Principal Customer Success Manager - SaaS

Oracle’s Customer Success Organization is in the midst of a customer-centric transformation. We’re helping our clients around the globe redefine customer experience, unifying the front, middle, and back office for a 360-degree view of the customer. As a Customer Success Manager, you will leverage deep business, industry, and product knowledge to partner with Oracle Cloud customers and guide them through their cloud lifecycle to accelerate business value and return from their investment. Customer Success Managers drive maximum adoption of Oracle solutions and identify/drive product renewal and expansion opportunities via high value relationships with customers. 

Customer Success Managers specialize across lines of businesses, cross-functional competencies, and/or industries. They align at executive and key business stakeholder levels, building and fostering strong relationships to help customers progress on their customer journey. 

The ideal Customer Success Manager will possess Oracle Cloud solution knowledge and skills that enable them to be a problem solver always looking for innovative approaches and solutions. You enjoy rolling up your sleeves and taking on challenges with a hands-on approach. You have a passion for customer success across customers' lifecycle (onboarding, implementation, post-go-live, product adoption and value realization) building relationships that blossom into trusted partnerships. You know the key to delivering exceptional customer experiences lies in your ability to apply industry knowledge, providing relevant and dynamic insights to each client you serve. Entrepreneurial-minded with sound judgment and can navigate complexity. You are a highly collaborative teammate who can navigate different personalities, work well with others, and share lessons learned and knowledge gained from project experience. You take ownership of your success as well as those around you, modeling integrity and accountability with colleagues and customers. You excel in a fast-paced environment, working as a customer's internal advocate to remove obstacles that may impede a customer's experience with Oracle. 

Customer Success Managers align customer goals, KPIs, and business objectives with Oracle’s product functionality and strategy to help drive adoption and expand product usage. 

Career Level - IC4

• Support a portfolio of customers across multiple industries, primarily State & Local (may include Municipalities, Utilities, Oil & Gas, Energy, K12, Higher Ed).
• Act as the main point of contact for your customers. Build and foster relationships with key customer stakeholders (executives, business & IT leaders, influencers, and decision-makers) to solidify our partnership and commitment.
• Drive maximum adoption of Oracle solutions and identify/drive product renewal and expansion opportunities via high value relationships with customers.
• Demonstrate a level of drive, accountability, and resourcefulness to effectively manage an assigned book of business in a fast-paced and somewhat ambiguous environment ensuring that deliverables, results and deadlines are achieved.
• Have a holistic overview of a portfolio of specific/key projects within a specific client to develop knowledge and a clear understanding of customer plans, goals, and desired outcomes of their Oracle Cloud solution investment. 
• Leverage Oracle’s Customer Success methodology to partner with customer stakeholders to understand their goals/KPIs, assess their capabilities and provide recommendations to help them accelerate the achievement of their business and technology objectives.
• Drive customer implementation towards success with healthy partner interaction and work with Alliances and Channels making sure the involved partners are focusing on customer success; raise in timely manner when there is any deviation.
• Engage with customers and their Systems Implementation partners to identify risks and work with the account team to get projects on the right track; reacting promptly to early warning signs within your portfolio.
• Effectively collaborate, influence, and take the lead in cross-functional engagements within Oracle. Be the internal advocate for the customer across the organization including Global Customer Success Services, Sales, Support, and Product Development while expertly prioritizing, driving ownership, and delivering desired outcomes for your customers.
• Understand the organizational structure of the customer, identifying the areas that present deep strategic partnership opportunities. Build and grow multiple relationships across a customer's organization, and their implementation partners.
• Demonstrate Oracle product knowledge by applying platform features and functions to customer business priorities and roadmap in relation to the customers goals and objectives.