Customer Success Manager

The Customer Success Manager (CSM) position focuses on proactive SaaS engagements for Oracle Retail. The responsibilities require the candidate to work directly with customers and have a confirmed understanding of the Oracle Retail solutions to ensure a customer's success on various service and product-related offerings. The CSM achieves this success by collaborating across Oracle lines of business and keeping executive management up to date on customer activity.

In this role, you will be responsible for developing and handling the Oracle Support relationship with a designated large account or a small number of medium accounts throughout engagement. You will be responsible for improving the customers’ use of Support Services by driving a high degree of satisfaction and reference ability and protecting and improving Support revenue streams.

Additional Responsibilities: 

• Main contact for Oracle customers.
• Runs the accountability for both cloud services and customers.
• Lead the contract, or delivery engagement as defined by Oracle Service Support (OSS).
• Develop and maintain relationships with senior management across lines of business and third parties.
• Plan and deploy support activities to ensure effective delivery within agreed budgetary constraints.
• Advise the account on effective and efficient ways to use Oracle support services and products, tools, systems, interfaces, and procedures. 
• Assure and improve the quality of the service, and maintains accurate account information.
• Communicate opportunities for customers to engage with Oracle such as technical events and business seminars. Assist
• in the renewal of Support contracts, and supplies to pre-sales activities.

Preferred Qualifications: 

• 5-8 years of Customer Experience Management experience within Enterprise Software.
• Retail Experience with an understanding of how the customer runs their business is a plus
• Cloud Technical knowledge
• Executive Sponsorship & Collaboration
• Specialist in account management practice.
• The fully proficient practitioner is able to communicate at all levels within the account and build opportunities for the client to grow and improve their Oracle products and services.
• Proven track record to be customer focused, and develop acumen to nurture and develop lasting customer relations.

Career Level - IC4

Main contact for Oracle customers. Manages the contract, or delivery engagement as defined by Oracle Service Support (OSS). Develops and maintains relationships with senior management across lines of business and third parties. Plans and deploys support activities to ensure effective delivery within agreed budgetary constraints. Advises the account on effective and efficient way to use Oracle support services and products, tools, systems, interfaces, and procedures. Assures and improves the quality of the service, and maintains accurate account information. Communicates opportunities for customers to engage with Oracle such as technical events and business seminars. Assists in the renewal of Support contracts, and contributes to pre-sales activities.

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range: from $87,000 to $178,200 per annum. May be eligible for bonus and equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated fo