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 customers’ business goals and Key Performance Indicators during the entire lifecycle. 

The objective of the ERPM Customer Success Manager is to maximize Customer retention and success while also driving increased subscription revenue. 

The Customer Success Manager is a Business Partner, responsible to help a portfolio of +15 customers achieving the maximum possible value they can with Oracle ERPM 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.

Essential Duties

• Develop a deep understanding of customers’ ERPM strategy and business objectives and drive use of the ERPM applications to help them achieve those objectives
• Maintain a proactive and reactive dialogue with customers through standard interactions: success plans, business reviews, value adoption assessments, events, knowledge portal and webinars.
• Identify risks to the customer achieving their objectives and work with other Oracle teams to build a retention plan or escalate as needed.
• Work with the account team (Sales / Renewals) to ensure timely renewal and expansion opportunities.
• Develop expertise on the ERPM  applications in order to highlight new offerings and updates to existing features and capabilities.
• Stay informed on ERPM related trends and competitive offerings.
• Coach customers to ensure they are leveraging all available Resources e.g. My Oracle Support, Oracle University, Customer Connect, Oracle Consulting, Product Development, User Groups, webinars etc.
• Build, develop and maintain a territory management approach to implement effective customer coverage to ensure regular proactive communication with our 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.
• 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

• Consulting and advising experience
• Oracle ERPM experience is mandatory
• 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 and problem-solving attitude
• 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 organization, 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 Arabic

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. 12-15 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

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).