Oracle Customer Success Manager, CX in West Perth, Australia

Customer Success Manager, CX

Preferred Qualifications

Overview

As

a Customer Success Manager (CSM), you will maintain post-sales contact to own

the successful and ongoing relationship with an assigned customer base to achieve a high level of customer satisfaction

and loyalty. You will guide our customers

in providing outstanding customer experiences, specifically with regard to

their operations, and to meet their business objectives.

A

significant part of the role is to become a cloud solution expert in order to be

a strategic advisor to develop long term partnerships with our customers to

ensure they remain successful by realizing the full value of their investment

with us. Ultimately, you will provide

advice and best practices to assist the customer maximise adoption of their purchased

solution, ensuring

renewal of their contract

as well as identifying expansion opportunities.

You will also play a

concierge and customer

advocate

role by being a liaison between our customers and Oracle’s internal teams that

support the customer’s solution and platform.

You

will ensure that needs and/or requirements considered critical to the success

of these customers are communicated and managed throughout the Oracle organization.

Success

in this role is demonstrated by retaining contract renewals, achieving an

expansion value, customer reference ability and solution utilisation.

Mandatory Qualifications and Experience

  • Demonstrated

experience providing SaaS vendor services to nominated customers

  • Demonstrated

capability to build and maintain strong relationships with a diverse set of

internal and external business owners and stakeholders across all

organisational levels

  • In-depth

knowledge of the following business areas:

Customer Service

Contact Centre

Human Capital

Reporting

Feedback & Survey

  • Advancedorganization, time management and project management skills

  • AdvancedEnglish written and verbal communication skills

  • Demonstrated

experience in package systems implementation (CRM, Human Capital Management, ERP,

Consulting experiences) and/or customer facing relationships

  • Understanding

of various technical architectures and operating systems

  • Demonstratedexperience to lead customer deep dive process observations and review withview to recommend improvements

  • Demonstratedexperience to write and present Solution Review report and recommendations

  • Bachelor’sdegree in computer science, business, or related field or equivalent work experience

  • Significantwork experience in an external customer facing role

  • Teamplayer who will innovate to continue improving the way Oracle services itscustomers

Desired Attributes

  • Confident

and assertive

  • Positive

disposition

  • Self-starter

and comfortable to work autonomously

  • Ability

to place oneself in customer’s shoes

  • Ability

to balance customer needs with Oracle’s needs

  • Willingnessto 'roll up one's sleeves' and assist wherever needed

  • Specificindustry experience is desired but no essential

Preferred Qualifications and Experience

  • Working

knowledge of the following business areas:

Digital

Marketing

Sales Force

Human Capital Management

  • Abilityto lead cross functional business and technical teams to provide timelyissue resolution

  • Abilityto create and sell business cases to customer and internal teams

Detailed Description and Job Requirements

  • Develop

long term partnership with customers, remotely and in person, to ensure they

remain successful by realizing the full value of their investment and linking

benefits back to the customer’s key business issues

  • Drive

maximum adoption of Oracle solution by regular reviews and discussions to

highlight key results, metric analysis and process/procedure changes to

demonstrate value and ROI

  • Ensure

customer continues to renew contract with Oracle with favourable terms and

conditions

  • Identify

and drive solution and service expansion and new business opportunities by

presenting and recommending new Cloud products, services and partner

solutions

  • Responsible

for maintaining a high level of customer satisfaction by being a liaison

between our customers and Oracle’s internal operations

  • Execute

and maintain Client Reference program

  • Maintain

current and accurate account information and contact information within

assigned customer database

  • Participate

with Regional Sales Managers in the preparation and execution of individual customer

sales strategies

  • Work

closely with the Solution Sales Leadership, Product Champion and Marketing team

to initiate and participate in the development, implementation, communication

and monitoring of customer success stories (e.g. Case Studies, speaking engagements,

quotes for articles or releases, etc)

  • Work

closely with the Solution Sales Leadership, Product Champion and Marketing team

to develop regular customer interactions (e.g. user group meetings/events,

newsletters, webcasts, etc)

  • Be

a liaison point between customer and Oracle’s internal team and partners (e.g. Consulting, Cloud

Technical Support, Customer Care, Product Development, Hosting, Accounting and

Product Management).

  • Provide

input into the Customer Success methodology and direction

  • Leading

contributor individually and as a team member

  • Provide

direction and mentoring to newer team members

Travel

10% - 33%, dependant

on customer assignment

Detailed Description and Job Requirements

Drive maximum adoption of Oracle solution and identify/drive product expansion opportunities via high value relationship with the client.

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. Work with larger clients. Provide input into the CSM methodology and direction. Act as mentor to newer CSMs on a voluntary basis.

Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Recommended 7 to 10 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: Sales

Location: AU-AU,Australia-West Perth

Job Type: Regular Employee Hire

Organization: Oracle