Digital Customer Success Manager –SaaS
Support Oracle SaaS customers to leverage their Oracle Application, ensuring optimal adoption of these applications to maximize customer satisfaction and return
Guide and advise customers through their post-sale lifecycle at Oracle (on-boarding at Oracle, implementing their solution, adopting the solution & optimal usage) through the SaaS Digital Interaction platform (chat, email, knowledge base content, campaigns, webinars, etc)
Coach customers to ensure they are leveraging all available Resources e.g. My Oracle Support, Oracle University, Customer Connect, Product Development, User Groups, webinars etc
Develop expertise on the ERPM/HCM/CX/Marketing applications in order to highlight new offerings and updates to existing features and capabilities.
Stay informed on SaaS related trends and competitive offerings and be able to advise customers
Join one of the most vibrant cloud applications group within Oracle and be part of a world class cloud team to accelerate Oracle SaaS adoption.
Oracle's Customer Success organization enables our customers to achieve the highest business value and profit from their investment in Oracle Cloud. 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 objective of the Digital Customer Success Manager is to maximize Customer retention and success using digital channels (SaaS Digital Interaction Platform, outbound campaigns, contribution to SaaS best practices on onboarding, implementation & adoption of SaaS solutions).
·Support the Design and build of an automation system for cloud value propositions
·Provide content and execute customer campaigns (Get started with Oracle, Nurture & Enrich, Implementation and Adoption of Oracle SaaS Solutions)
•Provide generic best practices and industry benchmarking materials via self service and proactive push communication. Create simple messaging around the value of the overall solution and encourage optimal utilization.
•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.
Essential Knowledge and Background
•Experience in driving digital customer interactions.Experience in delivering content via social media, webinars and other relevant online delivery channels and methods
•SaaS related experience – ERPM, HCM, Marketing/CX (Oracle desired, SAP, Sage, MS etc)
•Experience with cloud-based/SaaS solution offerings is desirable
•Proven track record in working in working with customers via remote programs.
•Proven track record in addressing a large group of customer portfolio via programmatic execution
•Consulting and advising experience are nice to have
Essential Skills and Abilities
•Enthusiastic,innovative,action-oriented and with a problem-solving attitude
•Strong analytical capabilities
•Ability to coordinate with cross functional business and technical teams to provide timely issue resolution
•Ability to create and sell business cases to internal and Customer audiences
•Excellent organization, project management, time management, and communication skills, proven track record in excellent presentation skills in virtual delivery is a definitive asset.
•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, Dutch, Italian or Spanish, other languages e. g. Arabic, Turkish would be would be an asset.
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/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.
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 implementation or client facing relationship experience. Understanding of various technical architectures and operating systems. Industry experience is desired.
As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salaryverification, professional references, education verification and professional qualifications and memberships (if applicable).