Oracle Client Success Specialist IV in San Francisco, California
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.
Oracle will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of San Francisco's Fair Chance Ordinance.
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.
Customer Success Specialist
USA: West Coast (Preferred)
Oracle is strongly committed to the global financial services industry. In order to assist financial institutions, Oracle has brought together the industry's best application and technology ecosystem for evolutionary transformation, providing customers with the largest footprint of functional assets. Oracle's progressive transformation strategy for financial services industry is executed through the Oracle Financial Services Global Business Unit (FSGBU).
Oracle has a clear objective to become the global leader in enterprise cloud solutions. As part of the Cloud commitment, Oracle FSGBU has created the Customer Success group which is responsible for supporting cloud implementation, adoption and renewal worldwide. The Customer Success team focuses on the post sales relationship, partnership and alignment with SaaS customers. As such, their goal is to enhance the customer experience and increase customer satisfaction in order to secure subscription renewal and identify upsell opportunities
The objective of the Customer Success Specialist is to maximize client retention and success while also driving increased subscription revenue. In this role you will act as a strategic advisor to your clients to ensure they maximize the value of their investment with Oracle s FSGBU portfolio.
You shall use your network in Oracle to support prompt resolution of issues and will be the trusted advisor who provides guidance on best practices for Oracle solutions on the Cloud.
You will work towards individual annual targets for driving the renewal of your customer s subscriptions and work closely with sales to enable further adoption of Oracle services within your assigned accounts.
Customer Success specialist should actively engage during the sales event supporting sales teams to succeed; responsible for customer on-boarding to the service and align the implementation strategy for successful outcomes; accountable and responsible during the deployment, adoption and optimization steps by engaging business teams at customer. Finally, actively track and engage during the renewal event.
Responsible for maintaining a high level of client satisfaction by being a liaison between our clients and Oracle s internal operations.
Work with larger existing clients to help them move to a cloud based deployment
Be an expert on the customer s business application strategy and the go-to person for their strategic business direction for the specific solutions on the cloud
Deliver regular business and operational reviews to senior executives & key business stakeholders
Provide best practices and industry benchmarking
Position Oracle s value proposition as part of our overall business solution, linking these benefits back to the key business issues of the client
Develop and maintain extraordinary relationships with clients to ensure their satisfaction and retention while helping to grow our incremental revenue
Guide your customer through significant service milestones such as upgrades, new releases etc.
Act as a point of escalation for your customer s critical issues
Provide input into the Customer Success Management 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 complex, involving the application of advanced technical/business skills in areas of banking and insurance.
Recommended 8 to 12 years of professional experience.
Experience in working in a business consultancy role
Technical background in engineering, sales engineering, business analyst or solutions architecture, SaaS experience preferred
Demonstrated experience in package systems implementation (Core Banking /OFSAA applications, CRM, ERP Consulting experiences, preferably ORMB or OHI) or client facing relationship experience. Understanding of various technical architectures and operating environments deployed at customers today.
Sound Financial Services / banking & insurance domain knowledge
Proven ability to develop and cultivate lasting customer relationships with a diverse set of internal and external stakeholders including senior level executives, legal, technical, finance, support, sales, and marketing experts
Project Management experience with proven capability to lead cross functional business and technical teams to provide timely issue resolution
Ability to create and sell business cases to internal and client audiences
Excellent organization, time management, and communication skills
Willingness to 'roll up one's sleeves' and assist wherever needed
Team player who will work within the company to continue improving the way Oracle serves its customers
Bachelor degree or equivalent experience in computer science, business, or related field
Fluent English, fluency in Spanish desirable
Title: Client Success Specialist IV
Location: CA,California-San Francisco
Requisition ID: 190019AT
Other Locations: United States
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