Oracle Customer Success Manager | Utilities CIS SaaS Products in Vienna, Virginia
As a recognized authority and leading contributor within their practice, this senior-level consulting position provides consistent high quality and innovative solution leadership to a project team. Leads the solution design and implementation aspects of engagement(s) ensuring high quality, integrated software solutions within constraints of time and budget.
Analyzes business needs to help ensure Oracle solution meets the customer s objectives by combining industry best practices, product knowledge, and business acumen. Exercises judgment and business acumen in selecting methods and techniques to deliver functional and technical solutions on non-routine and very complex aspects of applications and technology installations. Provides direction and mentoring to project teams, and effectively influences customer leadership on key decisions. Supports the business development efforts by pursuing new opportunities and extensions. Collaborates with the consulting sales team by providing domain expertise. Resolves complex customer issues by recommending and implementing solutions. Demonstrates expertise in multiple business processes across two or more product families or ability to architect and design technology solutions encompassing multiple products and make decisions based on impact across the stack.
8-10 years of experience relevant to this position including 4 years of consulting experience. Prior team leadership or management experience preferred. Undergraduate degree or equivalent experience preferred. Product or technical expertise relevant to practice focus. Ability to communicate effectively. Ability to build rapport with team members and clients. Strong influencing and negotiation skills. Ability to travel as needed.
Oracle is an 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 and protected veterans status or any other characteristic protected by law.
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.
As part of the Customer Success team, a Customer Success Manager forges a trusted advisor relationship with assigned accounts in the Oracle Utilities SaaS Cloud. This role is committed to ensuring that customers move positively through the customer lifecycle and that they receive the support they need to achieve their business objectives. This is a key, customer-facing role within Customer Success and requires a dedicated professional with an exceptional ability to manage customer relationships. The Job duties are varied and complex utilizing independent judgment.
To drive maximum adoption of Oracle UGBU solutions and identify and promote growth via your excellent relationship with the client.
Develop a long-term partnership with our clients to ensure they remain successful by realizing the full value of their investment with us.
You are responsible for maintaining a high level of client satisfaction acting as the liaison between our clients and Oracle s internal networks.
To ensure client continues their contractual relationship with Oracle.
Interface at highest levels both internally and with Partner / Customer teams.
Participate in and deliver assigned side projects designed to move the Customer Success organization forward.
Provide leadership and expertise in the development of tools, processes and activities performed by the CSM group
Summary of role:
As the SaaS account owner and the customer s central point of contact, the Customer Success Manager orchestrates services across commercial management, adoption and transformation to ensure that the customer is set up for success. The Customer Success Manager drives the overall account growth strategy.
You thrive on working in a fast-paced, exciting environment. Ensuring that our customers realize their objectives and business transformation goals is your key motivation. With strong problem-solving skills and organizational awareness, you can intervene where needed to ensure that any roadblocks to customer success are removed as efficiently as possible.
The primary responsibilities of this role include:
Onboarding customers and establishing customer relationships
Communicating the Oracle vision and product roadmap
Guiding customer success via a thorough understanding of your customers business priorities and success metrics
Leading account planning processes
Internal Account Reviews
Customer Business Performance Reviews
Reporting on Availability and other key metrics
Acting as the primary escalation point for the customer
Contract administration and compliance
Own and communicate the 52-week plan to customers
Reporting to the Customer root cause analysis of outages
Managing account remediation
Preparing for account reviews and Quarterly Business Reviews
Driving expansion opportunities
Co-ordinating core product demos and best practice guidance
Collaborating with Sales to produce renewal plans and assisting in the renewal process
Advocating for product enhancements on behalf of customers
Establishing a reputation as a business thought leader by publishing thought leadership content and speaking at events
BS or BA degree. MBA, MS or relevant experience preferred.
Utilities Vertical experience (Electric, Gas, Water) with a strong preference for exposure to working with Oracle CC&B or MDM or a competing CIS product.
At least 5-7 years of professional experience in enterprise software and account management, with a strong preference for experience within a Cloud/SaaS field
You have experience in direct customer facing or consulting roles at a senior level
You are an excellent communicator who understands technical concepts
You can translate complex and technical topics across a wide range of audiences in an engaging and succinct manner
You have demonstrated success working directly with clients, including building senior level relationships
Skilled at relationship management
Excellent speaking and presentation skills
Strong time management skills and self motivated
Strong strategic and analytical thinking skills
Experience working with cross-functional, enterprise-wide teams and collaborating to find successful solutions
Demonstrated resourcefulness, motivation, and initiative
High energy and stamina to perform consistently in a very demanding environment.
Ability to travel for up to 50% of your time
Title: Customer Success Manager | Utilities CIS SaaS Products
Location: United States
Requisition ID: 20000ISC
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