Customer Success Manager
position is a high visibility individual contributor role whose core competencies include excellent communication skills, experiences in program governance, ability to facilitate Business Architecture, IT and Roadmap sessions, and strong customer relationship management skills. The CSM has the ability to identify design and configuration deviation from best practices and to align a customer’s business strategy and objectives with an enabling Oracle based solution.
Oracle's Customer Success organization is a focused group of SaaS experts whose mission is to drive successful engagements through the proactive management of all facets of the customer’s lifecycle from onboarding to renewal. This is an exciting opportunity to participate in and help shape our customers’ journey to the Cloud.
The CSM serves as a leading contributor and valued team member who provides direction, mentoring and thought leadership to our customers. Work is non-routine and situationally complex, involving the execution of advanced functional/technical skills in the area of Enterprise Resource Planning (ERP) application as well as Enterprise Performance Management (EPM) and Supply Chain Management (SCM) applications.
Our CSMs (1) develop long-term partnerships with their designated customers to ensure they become and remain successful through realizing the full value of their Oracle investment and to ensure renewal of the SaaS subscription; (2) are responsible for maintaining a high level of customer satisfaction by advising on product / implementation best practices, providing product adoption and release guidance while serving as a liaison between their customers and Oracle’s internal operations; and (3) identify product expansion/up sell opportunities.
Engaging with the customer and their partner implementation executive teams will be a critical component of this role so effective executive communication and negotiation skills are critically important.
The Preferred Qualifications include:
Oracle Cloud functional or technical certification in Oracle ERP, EPM, or SCM products
5+ years implementing and/or managing SaaS applications
7-10 years of technical/professional experience with core ERP Financials as power user and/or implementor
Proven experience in SaaS implementations, focused on reviewing project plans, governance structure, team composition and other project related artifacts to assess risk and provide best practice guidance
Proven track record of working across a matrixed organizational structure
Proven ability to utilize a cloud implementation methodology – knowledge of True Cloud Method (TCM) a plus
Strong executive communication skills and presence
Strong negotiating skills
Bachelor’s degree in Business or other related degree and/or equivalent years of experience
PMP and/or Risk Management Certification(s)
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.
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