Description
Oracle’s Customer Success Organization is in the midst of a customer-centric transformation. We’re helping our clients around the globe redefine customer experience, unifying the front, middle, and back office for a 360-degree view of the customer. As a Customer Success Manager, you will leverage deep business, industry, and product knowledge to partner with Oracle Cloud customers and guide them through their cloud lifecycle to accelerate business value and return from their investment. Customer Success Managers drive maximum adoption of Oracle solutions and identify/drive product renewal and expansion opportunities via high value relationships with customers.
Customer Success Managers specialize across lines of businesses, cross-functional competencies, and/or industries. They align at executive and key business stakeholder levels, building and fostering strong relationships to help customers progress on their customer journey.
The ideal Customer Success Manager will possess Oracle Cloud solution knowledge and skills that enable them to be a problem solver always looking for innovative approaches and solutions. You enjoy rolling up your sleeves and taking on challenges with a hands-on approach. You have a passion for customer success across customers lifecycle (onboarding, implementation, post go-live, product adoption and value realization) building relationships that blossom into trusted partnerships. You know the key to delivering exceptional customer experiences lies in your ability to apply industry knowledge, providing relevant and dynamic insights to each client you serve. Entrepreneurial minded with sound judgment and can navigate complexity. You are a highly collaborative teammate who can navigate different personalities, work well with others, and share lessons learned, and knowledge gained from project experience. You take ownership of your success as well as those around you, modeling integrity and accountability with colleagues and customers. You excel in a fast-paced environment, working as a customer's internal advocate to remove obstacles that may impede a customer's experience with Oracle.
Customer Success Managers align customer goals, KPIs, and business objectives with Oracle’s product functionality and strategy to help drive adoption and expand product usage.
Career Level - IC4
Responsibilities
- Act as the main point of contact for your customers. Building and foster relationships with key customer stakeholders (executives, business & IT leaders, influencers, and decision makers) to solidify our partnership and commitment.
- Drive maximum adoption of Oracle solutions and identify/drive product renewal and expansion opportunities via high value relationships with customers.
- Demonstrate a level of drive, accountability, and resourcefulness to effectively manage an assigned book of business in a fast-paced and somewhat ambiguous environment ensuring that deliverables, results, and deadlines are achieved.
- Have a holistic overview of a portfolio of specific/key projects within a specific client to develop knowledge and a clear understanding of customer plans, goals, and desired outcomes of their Oracle Cloud solution investment.
- Leverage Oracle’s Customer Success methodology to partner with customer stakeholders to understand their goals/KPIs, assess their capabilities and provide recommendations to help them accelerate achievement of their business and technology objectives.
- Drive customer implementation towards success with healthy partner interaction and work with Alliances and Channels making sure the involved partners are focusing on customer success; raise in timely manner when there is any deviation.
- Pro-actively, hands-on and customer-facing to identify risks and work with the account team to get projects on the right track and reacting promptly and effectively to early warning signs within this portfolio.
- Effectively collaborate, influence, and take the lead in cross-functional engagements within Oracle. Be the internal advocate for the customer across the organization including Global Customer Success Services, Sales, Support, and Product Development while expertly prioritizing, driving ownership, and delivering desired outcomes for your customers.
- Understand the organizational structure of the customer, identifying the areas that present deep strategic partnership opportunities. Build and grow multiple relationships across a customer's organization, and their implementation partners.
- Demonstrate Oracle product knowledge by applying platform features and functions to customer business priorities and roadmap in relation to the customers goals and objectives.
- Guide a customer on organizational strategy, governance and change management best practices based on customer needs.
- Build greater advocacy and reference-ability of your customers.
- When appropriate, identify additional Oracle services, expansion opportunities, and advisory experts needed to drive incremental success.
- Oracle Cloud (SaaS) functional and/or technical expertise. Strong knowledge of Oracle Cloud products, features, capabilities, and best use is highly desired.
- 8-10+ years of customer-facing experience as a business practitioner and communicator.
- 5+ years of proven experience in SaaS Implementations.
- Proven ability to utilize a cloud lifecycle methodology focused on reviewing implementation project plans, governance structure, team composition and other project related artifacts to assess risk and provide best practice guidance (PMI Project Management Professional (PMP) Certification or similar highly desired)
- Bachelor’s degree in business or other related degree and/or equivalent years of experience.
- English language proficiency
- Being a self-starting, entrepreneurial, self-managing. Ability to work effectively with and through a matrix and a virtual organization, requiring management through influencing, based upon trust and leadership skills.
- Proven track record of successfully establishing trustful relationships with senior leadership and executive-level key stakeholders within the Oracle cross Line of Business organization and customers and partners outside the Oracle organization.
- In-depth knowledge in one or more lines of businesses, cross-functional competencies, or industry related experience.
- Strong presentation skills (web, phone, and onsite) including the ability to effectively communicate insights and data informed points of view to customers, implementation partners, and internal cross-functional resources.
- Strong consulting skills and proven results working as a trusted advisor to drive business value for customers.
- Strong executive communication and presence skills to drive effective and influencing conversations at the executive-level; facilitate difficult discussions and adept at handling objections bringing multiple internal resources and customers to common understanding and agreement.
- Good understanding of enterprise architecture principles strongly preferred.
- Ability to quickly grasp and distinctly explain technological and business concepts
Location
- This role will be based in Mexico (Zapopan/Guadalajara).
- Flexibility to work from home or travel across the region when required (assume max 25% travel – potentially needing travel on very short notice).