The Customer Success Manager for Oracle Guided Learning (OGL) is to support the Oracle Cloud Application success throughout the customer lifecycle. This is an exciting opportunity to participate in and help shape our customers’ journey through leveraging OGL.
Work is non-routine and situationally complex, involving the management of the ongoing OGL customer requirements. Drive maximum adoption of OGL and therefore renewals while identifying OGL expansion opportunities through the establishment and continual nurturing of high value relationships with OGL customers.
Develop long term partnerships with our OGL customers to ensure they remain successful by realizing the full value of their investment in the Oracle Cloud through the use of OGL. As a trusted advisor, the CSM will ensure OGL customers continue to use, renew, and expand their existing contracts with Oracle Customer Success Services (CSS).
Responsibilities
The role is responsible for the OGL Customer Success through:
Customer Experience
- Connecting with the OGL customer’s key stakeholders during the implementation phase
- Initiating a furthering cadence depending upon the size and complexity of the customer
- Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needs
- Advising the customer on OGL product best practices, OGL product roadmap and release guidance
- Acting as the Trusted Advisor when aligning the customer with the Sales team
- Conduct OGL Analytics and business reviews with clients as required
Business Management
- Provide forecasts on likely future customer utilization and renewals of Cloud contracts
- Identify replenishment and renewal risks and collaborate with internal teams to remediate and ensure ongoing replenishment
- Partner with internal stakeholders to align activities with the customer's business case and strategy
- Development of reference accounts
- Identifying product expansion and up sell opportunities
Qualifications
- Minimum of 8 years of customer success or consulting experience
- Customer facing experience within a SaaS environment
- Knowledge of Business Process flows covering ERP and HCM
- Knowledge of the OGL product or similar Digital Adoption Platforms
- Proven ability to manage multiple projects simultaneously while maintaining strict attention to detail
- Experience with building, analyzing and interpreting customer data to influence stakeholder decisions
- Experience providing insights, building relationships with, and driving value to Senior Manager level
- Strong communication and negotiating skills