Oracle Customer Success Manager (CSM - Implementation) in Bengaluru, India
Customer Success Manager (CSM - Implementation)
SaaS Customer Success Manager (Implementation)
The objective of the Customer Success Manager (CSM - Implementation) is to help customers in achieving maximum value in the shortest possible time of their new SaaS services. In this role you will act as a single point of contact for customer implementation project teams, being a trusted advisor and advocate to the customer, working closely with the customer’s implementation partner to monitor the implementation and providing best practise advice, guidance and enablement. In this role you will need to put strong programme management skills to assess the implementation risks and your influencing skills to position these with the customer, together with possible mitigation actions.
As part of the role you will continuously improve on your implementation related customer network and internal relationships, working closely with sales and Field customer success managers, ensuring they have a clear understanding of the implementation status, risks and activities and allowing them to focus on further adoption of Oracle products within our customers. You are part of one team, all responsible for delivering value to the customer.
Essential Duties and Responsibilities
Advise and enable customer and Implementer in strategic Implementation Projects
Responsible for performing the following assessments (Expert services)
Implementation Readiness Assessment
Ongoing Project health tracking and Assessment
Go-live Readiness Assessment
Monitor progress and work with Oracle internally accountable stakeholders, e.g. Support, Development and Cloud Operations for issue resolution
Build strong trusted relationships with the customer and implementer’s management teams with the objective to be a trusted advisor and enable you to influence the customer’s implementation decisions.
Monitor implementation progress providing guidance/advise to proactively mitigate any risks/issues identified
Manage Escalations and issue resolution with all LOBs
Monitor SR management: ensure Support owns and drives issue resolution. Educate customers and Implementers about their responsibilities in terms of SR management.
Co-ordinate all XLOB activities associated to the customer’s implementation to closure
Represent Oracle during partner lead Implementation project at project/program level
Become the customers advocate in Oracle for their implementation
Provide best practice guidance, advise and enablement to the customer, covering their SaaS implementation services
Communicate internally to ensure all internal stakeholders are aware of the implementation status, key risk, issues and activities
Follow the implementation Framework when engaged on customer implementations
Work closely with the Implementer to monitor their implementation approach and resourcing on the project
Assess the Implementer project team and on the project and provide feedback/guidance to the where there is any associated risk
Education of customers and implementer about SaaS Implementation best practice including workshops, refresher sessions and coaching with the objective that customers and implementers become self-sufficient – ‘teach to fish’ principle
Work closely with the wider customer success team and other LOBs to understand the business plans and where possible support to identify possible expansion opportunities.
Assess completion of the Implementers work.
Ensure successful handover to the CSM towards go-live, keeping them informed throughout the implementation to make the final handover smoother.
Work closely with the CSM to gain customer approval to be a reference.
Experience in a customer facing role involving cloud based/SaaS technology with collaboration of senior stakeholders
5 years relevant experience of managing complex implementations
Proven ability to successfully lead and deliver implementation
Ability to manage multiple parallel engagements with different customers
Delivery experience in implementing Oracle SaaS products in HCM, ERP, CX product pillars.
Degree in related field, Computing or Business & Information Technology preferred.
Implementation experience of SaaS projects, ideally Oracle SaaS
Broad understanding of large complex solutions and implementation risks
Essential Skills & Abilities:
Written and verbally communicate a complex message in a simplistic way.
Ability to build trusting relationships
Logical and methodical approach to problem solving
Team Working and Collaboration
Confident and engaging presentation skills, personable, positive, approachable & tenacious
Extremely Diligent & Succinct Organisation & Communication skills.
Remain calm and controlled under pressure
Strong desire to learn and develop personally.
Strong time management work ethic and focus on delivery.
Mirroring & ability to engage and be engaging at all levels.
Detailed Description and Job Requirements
Intermediate consulting position operating independently with some assistance and guidance to provide quality work products to a project team or customer that comply with Oracle methodologies and practices. Performs standard duties and tasks with some variation to implement Oracle products and technology to meet customer specifications.
Standard assignments are accomplished without assistance by exercising independent judgment, within defined policies and processes, to deliver functional and technical solutions on moderately complex customer engagements.
2-5 years of overall experience in relevant functional or technical roles. Undergraduate degree or equivalent experience. Product or technical expertise relevant to practice focus. Ability to communicate effectively and build rapport with team members and clients. Ability to travel as needed.
Job Type: Regular Employee Hire