Client Success Specialist

As a Customer Success Specialist focused on contract renewals, this individual will play a crucial role in maintaining and strengthening relationships with our customers. Their primary responsibility will be to ensure the successful renewal of customer contracts by understanding their needs, demonstrating the value of our solutions, and addressing any concerns. This individual is also expected to drive maximum adoption of Oracle Cloud software solutions and identify product expansion opportunities via high-value relationships both internally and externally. This role requires excellent organization and communication skills, a proactive approach to problem-solving, and a deep understanding of cloud software solutions as it relates to customer needs.

Job Requirements:

Work with a high volume of clients to 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 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 and create strategic action plans to secure a high retention rate. 

Key Responsibilities: 

• Contract Renewal Management: Proactively manage the contract renewal process for assigned territory of customers, ensuring timely and successful renewals.
• Customer Relationship Building: Develop and maintain strong relationships with customers, serving as their primary point of contact for renewals and ensuring their satisfaction with our solutions.
• Value Demonstration: Effectively communicate the value and benefits of our cloud software solutions to customers, aligning our offerings with their business objectives.
• Issue Resolution: Address and resolve any customer concerns or issues that may impact their decision to renew, coordinating with internal sales and operations teams as necessary.
• Account Analysis: Monitor customer usage and satisfaction metrics to identify opportunities for upselling or addressing potential risks. 
• Feedback Collection: Gather and communicate customer feedback to internal teams to help drive product improvements and better customer experience.
• Documentation and Clean Data: Maintain accurate and up-to-date notes of customer interactions, statuses and feedback.
• Collaboration: Work very closely with Sales, Operations, Support and Product teams to ensure a seamless and positive customer experience.

Career Level - IC2

Preferred Qualifications/Skills:

• 5+ years of experience working with Small-Medium or Enterprise scale customers 
• Proven track record of developing and nurturing lasting customer relationships 
• Excellent communication and presentation skills, with the ability to articulate complex concepts in a clear and actionable manner
• Experience problem-solving and presenting solutions to complex business challenges effectively
• Ability to collaborate effectively with cross-functional teams in a fast-paced environment
• Aptitude for technical software

Ideal Candidate Also:

• Has Perseverance: Customer Success is an evolving target and a Customer Success Manager must be able to be persistent and agile with that fluidity.
• Thrives on knowledge: Oracle Solutions provide a multitude of innovations for our customers; a Customer Success Specialist does not need to know every technical detail but should thrive on understanding how those solutions transform the customers’ business.
• Is Self-Motivated: Inspired to perform well without constant direction. Ability to learn and navigate challenges independently.
• Has the Desire to Make an Impact: Is capable of transforming customer emotion into qualitative and quantitative feedback to drive change and resolution within Oracle.

Life at Oracle:                                                                                                   

An Oracle career can span industries, roles, countries and cultures, giving you the opportunity to tackle new roles and challenges, while blending work and life. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry. To nurture the talent that makes this happen, we work hard to build a vibrant and inspiring workplace that celebrates diverse, hardworking teams where everyone can contribute. We take care of each other, and value giving back to the community. We have flexible work arrangements and offer benefits including generous paid parental leave and comprehensive premium medical insurance.