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NA Customer Success Manager-21000887Applicants are required to read, write, and speak the following languages:English
TheOracle North America Customer Success Manager (Romania) position is a high visibility individual contributor role whose core competencies include excellent communication skills, experiences in program governance, ability to facilitate Business Architecture, IT and Roadmap sessions, and strong customer relationship management skills. The CSM has the ability to identify design and configuration deviation from best practices and to align a customer’s business strategy and objectives with an enabling Oracle based solution.
Oracle's Customer Success organization is a focused group of SaaS experts whose mission is to drive successful engagements through the proactive management of all facets of the customer’s lifecycle from onboarding to renewal. This is an exciting opportunity to participate in and help shape our customers’ journey to the Cloud.
The North America ERP or HCM Customer Success Manager (Romania) serves as a leading contributor and valued team member who provides direction, mentoring and thought leadership to our customers. Work is non-routine and situationally complex, involving the execution of advanced funtional / technical skills in the area of Enterprise Resource Planning or Human Capital Management applications.
Our CSMs (1) develop long-term partnerships with their designated customers to ensure they become and remain successful through realizing the full value of their Oracle investment and to ensure renewal of the SaaS subscription; (2) are responsible for maintaining a high level of customer satisfaction by advising on product/implementation best practices, providing product adoption and release guidance while serving as a liaison between their customers and Oracle’s internal operations; (3) identify product expansion/up sell opportunities.
Engaging with the customer and their partner implementation executive teams will be a critical component of this role so effective executive communication and negotiation skills are critically important.
The Preferred Qualifications include:
Drive maximum customer satisfaction and adoption of Oracle solution for North American customers; identify/drive product expansion opportunities via high value relationship with the customer.
Work with medium to large sized customers, developing a partnership to ensure they are successful by realizing the value of their investment with Oracle. Responsible for: (a) maintaining customer satisfaction by serving as a liaison between the customer and Oracle’s internal organizations, (b) reviewing key application statistics and supporting information to identify best practice opportunities, and (c) interacting with key customer contacts and advising on best practices for maximum utilization of their specific applications. Responsible for sharing information across the organization via defined methods.
Job duties are varied and complex utilizing independent judgment. Preferred qualifications as follows:
· BS Degree or equivalent experience
· Five (5) to seven (7) years of professional experience in customer facing roles, preferably with Cloud and/or Software technologies
· Experience with ERP or HCM systems, preferably Oracle
· Experience managing customer relationships
· Experience working in cross-functional teams to deliver a superior customer experience
· Demonstrates good communication, customer management and project management skills
· Self-driven and able to perform consistently at a high level in a fast-paced environment
· Able to work North America business hours
Detailed Description and Job Requirements
Drive maximum adoption of Oracle solution and identify/drive product expansion opportunities via high value relationship with the client.
Work with a higher volume of smaller, less complex clients to 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.
Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. 3 to 5 years of professional experience. Demonstrated experience in implementation or client facing relationship experience. Understanding of various technical architectures and operating systems. Industry experience is desired.
As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).
:Regular Employee Hire