Oracle Oracle Cloud Implementation Success Specialist in Trenton, New Jersey
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/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 package systems implementation (CRM, ERP, Consulting experiences) or client facing relationship experience. Understanding of various technical architectures and operating systems. Industry experience is desired.
Job Description: Oracle Cloud Implementation Success Specialist
*No visa transfers accepted for this role.
We are searching for Oracle Cloud Implementation Success Specialists (ISS) to assist our SaaS Cloud customers as they adopt cloud applications and achieve value from their Cloud investments.
The ISS role is a customer-facing, post-sale, customer care position. ISSs collaborate with multiple Oracle teams within Sales, Support, Operations, Customer Success, and Consulting, as well as Oracle Cloud implementation partners, to drive customer adoption of the Oracle cloud subscriptions they have purchased. ISSs are experienced Oracle Cloud implementation professionals who focus on supporting large, strategic, and complex implementations. Success is determined by the customer s ability to go live according to plan, and the customer s production stability once live on Oracle Cloud. A successful ISS sets the stage for transition of a stable live customer to a Customer Success Manager (CSM) to focus on references and willingness to renew and expand. This ISS position is within the North America Technology Division (NATD) Public Sector SaaS CSM team, which covers the HCM, ERP, EPM, and CX SaaS pillars in the Oracle Public Cloud.
The target candidate s profile is one who can blend technical skills, implementation experience, analytical problem-solving skills and strong focus on implementation success. The successful ISS candidate will need to clearly demonstrate his/her ability to work constructively with customers and implementation partners, apply experience and best practice guidance, and meet the following criteria:
Drive high customer satisfaction by ensuring smooth transition to the Oracle Cloud through stable implementation and go live.
Develop good customer and partner relationships to identify and drive product implementation best practices
Work closely with key Oracle groups: Application Sales Managers, Application Solution Architects, Customer Success Managers, Cloud Operations, Support and Consulting to maximize customer satisfaction.
Work closely with Oracle Cloud implementation partners.
Understand all supporting processes and tools required to perform the job.
Develop, maintain, and share product knowledge and understand customer use cases for Oracle s cloud offerings in their assigned pillar.
Lead transition processes post go live to orient Customer Success Managers.
SaaS ISSs also are focused on:
User-adoption, best practice sharing and knowledge transfer.
Supporting large, complex, and strategic Fusion Cloud implementations. Focus is not limited to Fusion, and may include coverage of all SaaS pillars: HCM, ERP, EPM, and CX.
Critical issue escalation and customer advocacy during implementation.
Keeping customers current on implementation best practices, and upcoming releases and functionality made available during the implementation cycle.
Coordinating health checks and recurring milestone reviews during implementation, until successful post go-live stabilization and transition to Customer Success Manager.
10 years prior experience in Implementation Success or equivalent history of guiding successful cloud applications implementations.
Strong technical knowledge to apply how Oracle s HCM, ERP, EPM, or CX solutions map to customer business requirements.
Ability to travel up to 50% or more, depending on customer needs.
Impeccable written and verbal communication skills.
Detail oriented and analytical.
Strong team player but still a self-starter.
Thrives in a multi-tasking environment and can adjust priorities on-the-fly.
Location: This role may work from home or in an Oracle office when not traveling. Candidates must live within a reasonable distance of an Oracle office and major airport.
Title: Oracle Cloud Implementation Success Specialist
Location: United States
Requisition ID: 180008PX