Customer Service Analyst 3-Support

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Customer Success Manager – 83343.Customer Service Analyst 3-Support.SUPP.SUPPACC

The Oracle Construction and Engineering Global Industry Unit (CEGIU) has an immediate opening for a Customer Success Manager (CSM) in our Americas General Accounts team. This individual will be responsible for managing a portfolio of engineering and construction clients located in North and South America. The successful candidate will have at least three years of progressively responsible experience in the customer success discipline in the SaaS space. Candidates with experience in client services, account management or professional services, with a strong emphasis on customer engagement and service delivery, will also be considered. 

Oracle CSMs guide customers through onboarding and implementation phases to accelerate time to value. We recommend good practices for ongoing cloud processes such as release strategy and management. We help customers realize continuous value by supporting product adoption and sharing tips to deepen a customer's skills. We help customers align their key business needs, processes, and goals by guiding them to achieving their ever-evolving desired outcomes. 

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.In this role, you will be considered the lead customer liaison for a large number of accounts. Job duties are varied and complex, needing independent judgment. May have project lead role. Because of the nature of this position, a proven track record of demonstrated working skills including, but not limited to, excellent verbal and written communication skills, project management skills, ability to multitask and work under pressure, and (most importantly) an unabbreviated commitment to ensuring customer success. Bachelor's Degree in either communications or information systems, previous account management and customer-focused experience, training experience in a software environment, prior working knowledge of or the desire to quickly learn about Oracle's products, and six years related experience.

The right CSM would possess the following mix of skills, traits and abilities – 

Product and Industry Knowledge – Modern CSMs need to be technologically savvy, especially in the construction technology space. CSMs must have and maintain a strong knowledge of our products and services. We're often one of the first contacts a customer has with our business, and there are no do-overs when it comes to first impressions. If a customer feels the CSM doesn't understand their product, service or industry, they may think our offerings are too complicated and take their business elsewhere. Having a demonstrable understanding of our offerings inspires trust and respect. We are looking for candidates with construction industry knowledge (industry, process, terminology) and knowledge of either Oracle Aconex, Primavera Cloud, P6 EPPM or Unifier. Candidates with other construction technology product knowledge will also be considered.

Understanding Data – Although it might not be obvious, a large part of a CSM's job involves managing data. The CSM will analyze short-term and long-term data to paint a complete picture of what is going on with our customers. You should be able to explain what's going on, infer trends from that data, and ensure you keep that information secure.

Project/Time Management – Good CSM's will have above ordinary project and time management skills. The CSM is the cog that keeps our business turning. Both customers and colleagues rely on us to make sure things are running smoothly – if the CSM isn't on top of things, these relationships can quickly fall apart. A CSM who can't manage their own time is bad, but a CSM who can't manage (and be respectful of) a client's time is even worse. 

Problem Solving – One of the most important aspects of a CSM's skillset is their problem-solving abilities. A CSM provides solutions for our customers. A CSM needs to take the initiative, identify problems in the customer journey and offer tailored solutions to each issue.

Communication – Building successful customer relationships largely rests on how well a CSM communicates. Every customer faces unique challenges in their journey, and it's vital for them to