Senior customer manager

Oracle; Columbus (OH); Remote; USD 91,000 - 179,000; Full time

Job summary

A leading company in cloud solutions is seeking a Principal Customer Success Manager to enhance customer satisfaction and drive product adoption. The role involves building strategic relationships, managing customer journeys, and ensuring successful implementation of Oracle Cloud solutions. Ideal candidates will have extensive customer-facing experience and strong consultative skills.

Benefits

Medical, dental, and vision insurance

401(k) with company match

Flexible vacation

Paid parental leave

Employee Stock Purchase Plan

Qualifications

• 7+ years of customer-facing experience.
• 5+ years in customer success or hi-tech/manufacturing.
• Strong executive communication skills.

Responsibilities

• Build relationships with customer executives and stakeholders.
• Drive maximum adoption of Oracle solutions.
• Identify and mitigate implementation risks.

Skills

Customer Success

Communication

Consultative Skills

Presentation Skills

Education

Bachelor's degree in business

Job description

Job Description

Oracle's Customer Success Management, as part of the Customer Success Services organization, is dedicated to ensuring the satisfaction, retention, and growth of Oracle's Fusion SaaS customer base. Our primary objective is to build strong relationships with customers by understanding their needs, goals, and challenges, and then proactively providing support, guidance, and solutions to help them derive maximum value from the product or service.

By acting as trusted advisors, Principal Customer Success Managers (CSMs) aim to drive customer success, promote product adoption and usage, reduce churn, and ultimately contribute to the company's revenue growth and long-term sustainability.

Principal CSMs drive maximum adoption of Oracle solutions and identify/drive product renewal and expansion opportunities via high value relationships with customers. They align at executive and key business stakeholder levels, building and fostering strong relationships to help customers progress on their customer journey.

Principal CSMs 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. They thrive on solution implementation, risk assessment, go-live readiness, and sophisticated post go-live challenges that are unique to customers and their businesses throughout their Oracle Cloud journey.

Responsibilities

• Build and foster relationships with the customer executives, business and IT leaders, influencers, and decision makers to solidify our partnership and commitment with executive sponsors and key business stakeholders

• 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.

• 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.

• Develop knowledge and a clear understanding of customer plans, goals, and desired outcomes their Oracle Cloud solution implementation.

• Proactively identify implementation risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan including best practices to ensure success.

• Effectively collaborate, influence, and take the lead in cross-functional engagements within Oracle, 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.

• Be the internal advocate for the customer across the organization, including Global Customer Success Services, Sales, Support, and Product Development.

• When appropriate, identify additional Oracle services, expansion opportunities, and advisory experts needed to drive incremental success.

Preferred Qualifications & Skills

• 7+ years of customer-facing experience as a business practitioner and communicator

• 5+ years in a customer success or hi-tech/manufacturing industry functional role

• 5+ years of proven experience in SaaS implementations, focused on reviewing project plans, governance structure, team composition and other project related artifacts to assess risk and provide best practice guidance.

• Strong executive communication skills and presence. Proven track record of successfully developing and managing customer relationships at executive and senior leadership levels.

• Ability to drive effective and influencing conversations at the executive-level; facilitate difficult discussions and adept at handling objections.

• 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 consultative skills and proven results working as a trusted advisor to drive business value for customers.

• In-depth knowledge in one or more lines of businesses, cross-functional competencies, or industry related experience. Proven track record of working across a matrixed organizational structure.

• Strong knowledge of Oracle Cloud products, features, capabilities, and best use is highly desired. Proven ability to utilize a cloud implementation methodology.

• Good understanding of enterprise architecture principles strongly preferred.

• Ability to quickly grasp and distinctly explain technological and business concepts.

• Bachelor's degree in business or other related degree and/or equivalent years of experience

Location

• This role will be Remote and based in the USA.

• Flexibility to work from home or travel across the region when required (assume 10%).

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 in USD from $43.99 to $85.63 per hour; from: $91,500 to $178,100 per annum. May be eligible for equity. Eligible for commission with an estimated pay mix of 60/40 - 90/10.

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:

Medical, dental, and vision insurance, including expert medical opinion

Short term disability and long term disability

Life insurance and AD&D

Supplemental life insurance (Employee/Spouse/Child)

Health care and dependent care Flexible Spending Accounts

Pre-tax commuter and parking benefits

401(k) Savings and Investment Plan with company match

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.

11 paid holidays

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.

Paid parental leave

Adoption assistance

Employee Stock Purchase Plan

Financial planning and group legal

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.

Career Level - IC4

About Us

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.

We know that true innovation starts when everyone is empowered to contribute. That's why we're committed to growing an inclusive workforce that promotes opportunities for all.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing [e-mail] or by calling [phone] in the United States.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.