Senior Customer Success Manager

Senior Customer Success Manager -220002LQ

**Applicants are required to read, write, and speak the following languages**: English

**Preferred Qualifications**

Our CSMs develop long-term partnerships with their designated customers to ensure they become and remain successful through realizing the full value of their investment in Oracle Cloud and to ensure renewal of the SaaS subscription. CSM’s maintain a high level of customer satisfaction by advising on product best practices, providing product adoption and release guidance while serving as a liaison between the stakeholders at customers and Oracle’s internal.

Engaging with the customer and their partner executive teams will be a critical component of this role so effective executive communication and negotiation skills are critically important.

The objective of the SaaS Customer Success Manager (SaaS CSM) is to maximize client retention and success while also driving increased subscription revenue. In this role you will act as a strategic advisor to your clients to ensure they maximize the value of their investment with Oracle’s SaaS portfolio through maximum adoption of Oracle solution and identify/drive product expansion opportunities via high value relationship with the client.

**Duties and Responsibilities**
- Work with customers and account team to define and document the customer’s business objectives (KPI) and definition of success (ROI). Gather baseline metrics and work with customer to calculate and demonstrate success with the Oracle SaaS Solutions
- Partner with the account team to develop successful account strategies and plans that direct company resources to maximize retention of existing subscription contract and expand sales opportunities within assigned accounts.
- Engage with customers to do regular value realization assessments and advise on optimal utilization of their investment in Oracle Cloud.
- Conduct Quarterly business reviews with customers senior executives & key business stakeholders
- Guide customers through significant service milestones such as updates, new releases etc.
- Be the customers trusted advisor to share industry trends, best practices and competitive insights.
- Educate customers on the Oracle ERP, SCM, HCM & CX SaaS strategy & value propositions as well as new product features and functions to audiences ranging from Senior Executives to technical stakeholders.
- Coach customers to ensure they are leveraging all available Resources e.g. My Oracle Support, Oracle University, Customer Connect, Oracle Consulting, User Groups, webinars etc.
- Position Oracle’s value proposition as part of our overall business solution, linking these benefits back to the key business issues of the client.
- Collaborate with account team encouraging customer advocacy and creation of case studies to help maintain the Client Referral program.
- Work closely with the support, presales and consulting teams including partners to make sure you can deliver the program content and resolve customer needs in an effective and high-quality way.
- Build and maintain strong relationships with the main partners involved in the customer base you will be working with.

**Essential Knowledge, Skills, Abilities, and Background**
- Consulting / Pre-sales / Implementation experience with Oracle cloud-based/SaaS solution offerings
- in the areas of ERP, SCM, HCM, CX
- Demonstrated experience working with the executive level in client environments and a passion to communicate their value to clients.
- Proven ability to develop and cultivate lasting customer relationships with a diverse set of internal and external constituencies including senior level executives, legal, technical, finance, support, sales, and marketing experts
- Deep process knowledge of ERP, SCM, CX & HR domain.
- Strong Analytical and report interpretation capabilities.
- Excellent organisation, project management, time management, and communication skills
- Team player who will work within the company to continue improving the way Oracle serves its clients
- Excellent verbal and written communication skills
- Fluency in Spoken and Written English
- Excellent organization, time management, and communication skills
- Ability to travel up to 60% of the time
- Bachelor’s degree or equivalent experience in computer science, business, or related field (Masters preferred)

**Detailed Description and Job Requirements**

Drive maximum adoption of Oracle solution and identify/drive product expansion opportunities via high value relationship with the client.

Develop long term partnership with our clients to ensure they remain successful by realizing the full value of their investment with us to ensure client continues/replenish/renews contract 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/up sell opportunities. Work with larger clients. Provide input i