Customer Success Manager (CSS)

Description

Customer Success Manager within Global Applications Delivery Services (Customer Success Services)

The Customer Success Manager (CSM) position focuses on reactive engagements for Oracle OMCS applications customers utilizing Oracle's Cloud Infrastructure. The responsibilities require the candidate to work directly with customers and have a solid understanding of the Oracle Applications and Database support processes. The CSM achieves this success by collaborating across Oracle lines of business and keeping executive management up to date on customer activity.

In this role, you will be responsible for developing and managing the Oracle relationship with a set of designated customers throughout a Hyper Care engagement. You will be responsible for building a trusted relationship with the customer and delivering get well directives.

Additional Responsibilities:

• Main contact for Oracle customers during Hyper Care engagements.


• Manages the accountability for both Global Application Delivery Services and customers.


• Develop and maintain relationships with senior management across lines of business and third parties.


• Plan and deploy support activities to ensure effective delivery of a partnership with the customer.


• Advise the account on effective and efficient way to use Oracle support services and products, tools, systems, interfaces, and procedures as well as self service CSS portals.


• Assure and improve the quality of the service, and maintain accurate account information.


• Communicate opportunities for customers for additional services if gaps are perceived.

Qualifications

• 10+ years of Customer Success Management experience within Enterprise Software.


• Cloud Technical knowledge


• Experience within a Service Delivery environment


• Executive Sponsorship & Collaboration


• A fully proficient practitioner who can 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 develop acumen to cultivate and develop lasting customer relations. 


• Must be a Self Starter who can demonstrate the ability to work autonomously and independently


• Previous experience with Oracle Solutions is preferred.

Career Level - IC4

Responsibilities

Main escalation contact for Oracle customers. Develops and maintains relationships with senior management across lines of business and third parties. Plans and deploys support activities to ensure effective delivery. Advises the account on effective and efficient way to use OMCS tools, 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 expand services when applicable.

Qualifications
Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range: from $37.98 to $76.06 per hour; from $79,000 to $158,200 per annum. May be eligible for equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
9. 11 paid holidays
10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.