Job Information
Oracle Sr. Customer Success Manager - ERP in Hagatna, Guam
Job Description
As a Senior Customer Success Manager, you will work directly with Oracle Cloud customers and guide them through their cloud lifecycle journey to accelerate business value and return from their investment. Your primary objective is to drive maximum adoption of Oracle solutions and build high value relationship with customers to help secure product renewal and expansion opportunities. Your role will be to align customer goals, KPIs, and business objectives with Oracle’s product functionality and strategy to help drive adoption and expand product usage.
We are looking for a Senior Customer Success Manager to join Oracle’s Customer Success Services Organization. The ideal candidate embraces change and has a passion for Customer Success.
Oracle’s Customer Success Services and Customer Success Management are undergoing a customer-centric transformation. We’re helping customers around the globe redefine customer experience within Oracle Cloud Applications, unifying the front, middle, and back office for a 360-degree view of the customer.
As a Senior Customer Success Manager, you will work directly with Oracle Cloud customers and guide them through their cloud lifecycle journey to accelerate business value and return from their investment. Your primary objective is to drive maximum adoption of Oracle solutions and build high value relationship with customers to help secure product renewal and expansion opportunities. Your role will be to align customer goals, KPIs, and business objectives with Oracle’s product functionality and strategy to help drive adoption and expand product usage.
This is an exciting time to drive sustainable change for Oracle and its customers!
Career Level - IC3
Responsibilities
Act as the main point of contact for your customers. This is a customer-facing role.
Building and fostering relationships with key customer stakeholders (executives, business & IT leaders, influencers, and decision-makers) to solidify our partnership and commitment.
Understand the customer’s organizational structure. Build and grow multiple relationships across a customer's organization, and their implementation partners.
Guide a customer on organizational strategy, governance and change management best practices based on customer needs.
Drive maximum adoption of Oracle solutions and identify/drive product renewal and expansion opportunities via high-value relationships with customers.
Demonstrate drive, accountability, and resourcefulness to effectively manage an assigned book of business in a fast-paced and somewhat ambiguous environment, ensuring that deliverables, results, and deadlines are achieved.
Develop knowledge and a clear understanding of customer plans, goals, and desired outcomes of their Oracle Cloud solution investment.
Leverage Oracle’s Customer Success methodology to partner with customer stakeholders to understand their goals/KPIs, assess their capabilities and provide recommendations to help them accelerate the achievement of their business and technology objectives.
Drive customer implementation towards success with healthy partner interaction to ensure the involved partners are focusing on customer success.
Proactively work with customers to identify risks and work with the account team to get projects on the right track and react promptly and effectively to remediate early warning signs.
Effectively collaborate, influence, and take the lead in cross-functional engagements within Oracle.
Be the internal advocate for the customer across the organization, including Global Customer Success Services, Sales, Support, and Product Development, while expertly prioritizing, driving ownership, and delivering desired outcomes for your customers.
Build greater advocacy and referenceability of your customers.
When appropriate, identify additional Oracle services, expansion opportunities, and advisory experts needed to drive incremental success.
Preferred Qualifications & Skills
5+ years of customer-facing experience
4+ years of proven experience in ERP SaaS,
Supply Chain, manufacturing industry experience, preferred
Bachelor’s degree
Be a self-starter and own your book of business, requiring minimal direction and supervision
Proven ability to utilize a cloud lifecycle methodology to assess risk and provide best practice guidance
PMI Project Management Professional (PMP) Certification or similar is highly desired.
Proven track record of successfully establishing trustful relationships with senior leadership and executive-level key stakeholders within the Oracle cross LOB organization and customers and partners outside the Oracle organization.
In-depth knowledge in one or more lines of business, cross-functional competencies, or industry-related experience.
Strong presentation skills (web, phone and onsite) including effectively communicating insights and data-informed points of view to customers, implementation partners, and internal cross-functional resources.
Strong consulting skills and proven results working as a trusted advisor to drive business value for customers.
Strong executive communication and presence skills to drive effective conversations at the executive level
Facilitate difficult discussions and handling objections by bringing internal resources and customers to a common understanding and agreement.
Ability to quickly grasp and distinctly explain technological and business concepts
Strong understanding of how to lead all aspects of digital transformation
Location:
· The role requires you to be based in the US- Remote
· Flexibility to work from home or travel across the region when required (assume max 25% travel - potentially needing travel on very short notice).
Disclaimer:
Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.
Range and benefit information provided in this posting are specific to the stated locations only
US: Hiring Range in USD from $32.07 to $60.63 per hour; from: $66,700 to $126,100 per annum. May be eligible for equity. Eligible for commission with an estimated pay mix of 60/40 - 90/10.
Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.
Oracle US offers a comprehensive benefits package which includes the following:
Medical, dental, and vision insurance, including expert medical opinion
Short term disability and long term disability
Life insurance and AD&D
Supplemental life insurance (Employee/Spouse/Child)
Health care and dependent care Flexible Spending Accounts
Pre-tax commuter and parking benefits
401(k) Savings and Investment Plan with company match
Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
11 paid holidays
Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
Paid parental leave
Adoption assistance
Employee Stock Purchase Plan
Financial planning and group legal
Voluntary benefits including auto, homeowner and pet insurance
The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.
About Us
As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.
We know that true innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing an inclusive workforce that promotes opportunities for all.
Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.
We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation-request_mb@oracle.com or by calling +1 888 404 2494 in the United States.
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 arrest and conviction records pursuant to applicable law.