Oracle Client Success Specialist III in Bengaluru, India

Client Success Specialist III

Preferred Qualifications

Cloud CustomerSuccess Manager Digital Hub

Role Description

The objective of the Digital Hub Customer Success Manager is

to be a Trusted Advisor with the Customer to drive Adoption of their chosen

Oracle SaaS application, maximize Customer retention, advocacy and success

while also contributing to increased subscription revenue expansion growth and

achievement.

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 Adoption, Retention and Expansion of your customer’s subscriptions,

by working closely and collaborating with the Regional Sales and CSM teams to build

strong customer relationships and understand our install base Customer

objectives - effectively managing all customer related activities throughout

the customer’s lifecycle, from sign up to renewal remotely and demonstrating

the value of Oracle SaaS applications.

You are passionate and committed to ensure all

suitable resources needed to make our customers successful are available via

our SuccessHub Customer portal and/or

direct to the customer via the available systems or automated processes.

Essential Duties and Responsibilities

  • Ensure customer

coverage through the SuccessHub Customer portal, chat and other mechanisms to

drive Customer Advocacy, Adoption, Retention and Expansion.

  • Develop deeper

understanding of the customers’ objectives to identify opportunities and

further align resources that will guide the customers’ successful use of and

return on investment with their Oracle SaaS solution.

  • Drive continued

and maximum adoption of Oracle’s SaaS solutions and identify and foster product

expansion opportunities with the appropriate Cloud Sales team via a value-based

relationship with assigned clients.

  • Act in a

programmatic way to deliver to success plan, business reviews, roadmap

sessions, enablement and adoption services and 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.

  • 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 Regional Sales team to ensure adequate awareness around the volume

customer base due to renew each quarter in advance.

  • Ensure the

timely update and data/content quality of relevant internal Oracle systems used

by Digital Hub Customer Success Managers, such as CLM, Service Cloud, Eloqua and the

SuccessHub and Community portals.

  • Complete the required

Oracle Sales Academy training and CSM product/domain to a Level 2 accreditation

standard.

Essential Knowledge and Background

  • 5 years’

experience in a customer success, service or account management 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

Business Analytics

Marketing

Automation

Sales Force

Automation

Service

Cloud/Social Networks

Recruiting

Talent

Management

HR Processes

Financial

Management processes

Essential Skills andAbilities

  • 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, marketing or

related field (Masters preferred).

  • Technical

background in Cloud ideally with Oracle experience is preferred.

  • Marketing

business experience.

  • 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 other languages.

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.

Job: Sales

Location: IN-IN,India-Bengaluru

Job Type: Regular Employee Hire

Organization: Oracle