Oracle Customer Success Manager in Marlborough, Massachusetts
As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.
In this role, you will be considered the lead customer liaison for 4 -10 strategic, top-revenue Support accounts, and will attend one-on-one meetings with representatives of the strategic accounts. You will be responsible for managing internal projects, such as creating internal training curricula and schedules, presenting across lines of businesses, identifying and driving productivity improvement opportunities, coordinating, preparing and qualifying Premier Analysts for Customer Visits and employee mentoring.
Job duties are varied and complex, needing independent judgment. May have project lead role. Because of the nature of this position, a proven track record of demonstrated working skills including, but not limited to, excellent verbal and written communication skills, project management skills, ability to multitask and work under pressure, and (most importantly) an unabbreviated commitment to ensuring customer success. Bachelors Degree in either communications or information systems, previous account management and customer-focused experience, training experience in a software environment, prior working knowledge of or the desire to quickly learn about Oracles products, and six years related experience.
This is a remote/office based position which may be performed anywhere in the United States except for within the state of Colorado.
Oracle is an Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law.
The Oracle Construction and Engineering Global Business Unit has an immediate opening for a Customer Success Manager in our Americas Managed Accounts team. This individual will be responsible for managing a portfolio of approximately 15-20 clients located in the USA and Canada. The successful candidate will have at least three years of progressively responsible experience in the client services, account management, professional services or customer success discipline.
Oracle CSMs guide customers through onboarding and implementation phases to accelerate time to value. We recommend good practices for ongoing cloud processes such as release strategy and management. We help customers realize continuous value by supporting product adoption and sharing tips to deepen a customer’s skills. We help customers align their key business needs, processes, and goals by guiding them to achieving their ever-evolving desired outcomes.
The right CSM would possess the following mix of skills, traits and abilities –
Product Knowledge – Modern CSMs need to be technologically savvy, especially in the construction technology space. CSMs must have and maintain a strong knowledge of our products and services. We’re often one of the first contacts a customer has with our business, and there are no do-overs when it comes to first impressions. If a customer feels the CSM doesn’t understand their product or service, they may think our offerings are too complicated and take their business elsewhere. Having a demonstrable understanding of our offerings inspires trust and respect. Special consideration will be afforded candidates with construction industry knowledge, and knowledge of either Oracle Aconex, Primavera Cloud, P6 EPPM or Unifier.
Understanding Data – Although it might not be obvious, a large part of a CSM’s job involves managing data. The CSM will analyze short-term and long-term data to paint a complete picture of what is going on with our customers. You should be able to explain what’s going on, infer trends from that data, and ensure you keep that information secure.
Project/Time Management – Good CSM’s will have above ordinary project and time management skills. The CSM is the cog that keeps our business turning. Both customers and colleagues rely on us to make sure things are running smoothly – if the CSM isn’t on top of things, these relationships can quickly fall apart. A CSM who can’t manage their own time is bad, but a CSM who can’t manage (and be respectful of) a client’s time is even worse.
Problem Solving – One of the most important aspects of a CSM’s skillset is their problem-solving abilities. A CSM provides solutions for our customers. A CSM needs to identify problems in the customer journey and offer tailored solutions to each issue.
Communication – Building successful customer relationships largely rests on how well a CSM communicates. Every customer faces unique challenges in their journey, and it’s vital for them to feel heard. A good CSM will know how to listen to a customer, understand their challenges, and then communicate effective solutions.
*Advocating *– CSMs are the voice of our customers. Our responsibility is to advocate on their behalf, driving their requirements with key stakeholders within our business to support their ever-evolving desired outcomes.
*Commercial-Minded *– In a mutually beneficial relationship, both parties gain. As a CSM, we need to be mindful of opportunities to expand a customer’s investment in our products and services.
A Cool Head – The problems our customers face will vary. When new (and occasionally frustrating) problems arise, it’s essential to have a CSM who can think on their feet and keep a cool head. We’re the bastion of sanity for customers, and if we lose our cool, it’s all too easy for customers to become flustered as well.
Title: *Customer Success Manager *
Location: United States
Requisition ID: 210001GM
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