ERPM&HCM Customer Success Manager with French
Oracle
IAŞI, Romania
1 zi în urmă

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.

Responsibilities

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 ERPM&HCM Customer Success Manager is to maximize Customer retention and success while also driving increased subscription revenue.

  • In this role you will focus on the volume business;
  • The Customer Success Manager is a Business Partner, responsible to help a portfolio of +15 customers achieving the maximum possible value they can with Oracle ERPM&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’ ERPM&HCM strategy and business objectives and drive use of the ERPM&HCM applications to help them achieve those objectives
  • Maintain a proactive and reactive dialogue with customers through standard interactions : success plans, business reviews, events, knowledge portal, chat and webinars.
  • Identify risks to the customer achieving their objectives and work with other Oracle teams to build a rescue plan or escalate as needed.
  • Work with the account team (Sales / Renewals) to ensure timely renewal and expansion opportunities.
  • Develop expertise on the ERPM&HCM applications in order to highlight new offerings and updates to existing features and capabilities.
  • Stay informed on ERPM&HCM related trends and competitive offerings.
  • 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.
  • Build, develop and maintain a territory management approach to implement effective customer coverage through customer portal and other mechanisms, to ensure regular proactive communication with our volume install customer base.
  • Create simple messaging around the value of the overall solution and encourage optimal utilization.
  • Research and survey customers’ business objectives and definitions of success (ROI). Gather baseline metrics and create and execute customer facing activities a covering all the customer lifecycle stages.
  • 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.
  • Build and maintain strong relationships with the main partners involved in the customer base you will be working with.
  • Essential Knowledge and Background

  • Consulting and advising experience
  • ERPM&HCM related experience (Oracle desired, SAP, Sage, MS etc)
  • Experience with cloud-based / SaaS solution offerings is desirable
  • 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

  • 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
  • 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
  • Bachelor’s 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 and French. Other languages are a plus German, Dutch, Italian or Spanish, other languages e.
  • g. Arabic, Turkish would be would be an asset

    About Us

    Diversity and Inclusion : An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in.

    Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.

    In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.

    Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability.

    The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more.

    We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.

    At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities.

    We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles.

    to perform crucial job functions. That’s why we’re committed to creating a workforce where all individuals can do their best work.

    It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before. 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
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  • Oracle's Customer Success organization enables our customers to achieve the highest business value and profit from their investment in Oracle Cloud.
  • Oracle's Customer Success organization enables our customers to achieve the highest business value and profit from their investment in Oracle Cloud.
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