Oracle Saas Customer Success Manager in Bucharest, Romania
Saas Customer Success Manager
Hiring Manager: Monia Bosetti
Career Level: IC2/IC3
Job Title: Saas Customer Success Manager
The objective of the Customer Success Manager is to maximize Customer retention and success while also driving increased subscription revenue in SaaS. In this role, you will work remotely with customers on the lower segment of the installed base in a proactive and reactive mode. You will help our customers to obtain all suitable information needed in order to use and adopt our applications successfully.
You will work towards individual annual targets for driving the renewal of your customer’s subscriptions and work closely with sales and Regional CSM teams to enable further adoption of Oracle products within the installed customer base.
The SaaS Customer Success team will be required to build strong customer relationships to drive customer adoption and satisfaction to ensure customer retention, drive expansion and minimize cancellations. Success will be achieved through effectively managing all customer related activities throughout the customer’s lifecycle, from sign up to renewal remotely.
You are passionate and committed to ensure all suitable resources needed to make our customers successful are available via our customer portal and/or direct to the customer via the available systems or automated processes.
Ensure customer coverage through a customer portal and other mechanisms to drive renewals and adoption.
Act in a programmatic way to deliver to business reviews, roadmaps sessions, enablement and adoption services.
Ensure regular proactive communication with the assigned install customer base.
Create simple messaging around the value of the overall solution and encourage optimal utilization.
Guide customers through significant service milestones such as upgrades, new releases etc via automatic and programmatic planned and executed methods.
Ensure customers are updated on new product features and have awareness of the roadmap for their current solution investment.
Provide generic best practices and industry benchmarking materials via self service and proactive push communication.
Work closely with the support, presales and consulting teams including partners to make sure you can deliver the program content and resolve customer needs in an effective and high quality way.
Work closely with the renewals team and Sales team to ensure adequate awareness around the volume customer base due to renew each quarter in advance.
Build and maintain strong relationships with the main partners involved in the customer base you will be working with.
Essential Knowledge and Background
5 years’ experience in customer service environment
Experience with cloud-based/SaaS solution offerings is desirable
Experience executing campaigns around automation and self service
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.
Experience in delivering content via social media, webinars and other relevant online delivery channels and methods.
Working knowledge of at least one of the following business areas:
Call Center/Customer Service
Sales Force Automation
Service Cloud/Social Networks
Financial Management processes
Essential Skills and Abilities
Excellent organization, project management, time management and communication skills
Proven track record in excellent presentation skills in virtual delivery
Live and breathe the desire and commitment to making our customers successful
Willingness to 'roll up one's sleeves' and assist wherever needed
Passion and ability to facilitate and juggle a number of competing issues and priorities at any one time
Perform as an absolute team player who will work within the company to continue improving the way Oracle serves its Customers
Strong Analytical capabilities
Ability to lead cross functional business and technical teams to provide timely issue resolution
Bachelors degree or equivalent experience in computer science, business, or related field (Masters preferred)
Technical background in Cloud ideally with Oracle experience is preferred
Excellent verbal and written communication skills
Someone who can rapidly sort out “fact from fiction” in any situation
Fluency in spoken and written English and as a preference in one of the languages e.g. Arabic, French, Italian or Spanish
Detailed Description and Job Requirements
Drive maximum adoption of Oracle solution and identify/drive product expansion opportunities via high value relationship with the client.
Work with a higher volume of smaller, less complex 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/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.
Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. 3 to 5 years of professional experience. Demonstrated experience in package systems implementation (CRM, ERP, Consulting experiences) or client facing relationship experience. Understanding of various technical architectures and operating systems. Industry experience is desired.
Job Type: Regular Employee Hire