Customer Success Manager

Construction & Engineering Global Business Unit

General Description

The Construction & Engineering Managed Account Customer Success team ensures our customers are successful in implementing, running, and maturing their usage of CEGBU products. Our focus is collaborating with our CEGBU customers throughout their relationship and partnership with Oracle and providing visibility of their needs back to the organization.

The Customer Success Manager, CSM, is the primary point of contact for a portfolio of cloud customers. The person filling this role is responsible for customer relationship, operational delivery, and satisfaction through the coordination of internal teams on customer facing activities, escalation management, and program visibility, as well as contributing to the overall operations of the Customer Success team via projects and process improvement work.

Ultimately, the success of this role is driving and securing a high level of customer satisfaction, based on a positive customer experience, thus ensuring expansion opportunities, referenceability and cloud renewals.

 

Detailed Description and Job Requirements

Develops and manages the Oracle Support relationship with a designated number of accounts throughout engagement. Maximizes the customers’ use of Support Services, drives high degree of satisfaction and referenceability, and to protect and enhances Support revenue streams.

 

• Develop long-term partnership with customers to ensure they remain successful by realizing the full value of their investment to ensure renewals and expansions.
• Act as the main point of contact for Oracle customers and acts as a point of escalation for your customer’s critical issues
• Works closely with the Account Management and Sales teams to support strategic client initiatives
• Manages and supports the delivery of the Operational Plan and Key Success metrics as required to support a successful renewal and expansion.
• Develops and maintains relationships with senior management across lines of business and third parties.
• Plans and deploys support activities to ensure effective delivery within agreed budgetary constraints.
• Manages change, risk, issues, and monitors the client status and ‘health’ to support customer satisfaction levels
• Advises the customer on effective and efficient way to use Oracle support services and products, tools, systems, interfaces, and procedures.
• Manage on-boarding, upgrades, patching and other change management activities for cloud customers
• Guide customers through significant service milestones such as upgrades, new releases etc.
• Drive customer adoption working with internal CEGBU teams (Product, Engineering, Sales, Provisioning, etc.)
• Assures and improves the quality of the service, maintaining accurate account information.
• Communicates opportunities for customers to engage with Oracle such as technical events and business seminars.
• Assists in the renewal of client agreements and contributes to pre-sales activities where required.
• Provide generic best practices and industry benchmarking materials via self-service and proactive push communication.
• Collaborate with Oracle’s Marketing team by encouraging customer advocacy and creation of case studies to help maintain the Customer References program
• Identify expansion opportunities via high value relationship with the client

 

Skills and Experience:

• Significant experience with the CEGBU products and/or targeted industry knowledge
• Significant experience with cloud-based/SaaS solution offerings and a passion to communicate their value to clients.
• Proven ability to develop and cultivate lasting customer relationships
• Superior customer management and communication skills
• Proven track record in working in a customer facing role via remote programs
• Proven track record in addressing customer portfolios via programmatic execution
• Ability to lead cross functional business and technical teams to provide timely issue resolution
• Strong problem solving and troubleshooting skills
• Project Management experience with proven capability to lead cross functional business and technical teams to provide timely issue resolution
• 5+ years’ relevant work experience
• Strong account management skills acquired through advanced training, study and experience.
• Extensive exposure to large/medium accounts needing subtle management often in difficult circumstances.

Develops and manages the Oracle Support relationship with a designated large account or small number of medium accounts throughout engagement. Maximizes the customers’ use of Support Services, drives high degree of satisfaction and referenceability, and to protects and enhances Support revenue streams.

Main contact for Oracle customers. Manages the contract, or delivery engagement as defined by Oracle Service Support (OSS). Develops and maintains relationships with senior management across lines of business and third parties. Plans and deploys support activities to ensure effective delivery within agreed budgetary constraints. Advises the account on effective and efficient way to use Oracle support services and products, tools, systems, interfaces, and procedures. Assures and improves the quality of the service, and maintains accurate account information. Communicates opportunities for customers to engage with Oracle such as technical events and business seminars. Assists in the renewal of Support contracts, and contributes to pre-sales activities.

5-8 years of relevant experience. Specialist in account management practice. Fully proficient practitioner able to communicate at all levels within the account and create opportunities for the client to grow and improve their Oracle products and services. Proven ability to be customer focused, and developed acumen to cultivate and develop lasting customer relations. Job duties are varied and complex, needing independent judgment. May have project lead role.

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).