Job Description

Role Description

Oracle's Customer Success organization enables our customers to achieve the highest business value and profit from their investment in Oracle Cloud.

The Oracle Customer Success program exists to foster enduring relationships, where expertise, experience and enthusiasm are shared. Our goal is to enable, simplify and empower our customers to achieve the best possible value from their Cloud investment. The Customer Success team engages the right experts within Oracle to provide the advice and service our customers require.

The role of the Territory Customer Success Managers is to maximize Customer Retention and Success for our SaaS volume business customers. Their goal is to get to 100% customer coverage, by scaling as many of the standard CSM activities, leveraging data-driven insights.

A Territory CSM covers approximately 60 SaaS customers in their territory, with regional split.

Essential Duties

Develop a general/high level understanding of the Full SaaS Solution

Develop a strong understanding of SaaS telemetry data

Leverage available data to optimize account prioritization

Maintain a proactive dialogue with customers either through 1:1 activities or 1:many approach (events, digital content, training)

For selected accounts, perform Implementation/ Go-Live reviews, participate in project planning meetings

Based on data insights, perform adoption reviews and provide recommendations to increase adoption and reduce risk of down-sells/ cancellations

Based on data insights, help identify and position new expansion opportunities

Drive demand generation for CSS Services (OU, ACS, etc.)

Develop programs in partnership with the Global CSM team, across NA, JAPAC, LAD - to automate the CSM Services and improve the customer experience

Creation of reusable assets – playbooks, FAQs, checklists

Delivery of content for Live webinars

Work closely with other Lines of Business (support, presales, consulting etc.) to leverage product skills and resources

Stay informed on Oracle Cloud Applications related trends and competitive offerings

Coach customers to ensure they are making use of all available Resources e.g. My Oracle Support, Oracle University, Customer Connect, Product Development, User Groups, webinars etc.

Build, develop and maintain a territory management approach to implement effective customer coverage, to ensure regular proactive communication with our volume install customer base

Provide generic best practices and industry benchmarking materials via self service and proactive push communication

Essential Knowledge and Background

Proven track record in working in a customer facing role via remote programs

Proven track record in addressing a large group of customer portfolio via programmatic execution

Consulting and advising experience

Oracle Applications Cloud solutions knowledge – ERPM, HCM or Marketing related experience

Experience with cloud-based/SaaS solution offerings is desirable

Experience in delivering content via social media, webinars and other relevant online delivery channels and methods

Essential Skills and Abilities

Action-oriented and problem solving attitude

Strong Analytical capabilities

Ability to lead cross functional business and technical teams to provide timely issue resolution

Excellent organization, project management, time management, and communication skills

Perform as an absolute team player who will work within the company to continue improving the way Oracle serves its Customers

Bachelors degree or equivalent experience in computer science, business, or related field

Experience supporting the implementation of enterprise-class, mission-critical applications

Technical background ideally with Oracle experience is preferred

Excellent verbal and written communication skills

Passion and ability to influence facilitate and juggle a number of competing issues at any one time.

Fluency in spoken and written English. Other languages are a plus - French, German, Arabic would be an asset.

Career Level - IC3

Responsibilities

Work with medium sized clients to 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. Responsible for sharing information across the CSM team via defined methods.

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