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Job Description

Customer Success Manager (CSM) is to maximize customer retention and expansion by facilitating activities and guiding them to the solutions value while also driving increased SaaS revenue. The CSM works at a strategic level across all product pillars in the cloud, leading teams in the delivery and continuous improvement of transformational cloud projects. In this role you will act as an enabler and trusted advisor to the customer to ensure they remain successful and engaged with their entire Cloud solution so they understand the full value of their investment with Oracle.

For this role you will need to be definitive in your goals but flexible in your approach. As part of the role you will continuously improve on your network and internal relationships, working closely with sales, professional services, partners, support and presales to enable further adoption of Oracle products within your customers. You are one team, all responsible for delivering value to the customer with strong product knowledge and discovery expertise.

Career Level - IC4

Responsibilities

Essential Duties and Responsibilities

• Collaborate with the Sales Manager and broader account team to develop and deliver an overall account strategy and plan for the customer, that directs company resources to encourage renewal and return of investment cross pillar.

• Develop and maintain a continuous close relationship with the relevant AccountTeam throughout the customer lifecycle.

• Facilitate relationships across various customer teams, brands, and/or departments to further strengthen Oracle’s partnership with customers.

• Regularly provide visibility of account at an executive level both internally and externally, defining: progress against customers’ business objectives; any metrics that define success to the customer (ROI); and identifying risks and appropriate mitigations.

• Deliver regular business reviews and success plans to senior executives and key business stakeholders.

• Coordinate cross pillar activities across the account to ensure significant milestones for your customer such as upgrades, new releases and new features are managed effectively and with no adverse impact on co-existing pillars and identifying lessons learnt for future milestones within or across pillar.

• Engage and understand the customers cloud strategy within and cross pillar in order to guide the customer by providing resources that can assist their strategic business direction across pillar.

• Support applications maintenance services (AMS) providers as a ‘coach’ in working effectively with the customers support service to ensure it is being effective for enhancement requests and escalations.

• Develop a strong relationship with the senior leadership in your customer on a technical and business level.

• Support in collaborating with Oracle’s Reference team to ensure ‘reference fatigue’ is avoided and customers can take advantage of our reference program.

• Understand the value of the internal Oracle processes and tools available to assist your search for answers and for pro-active planning.

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

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Disclaimer:

Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer