Oracle Client Success Specialist IV in Gurgaon, India
Client Success Specialist IV
As a Customer Success Specialist (CSS), you will maintain post-sales contact to manage the successful and ongoing relationship with an assigned customer base to achieve a high level of customer satisfaction and loyalty. You will guide our customers in providing outstanding customer experiences, specifically with regard to their operations, and to meet their business objectives.
A significant part of the role is to provide advice and best practices to assist the customer maximize adoption of their purchased solution, ensuring renewal of their contract as well as identifying expansion opportunities.
You will also play a concierge and customer advocate role by being a liaison between our customers and Oracle’s internal teams that support the customer’s solution and platform.
You will be responsible to work with the customer to ensure successful implementation, drive adoption and usage. You will help the customer define success criteria and help realize business benefits.
Success in this role is demonstrated by retaining contract renewals, achieving an expansion value, customer reference ability and solution utilisation.
Mandatory Qualifications and Experience
Demonstrated experience providing SaaS vendor services to nominated customers
Demonstrated capability to build and maintain strong customer relationships with a diverse set of internal and external business owners and stakeholders across all organisational levels
Intermediate work experience in an external customer facing role
Knowledge of the following business areas:
Enterprise Resource Planning
Enterprise Performance Management
Advanced English written and verbal communication skills
Team player who will innovate to continue improving the way Oracle services its customers
Confident and assertive
Self-starter and comfortable to work autonomously
Ability to place oneself in customer’s shoes
Ability to balance customer needs with Oracle’s needs
Detailed Description and Job Requirements
Develop remote long term relationship with customers to assist them successfully realize value for their investment
Identify and drive solution and service expansion by presenting and recommending new features and functionality
Responsible for maintaining a high level of customer satisfaction by being a liaison between the customer and Oracle’s internal operations and partner (e.g. Consulting, Cloud Technical Support, Customer Care, Product Development, Hosting, Accounting and Product Management)
Ensure customer continues to renew contract with Oracle with favorable terms and conditions
Execute and maintain Client Reference program
Maintain current and accurate account information and contact information within assigned customer database(s)
Work with the Oracle internal teams to participate in the development, implementation, communication and monitoring of customer success stories, event, workshops, etc
Provide input into the Customer Success methodology and direction
Leading contributor individually and as a team member
Provide direction and mentoring to newer team members
Detailed Description and Job Requirements
Drive maximum adoption of Oracle solution and identify/drive product expansion opportunities via high value relationship with the client.
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. Work with larger clients. Provide input into the CSM methodology and direction. Act as mentor to newer CSMs on a voluntary basis.
Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Recommended 7 to 10 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 Type: Regular Employee Hire