Customer Success Manager

Job description

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, your primary focus will be to deliver post-sales support and solutions to the Oracle Support Services customer base while serving as an advocate for customer needs. You will be responsible for fielding and resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions regarding the use of and troubleshooting for our Electronic Support Services. As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with little direction from management. You will also provide guidance and resolution on a wide range of technical and non-technical customer issues. Resolution is primarily provided in real time with follow up for more complex matters. This position may provide you an opportunity to be "proactively responsible" for support for our top revenue and strategic customers.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. Prior working knowledge of or the desire to quickly learn about Oracle Financials, Oracle Service, ITS, Imaging, GSR, the World Wide Web, internal knowledgebase, MSOffice tools and our Electronic Support Service Offerings. In addition, understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. You should also be fluent in customer TAR reporting systems. Bachelors degree and three years related experience (and one year Client Relations experience) in hand, an ideal candidate will have excellent communication skills, will have shown prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.

Desired profile

Qualifications :

Job Description
Title: Customer Success Manager
Organization: Customer Management Office, Oracle Retail
Preferred Qualifications:

On a global level, Oracle Retail's Customer Management Office is focused on providing guidance to our Oracle Retail customers throughout their relationship and partnership with our organization and then providing visibility of our customers' needs back into Oracle Retail. The core competencies of the group focus on customer programs, escalation management and customer communities.

The objective of the Customer Success Manager (CSM) is to maximize customer retention and success while also driving increased license revenue. In this role you will act as a strategic advisor to your Customers to ensure they remain successful and realize the full value of their investment with Oracle.

In addition you will guide our Customers to provide outstanding customer experiences through the use of our platform and services. You will be the trusted advisor our Customers rely on to provide best practice and knowledge on the Oracle Cloud solutions.

·  Work with a higher volume of smaller, less complex customers to develop long term partnerships
·  Act as primary point of contact for the customer throughout the Cloud Service Lifecycle
·  Advise through customer introduction calls and welcome materials, including on boarding information and effective and efficient ways to use Oracle support services and products, tools, systems, interfaces, and procedures
·  Acts as Oracle navigator to gain access to necessary Oracle Resources
·  Ensure customers are updated on new product features and have developed a roadmap to implement
·  Educate Customers on the value of the overall solution and encourage optimal utilization
·  Gather customer product feedback to help product management define the product roadmap
·  Collaborate with Oracle's Marketing team by encouraging customer advocacy and creation of case studies to help maintain the Customer Referral program and participation in the Oracle Retail customer communities
·  Develop and maintain extraordinary relationships with existing Customers 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, maintenance notifications, etc
·  Act as a point of escalation for your customer's critical issues.
·  Host regularly scheduled service reviews (SLA performance, issue tracking/open bug status, etc).
·  Looks for potential crosssell/upsell opportunities
·  Regularly measures customer satisfaction levels through the use of surveys, phone calls, etc.
·  Prepares internal status reports for Oracle Management outlining key metrics