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Cloud Customer Success Manager
4 months ago
Cloud Customer Success Manager within Oracle Retail Solutions
The Customer Success Manager (CSM) position focuses on proactive Software as a Service (SaaS) engagements for Oracle Retail. The responsibilities require the candidate to work directly with customers and have a solid understanding of the Oracle Retail solutions to ensure a customer's success on various service and product-related offerings. The CSM achieves this success by collaborating across Oracle lines of business and keeping executive management up to date on customer activity.
In this role, you will be responsible for developing and managing the Oracle relationship with a set of designated customers throughout their engagement. You will be responsible for maximizing the customers' use of Services by driving a high degree of satisfaction.
Additional Responsibilities:
- Main contact for Oracle customers.
- Manages the accountability for both cloud services and customers.
- Develop and maintain relationships with senior management across lines of business and third parties.
- Plan and deploy support activities to ensure effective delivery within agreed budgetary constraints.
- Advise the account on effective and efficient way to use Oracle support services and products, tools, systems, interfaces, and procedures.
- Assure and improve the quality of the service, and maintain accurate account information.
- Communicate opportunities for customers to engage with Oracle such as technical events and business seminars.
Qualifications
- 10+ years of Customer Success Management experience within Enterprise Software.
- Retail Experience with an understanding of how the customer runs their business is a plus.
- Cloud Technical knowledge.
- Experience within a Service Delivery environment.
- Executive Sponsorship & Collaboration.
A fully proficient practitioner who can communicate at all levels within the account and create opportunities for the client to grow and improve their Oracle products and services. Proven ability to be customer-focused, and develop acumen to cultivate and develop lasting customer relations. Must be a Self Starter who can demonstrate the ability to work autonomously and independently. Previous experience with Oracle Solutions is preferred. Career Level - IC4. Main contact for Oracle customers. Manages the contract, or delivery engagement as defined by Oracle Service Support (OSS). Develops and maintains relationships with senior management across lines of business and third parties. Plans and deploys support activities to ensure effective delivery within agreed budgetary constraints. Advises the account on effective and efficient way to use Oracle support services and products, tools, systems, interfaces, and procedures. Assures and improves the quality of the service, and maintains accurate account information. Communicates opportunities for customers to engage with Oracle such as technical events and business seminars. Assists in the renewal of Support contracts, and contributes to pre-sales activities.
