Job Description

The Customer Success Manager (CSM) position focuses on proactive SaaS engagements for Oracle Retail. The responsibilities require the candidate to work directly with customers and have a confirmed understanding of the Oracle Retail solutions to ensure a customer's success on various service and product-related offerings. The CSM achieves this success by collaborating across Oracle lines of business and keeping executive management up to date on customer activity.

In this role, you will be responsible for developing and handling the Oracle Support relationship with a designated large account or a small number of medium accounts throughout engagement. You will be responsible for improving the customers’ use of Support Services by driving a high degree of satisfaction and reference ability and protecting and improving Support revenue streams.

Additional Responsibilities:

Main contact for Oracle customers.

Runs the accountability for both cloud services and customers.

Lead the contract, or delivery engagement as defined by Oracle Service Support (OSS).

Develop and maintain relationships with senior management across lines of business and third parties.

Plan and deploy support activities to ensure effective delivery within agreed budgetary constraints.

Advise the account on effective and efficient ways to use Oracle support services and products, tools, systems, interfaces, and procedures.

Assure and improve the quality of the service, and maintains accurate account information.

Communicate opportunities for customers to engage with Oracle such as technical events and business seminars. Assist

in the renewal of Support contracts, and supplies to pre-sales activities.

Preferred Qualifications:

5-8 years of Customer Experience Management experience within Enterprise Software.

Retail Experience with an understanding of how the customer runs their business is a plus

Cloud Technical knowledge

Executive Sponsorship Collaboration

Specialist in account management practice.

The fully proficient practitioner is able to communicate at all levels within the account and build opportunities for the client to grow and improve their Oracle products and services.

Proven track record to be customer focused, and develop acumen to nurture and develop lasting customer relations.

Career Level - IC4

Responsibilities

Main contact for Oracle customers. Manages the contract, or delivery engagement as defined by Oracle Service Support (OSS). Develops and maintains relationships with senior management across lines of business and third parties. Plans and deploys support activities to ensure effective delivery within agreed budgetary constraints. Advises the account on effective and efficient way to use Oracle support services and products, tools, systems, interfaces, and procedures. Assures and improves the quality of the service, and maintains accurate account information. Communicates opportunities for customers to engage with Oracle such as technical events and business seminars. Assists in the renewal of Support contracts, and contributes to pre-sales activities.

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: from $87,000 to $178,200 per annum. May be eligible for bonus and equity.

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 ADD

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.

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first 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 calling +1 888 404 2494, option one.

Disclaimer:

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.

* Which includes being a United States Affirmative Action Employer