- Entry level
- No Education
- Salary to negotiate
OMC Customer Success Manager with Italian-18000V2F Preferred Qualifications Description
The objective of the 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.
In this role you will act as an enabler and trusted advisor to your customers to ensure they
remain successful and engaged with the 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, implementation success managers and customer success executives to enable further adoption of Oracle products within your customers. You are one team, all responsible for delivering value to the customer with deep product knowledge and discovery expertise.
Consistent, adherent and diligent collaboration with the internal stakeholder team including the
Customer Success Executive (CSE) is required for the team to be pro-active in delivering value to your customers.
The CSE works at strategic level across all product pillars in the cloud. Teamwork and regularcommunication between you both is fundamental to delivering the overall objective to the customer.
Essential Duties and Responsibilities
Promote and educate customers on the resources and wider customer communities available to
the customer. These are the forums which will encourage engagement, drive future projects
forward and optimal utilization.
Act as a ‘coach’ in working effectively with the customers support service to ensure it is being
effective for enhancement requests and escalations.
Develop and maintain a continuous close relationship with the relevant Application Sales
Representative(s) throughout the customer lifecycle.
Where applicable partner with the account team and CSE to develop successful account
strategies and plans that direct company resources to encourage renewal and return of
investment cross pillar.
Diligently and consistently update the internal Customer Relationship Management system (this
is currently called Customer Lifecycle Management) with the customer’s business objectives and
any metrics that define success to the customer eg. return on investment.
Understand the value of the internal Oracle processes and tools available to assist your search
Master_Customer Success Manager Job Spec 241117.docx
for answers and for pro-active planning.
Use customer surveys for product and service feedback to help product management define the
product roadmap and create continuous performance improvements across all teams.
Collaborate with Oracle’s Reference team to ensure ‘reference fatigue’ is avoided and
customers can take advantage of our reference program.
Engage and understand the customers cloud strategy and the guide them by providing resources
that can assist their strategic business direction.
Deliver regular business reviews and success plans to senior executives and key business
Guide your customer through significant service milestones such as upgrades, new releases and
new features.Essential Background
Experience in a customer facing role involving cloud based/SaaS technology with collaboration
of senior stakeholders.
Proven ability to develop and cultivate lasting customer relationships with limited resources.Desirable Background
Degree in related field, Computing or Business & Information Technology preferred.
Experience or 2 years + knowledge of the industry type this CSM position is for.Essential Skills & Abilities
Written and verbally communicate a complex message in a simplistic way.
Team working and collaboration.
Confident and engaging presentation skills, personable, positive, approachable & tenacious.
Extremely diligent & succinct organisation & communication skills.
Resilient, managing pressured situations effectively.
Strong desire to learn and develop personally.
Strong time management work ethic and focus on delivery.
Able to travel at short notice 50% of the time.
Mirroring & ability to engage and be engaging at all levels.Fluent in English and Italian is a must Detailed Description and Job Requirements Drive maximum adoption of Oracle solution
About the company
The Oracle Corporation is an American global computer technology corporation, headquartered in Redwood City, California. The company primarily specializes in developing and marketing computer hardware systems and enterprise software products – particularly its own brands of database management systems. In 2011 Oracle was the second-largest software maker by revenue, after Microsoft.
The company also develops and builds tools for database development and systems of middle-tier software, enterprise resource planning (ERP) software, customer relationship management (CRM) software and supply chain management (SCM) software.