Senior Customer Success Manager

Oracle; Canada; Remote; CAD 90,000 - 130,000; Full time

Job summary

A leading company in cloud solutions is seeking a Customer Success Manager to develop long-term partnerships with clients and ensure their success with Oracle's products. The role involves driving product adoption, managing client relationships, and identifying upsell opportunities. Candidates should have extensive experience in customer-facing roles and a strong understanding of Oracle Cloud solutions.

Qualifications

• 7+ years of customer-facing experience as a business practitioner.
• 4+ years of experience in ERP SaaS.
• PMI Project Management Professional (PMP) Certification or similar is highly desired.

Responsibilities

• Act as the main point of contact for customers and build relationships.
• Drive adoption of Oracle solutions and identify renewal opportunities.
• Manage a portfolio of projects and ensure successful implementation.

Skills

Customer-facing experience

Consulting skills

Presentation skills

Relationship building

Oracle Cloud expertise

Education

Bachelor’s degree in Business

Job description

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Job Description

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector, and continue to thrive after 40+ years of change by operating with integrity.

Develop long-term partnerships with our clients to ensure they remain successful by realizing the full value of their investment with us, and to ensure the client continues, replenishes, or renews their contracts 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/upsell opportunities. Work with larger clients. Provide input into the Customer Success Management (CSM) methodology and direction.

Responsibilities

1. Act as the main point of contact for your customers. Build and foster relationships with key customer stakeholders (executives, business & IT leaders, influencers, and decision-makers) to solidify our partnership and commitment.
2. Drive maximum adoption of Oracle solutions and identify/drive product renewal and expansion opportunities via high-value relationships with customers.
3. Demonstrate 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.
4. Have a holistic overview of a portfolio of specific/key projects within a client to develop knowledge and a clear understanding of customer plans, goals, and desired outcomes of their Oracle Cloud solution investment.
5. 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 the achievement of their business and technology objectives.
6. Drive customer implementation towards success with healthy partner interaction, working with Alliances and Channels to ensure partners focus on customer success; raise issues in a timely manner when deviations occur.
7. Proactively identify risks and work with the account team to get projects on the right track, reacting promptly to early warning signs within this portfolio.
8. Collaborate, influence, and take the lead in cross-functional engagements within Oracle. Be an internal advocate for the customer across the organization, including Global Customer Success Services, Sales, Support, and Product Development, while prioritizing, driving ownership, and delivering desired outcomes.
9. Understand the organizational structure of the customer, identifying areas with deep strategic partnership opportunities. Build and grow multiple relationships across the customer’s organization and their implementation partners.
10. Demonstrate Oracle product knowledge by applying platform features and functions to customer business priorities and roadmaps in relation to their goals and objectives.
11. Guide customers on organizational strategy, governance, and change management best practices based on their needs.
12. Build customer advocacy and reference-ability.
13. Identify additional Oracle services, expansion opportunities, and advisory experts needed to drive incremental success when appropriate.

Preferred Qualifications & Skills

• Oracle Cloud (SaaS) functional and/or technical expertise. Strong knowledge of Oracle Cloud products, features, capabilities, and best practices is highly desired.
• 7+ years of customer-facing experience as a business practitioner and communicator.
• 4+ years of proven experience in ERP SaaS.
• Experience reviewing implementation project plans, governance structures, team compositions, and project artifacts to assess risk and provide guidance (PMI Project Management Professional (PMP) Certification or similar highly desired).
• Bachelor’s degree in Business or related field and/or equivalent experience.
• Self-starting, entrepreneurial, self-managing with the ability to work effectively in a matrix and virtual environment, influencing through trust and leadership skills.
• Proven ability to establish trustful relationships with senior leadership and executive stakeholders within Oracle and outside partners.
• In-depth knowledge in one or more lines of business, cross-functional competencies, or industry experience.
• Strong presentation skills (web, phone, onsite) including communicating insights and data-driven points of view.
• Strong consulting skills and results-driven approach as a trusted advisor.
• Excellent executive communication and presence skills for influential conversations at the executive level; adept at managing objections and aligning internal and external stakeholders.
• Understanding of enterprise architecture principles is strongly preferred.
• Ability to quickly grasp and explain technological and business concepts clearly.

Location

• The role requires you to be based in North America - Remote.
• Flexibility to work from home or travel across the region when required (max 25% travel, possibly on short notice).