Client Success Specialist IV

Oracle’s Customer Success Management, as part of the Customer Success Services organization, is dedicated to ensuring the satisfaction, retention, and growth of Oracle’s Fusion SaaS customer base. Our primary objective is to build strong relationships with customers by understanding their needs, goals, and challenges, and then proactively providing support, guidance, and solutions to help them derive maximum value from the product or service. 

By acting as trusted advisors, Principal Customer Success Managers (CSMs) aim to drive customer success, promote product adoption and usage, reduce churn, and ultimately contribute to the company's revenue growth and long-term sustainability.

Principal CSMs drive maximum adoption of Oracle solutions and identify/drive product renewal and expansion opportunities via high value relationships with customers. They align at executive and key business stakeholder levels, building and fostering strong relationships to help customers progress on their customer journey. 

Principal CSMs 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. They thrive on solution implementation, risk assessment, go-live readiness, and sophisticated post go-live challenges that are unique to customers and their businesses throughout their Oracle Cloud journey. 

• Build and foster relationships with the customer executives, business and IT leaders, influencers, and decision makers to solidify our partnership and commitment with executive sponsors and key business stakeholders
• 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.
• 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 achievement of their business and technology objectives.
• Develop knowledge and a clear understanding of customer plans, goals, and desired outcomes their Oracle Cloud solution implementation. 
• Proactively identify implementation risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan including best practices to ensure success.
• Effectively collaborate, influence, and take the lead in cross-functional engagements within Oracle, 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.
• Guide a customer on organizational strategy, governance and change management best practices based on customer needs.
• Build greater advocacy and reference-ability of your customers.
• Be the internal advocate for the customer across the organization, including Global Customer Success Services, Sales, Support, and Product Development.
• When appropriate, identify additional Oracle services, expansion opportunities, and advisory experts needed to drive incremental success.

Preferred Qualifications & Skills

• 7+ years of customer-facing experience as a business practitioner and communicator
• 5+ years in a customer success or hi-tech/manufacturing industry functional role
• 5+ years of proven experience in SaaS implementations, focused on reviewing project plans, governance structure, team composition and other project related artifacts to assess risk and provide best practice guidance.
• Strong executive communication skills and presence. Proven track record of successfully developing and managing customer relationships at executive and senior leadership levels.
• Ability to drive effective and influencing conversations at the executive-level; facilitate difficult discussions and adept at handling objections.
• Strong presentation skills (web, phone, and onsite) including the ability to effectively communicate insights and data informed points of view to customers, implementation partners, and internal cross-functional resources.
• Strong consultative skills and proven results working as a trusted advisor to drive business value for customers.
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