Senior Customer Success Manager

Oracle; United States; Remote; USD 66,000 - 127,000; Full time

Job summary

Oracle is seeking a Senior Customer Success Manager who will play a pivotal role in maintaining client relationships and maximizing product adoption. The ideal candidate will have extensive experience in customer-facing roles, particularly in ERP SaaS solutions, and will be responsible for guiding clients through their Oracle journey. Excellent communication and problem-solving skills are essential for ensuring customer satisfaction and success.

Benefits

Comprehensive benefits package

Medical, dental, and vision insurance

401(k) Savings and Investment Plan with company match

Flexible vacation and paid time off

Qualifications

• 7+ years of customer-facing experience as a business practitioner and communicator.
• 4+ years of proven experience in ERP SaaS.
• Strong ability in customer relationship management.

Responsibilities

• Act as the main point of contact for customers, building relationships with stakeholders.
• Drive maximum adoption of Oracle solutions and identify product renewal opportunities.
• Collaborate cross-functionally within Oracle to achieve customer objectives.

Skills

Customer relationship management

Problem solving

Communication skills

Consulting skills

Presentation skills

Education

Bachelor’s degree in Business or related field

Job description

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Job Description

Develop long term partnership with our clients to ensure they remain successful by realizing the full value of their investment with us to ensure client continues/replenish/renews contract 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/up sell opportunities. Work with larger clients. Provide input into the CSM methodology and direction.

Job Description

Develop long term partnership with our clients to ensure they remain successful by realizing the full value of their investment with us to ensure client continues/replenish/renews contract 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/up sell opportunities. Work with larger clients. Provide input into the CSM methodology and direction.

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 - IC3

Responsibilities

• Act as the main point of contact for your customers. Building and fostering 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 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 the 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.
  
  
  

Preferred Qualifications & Skills

• Oracle Cloud (SaaS) functional and/or technical expertise. Strong knowledge of Oracle Cloud products, features, capabilities, and best use is highly desired.
• 7+ years of customer-facing experience as a business practitioner and communicator.
• 4+ years of proven experience in ERP SaaS
• 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.
• 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-LOB 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 effectively communicating 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.
• A good understanding of enterprise architecture principles is strongly preferred
• Ability to quickly grasp and distinctly explain technological and business concepts
  
  
  

Location:

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

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

CA: Hiring Range in CAD from: $67,500 - $125,400 per year.

US: Hiring Range in USD from $32.07 - $60.63 per hour; from: $66,700 - $126,100 per year. 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.

This job requires proficiency in the English language. Oracle is a global company with operations in dozens of countries around the world and our teams, including the team this position is part of, are comprised of individuals located in various jurisdictions. As is required of employees in all jobs at Oracle in North America, candidates for this position are required to understand, and communicate, in English so that in the course of performing their work, they can interact with teammates in other locations who are not fluent in the French language.

For applicants located in the Province of Quebec, a basic proficiency of the French language is required.

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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Industries

  IT Services and IT Consulting

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