Senior Customer Success Manager

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector, and continue to thrive after 40+ years of change by operating with integrity. 

Develop long-term partnerships with our clients to ensure they remain successful by realizing the full value of their investment with us, to ensure the client continues/replenishes/renews their contracts 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/upsell opportunities. Work with larger clients. Provide input into the CSM methodology and direction. 

Career Level - IC3

• Act as the main point of contact for your customers. Building and fostering 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 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 a timely manner when there is any deviation.
• Pro-actively, hands-on and customer-facing to identify risks and work with the account team to get projects on the right track and reacting promptly and effectively to early warning signs within this 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 customer's goals and objectives.
• Guide a customer on organizational strategy, governance, and for change management best practices based on customer needs.
• Build greater advocacy and reference-ability of your customers.
• When appropriate, identify additional Oracle services, expansion opportunities, and advisory experts needed to drive incremental success.

Preferred Qualifications & Skills

• Oracle Cloud (SaaS) functional and/or technical expertise. Strong knowledge of Oracle Cloud products, features, capabilities, and best use is highly desired.
• 7+ years of customer-facing experience as a business practitioner and communicator.
• 4+ years of proven experience in ERP SaaS
• Proven ability to utilize a cloud lifecycle methodology focused on reviewing implementation project plans, governance structure, team composition and other project related artifacts to assess risk and provide best practice guidance (PMI Project Management Professional (PMP) Certification or similar highly desired)
• Bachelor’s degree in Business or other related degree and/or equivalent years of experience.
• Being a self-starting, entrepreneurial, self-managing. Ability to work effectively with and through a matrix and a virtual organization, requiring management through influencing, based upon trust and leadership skills.
• Proven track record of successfully establishing trustful relationships with senior leadership and executive-level key stakeholders within the Oracle cross-LOB organization and customers and partners outside the Oracle organization.
• In-depth knowledge in one or more lines of businesses, cross-functional competencies, or industry-related experience.
• Strong presentation skills (web, phone and onsite) including