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.
Customer Success Managers (CSMs) ensure that Oracle Cloud solutions are aligned with our customers’ business goals and Key Performance Indicators during the entire lifecycle.
The objective of the Customer Success Manager is to maximize Customer retention and success while also driving increased subscription revenue.
The Human Capital Management Customer Success Manager is a Business Partner, responsible to manage a portfolio of +15 customers achieving maximum value with Oracle HCM suite of applications.
You will work towards individual annual targets for driving adoption of your customer’s subscriptions and work closely with sales to enable further adoption of Oracle products within the volume installed customer base.
Essential Duties Develop a deep understanding of customers’ Human Capital strategy and business objectives and drive use of the HCM applications to help them achieve those objectives, throughout the entire customer journey. Identify risks to the customer achieving their objectives and work with other Oracle teams to build a retention plan. Maintain a proactive and reactive dialogue with customers through regular meetings and focusing on retention. Work with the account team (Sales/ Renewals) to build an account plan, that includes timely renewal and expansion opportunities. Coach customers to ensure they are leveraging all available Resources e.g. My Oracle Support, Oracle University, Customer Connect, Oracle Consulting, Product Development, User Groups, webinars etc. Build, develop and maintain a territory management approach to implement effective customer coverage with regular proactive communication. Work closely with the partners, support, presales and consulting teams to ensure customers meet their objectives withing timelines. Build and maintain strong relationships with the main partners involved in the customer base. Create simple messaging around the value of the overall solution and encourage optimal utilization. Develop expertise on the HCM applications in order to highlight new offerings and updates to existing features and capabilities. Stay informed on HCM related trends and competitive offerings.
Essential Knowledge and Background Consulting and advising experience Human resources background Experience with HCM cloud-based/SaaS solution offerings is desirable Experience supporting the implementation of enterprise-class, mission-critical applications 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.
Essential Skills and Abilities Excellent organization, project management, time management and communication skills, proven track record in excellent presentation skills in virtual delivery is a definitive asset. Excellent verbal and written communication skills in English and Spanish/ Italian Passion and ability to influence, facilitate and juggle a number of competing issues at any one time. Action-oriented and problem-solving attitude Strong Analytical capabilities Ability to lead cross functional business and technical teams to provide timely issue resolution Ability to create and sell business cases to internal and Customer audiences 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 Technical background ideally with Oracle experience is preferred
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 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.
Job duties are varied and complex utilizing independent judgment. 5 to 7 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.
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