- Senior Account Manager - Client Success
- Melbourne CBD
- Valid Australian working rights
The Oracle Construction & Engineering Global Business Unit (CEGBU) industry’s most advanced solutions for planning, building and operating assets, partnering with leading organisations globally.
We are searching for an independent, experienced and
pro-active individual who strives for excellent, builds relationships and
maximises revenue and customer satisfaction. The role will provide account
management services to a defined and growing set of very large, high profile
global and regional accounts.
The purpose of this role is to grow revenues through the
identification and qualification of additional products and services as well as
to develop and manage the execution of customer success strategies which
ensures customer value from investments and retention.
Experience in the construction and engineering industry and
SaaS are preferable but it’s the interpersonal skills and the right attitude
that will make the right candidate successful in this role.
There is a large component of stakeholders management internally and externally and team work with Sales Executives, Customer Success Managers, Sales Directors and Client Services teams.
Below is a detailed description of this opportunity.
Job Purpose
To provide strategic account management services to a defined portfolio of high profile, high value (possibly global) accounts with the objective of increasing the accounts investment, appreciation and value of Oracle CEGBU products and services to secure all accounts indefinitely.
Responsibilities
General
Deliver against all required KPIs
- Revenue Retention & Growth
- Account Retention
- Time to Value & Success Initiatives
- Customer satisfaction
- Customer References
Account Planning
Develop and execute high quality and actionable Account plans for all accounts in conjunction with account sales rep such as\:
- New Account Onboarding Planning (Implementation & Initial Onboarding) within the first 30 days of a new account
- Investment Decision Plan & Customer Maturity Plan within first 6 Months
- Adoption and Value Realization Plan throughout the term and as determined by account
- Renewal Account Plan begins between 6-12 months from renewal date (depending on the account)Opportunity plans as an when there is an opportunity
Relationship Management
- Focused point of contact for primary/executive communications and corporate interactions with the account.
- Develop engagement plan to enhance long-term corporate value of the account.
- Continuously identify and establish relationships with key stakeholders and influencers within accounts.
- Full understanding of the accounts purchasing and decision processes.
Direct Revenue Generation
- Develop in-depth understanding of account objectives and problems to identify and qualify all opportunities within the account to ensure Sales wins
- Prepare the account for Renewal by formulating the renewal process as defined by the Renewal strategy.
- Continuously promote and qualify new product and services opportunities for all accounts
- Support in the preparation of presentations and proposals and product, technical, and security related responses to RFPs/RFIs
- Maintain a high level of understanding of competitors and positioning statements.
Quality of Service
- Ensure that the customer is receiving appropriate levels of support, through utilising the available Oracle resources (Contact Centre, Support Central, CO training, Product Support etc.)
- Respond in a timely manager to customer enquiries and ensure that the appropriate response / action is delivered
- Maintain regular contact with each account to identify emerging service issues
- Proactively provide input into customer service strategy, training requirements, procedures and direction.
- Work closely with the Client Operations and Sales teams to promote teamwork and collaboration
- Establish risks associated with each agreement and develop mitigation strategies.
- Maintain an understanding of the businesses within the assigned territory and the factors that influence spending patterns.
- Coordinate and contribute to internal communications with all Oracle offices as required to manage accounts within your portfolio
Leadership
- Management and coordination of all Client Services activities within account
- Drive and support the national / regional / global selling effort into the account.
- Identify national / regional / global team members and create communication links, matching team configuration with the nature of the sales opportunities at the account.
- Connect stakeholders on a global level and create a virtual team environment.
- Utilise effective project management skills to co-ordinate change management protocols within accounts
- Submit detailed reports on time
- Mentor junior colleagues
- Contribute to team meetings
General
- Maintain excellent knowledge of Oracle’s products including their demonstration, pricing and administrative procedures.
- Maintain knowledge of Oracle’s products and current Account Management and Sales procedures
- Update and maintain accurate data on CRM
Required Skills & Experience
Essential\:
- Strong national / global sales experience, preferably in managing national / global accounts of significant size.
- Demonstrates an accurate and comprehensive understanding of how to sell complex technology solutions at all levels including C level.
- Exhibits both financial & commercial acumen, business planning experience and presence.
- Superior negotiation skills
- A highly effective communicator with proven success in relationship management.
- Ability to work in global time zones.
- Acts with integrity and displays high ethical values when doing business.
- Proven ability to manage multiple and diverse customer engagements concurrently
- High computer literacy with MS Windows, MS Office and other applications
- Proven track record of generating own leads and contacts from within a distinct account portfolio
- Ability to confidently present and articulate the business value of the Oracle’s CEGBU products and services to managers and executives of all levels
- Work as a team player by contributing, learning and sharing new knowledge
- Be self-motivated, flexible and able to take initiative
- Strong verbal and written communications skills with a focus on needs analysis, positioning, business justification, and closing techniques
- Superior presentation and demonstration skills
Desirable\:
- Resources/Construction industry experience
- Previous experience with international organizations and clients
Additional Requirements\:
- Current drivers’ licence, and motor vehicle could be beneficial
- Willingness and flexibility to travel as needed
- Valid work rights
Required Competencies
- Building client loyalty- meets client needs, building productive relationships whilst taking responsibility for client satisfaction and retention
- Building collaborative partnerships-Identifies opportunities to build strategic relationships internally and externally to help achieve Oracle’s goals
- Driving for results- sets challenging goals for self and others, working to meet or exceed those goals, monitoring progress towards attainment.
- Initiating action-takes prompt action to accomplish objectives; proactively seeking information, support or tools required to deal with issues
- Reliability – consistently applies skills to arrange of activities, making a high-quality contribution to clients
- Resilience – responds effectively to disappointment or rejection
- Sales persuasion-persuades or influences clients/customers to accept a point of view, adopt a specific agenda, or take a course of action.
- Technical knowledge –applies understanding of Oracle effectively within context of own role
Life at Oracle ANZ\:
An Oracle career can span industries, roles, countries and cultures, giving you the opportunity to take on new roles and challenges, while blending work and life. Oracle has thrived through 40 years of change by innovating and operating with integrity while delivering for the top companies in almost every industry. To cultivate the talent that makes this happen, we work hard to create a vibrant and rewarding workplace that celebrates diverse, multi-talented teams where everyone can contribute. We take care of each other, and value giving back to the community. We have flexible work arrangements and offer benefits including generous paid parental leave and comprehensive premium medical insurance... Find out more
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.!|!
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