability to work effectively across internal and external organizations.
• Bachelors degree required

Preferred Qualifications

• Experience in package systems implementation (Finance, Supply Chain, Human Capital Management) and customer facing relationships
• Exposure to ANZ markets
• Exposure to the partner ecosystem across ANZ

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.