Customer Success Manager
Location:
,
Posted:
June 18, 2016
Position Type:
Full Time
Category:
Business Development, Customer Service, Sales
Reference:
16000P7V
Customer Success Manager - Oracle ERP Cloud

Company Description:
Oracle provides the world's most complete, open, and integrated business software and hardware systems, with more than 370,000 customers including 100 of the Fortune 100 representing a variety of sizes and industries in more than 145 countries around the globe. Oracle's product strategy provides flexibility and choice to our customers across their IT infrastructure. Now, with Sun server, storage, operating-system, and virtualization technology, Oracle is the only vendor able to offer a complete technology stack in which every layer is integrated to work together as a single system. In addition, Oracle's open architecture and multiple operating-system options gives our customers unmatched benefits from industry-leading products, including excellent system availability, scalability, energy efficiency, powerful performance, and low total cost of ownership. Oracle's 110,000 global employees are critical to that success.

Department Description

Our Customer Success Managers drive maximum adoption of Oracle Cloud solutions and identify/drive product expansion opportunities via high value relationships with our customers.

Position Description
Oracle is known for the most progressive sales model in the industry with a track record for developing the very best; investing generously in employee benefits, development, training and resources.

The Customer Success Manager is a customer-facing, post-sale, install-base Account Manager. Teaming with the multiple groups within Sales, Support, Operations and Consulting, the CSM is responsible for understanding the near- and long-term ERP vision of the customer. Coordinating the right Oracle resources, programs, and information at the right time, to ensure the customer's value of the product. Retention and expanding the customer's knowledge and footprint are key initiatives for the CSM.

The CSM is responsible for developing long term partnerships with our customers to ensure they remain successful by realizing the full value of their investment with us to ensure that the customer continues/renews their contract with Oracle. Responsible for maintaining a high level of customer satisfaction by being an advocate and liaison between our customers and Oracle*s internal operations. Identify product expansion/up sell opportunities. To also provide input into the CSM methodology and direction and act as mentor to newer CSMs.

This NAA ERP CSM group is specifically focused on managing Cloud ERP customers covering all of North America in both the Enterprise and SMB markets.

Responsibilities:

Enhance business relationships to drive additional opportunities
Work closely with Implementation Success Managers, ASMs, Cloud Operations, Support and Consulting to reach revenue goals and ensure customer satisfaction
Work with Customers on Renewing thru Account Relationships

Preferred Requirements:

5 -10 years' experience in software industry Account management - preferably Cloud/SaaS
Demonstrated project management skills

Strategic Relationship skills
ERP domain experience
Cloud/SaaS business model experience and understanding
Excellent written, verbal and presentation skills
Entrepreneurial approach - a high degree of autonomy and self-motivation

As part of Oracle's U.S. employment process, finalist candidates will need to complete a background check, prior to an offer being extended. These background checks include:
Prior Employment Verification
Education Verification
Social Security Trace
Criminal Background Check
Motor Vehicles Records (as needed for position)

Oracle Supports Workforce Diversity

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law

Oracle will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of San Francisco's Fair Chance Ordinance
Qualifications:
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/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 into the CSM methodology and direction. Act as mentor to newer CSMs on a voluntary basis.

Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Recommended 7 to 10 years of professional experience. Demonstrated experience in package systems implementation (CRM, ERP, Consulting experiences) or client facing relationship experience. Understanding of various technical architectures and operating systems. Industry experience is desired.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.

A little about us:
Oracle is shifting the complexity from IT, moving it out of the enterprise by engineering hardware and software to work together—in the cloud.

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