Oracle Client Success Specialist V in Austin, Texas
Job Identification : 21000EXA
Job Category : Product Development
Job Locations :
Job Schedule : Full time
Job Shift : Day
Cloud Customer Success Executive
The objective of the Customer Success Executive (CSE) is to maximize customer retention and expansion by facilitating activities and guiding them to the solutions value while also driving increased SaaS revenue. The CSE works at a strategic level across all product pillars in the cloud, leading teams in the delivery and continuous improvement of large scale transformational cloud projects. In this role you will act as an enabler and trusted advisor to the customer to ensure they remain successful and engaged with their entire Cloud solution so they understand the full value of their investment with Oracle. For this role you will need to be definitive in your goals but flexible in your approach. As part of the role you will continuously improve on your network and internal relationships, working closely with sales, implementation support leaders and pillar-specific customer success managers to enable further adoption of Oracle products within your customers. You are one team, all responsible for delivering value to the customer with strong product knowledge and discovery expertise.
You will be responsible for delivering consistent, adherent and diligent collaboration with the internal stakeholder team, including the relevant Customer Success Mangers (CSMs), to ensure pro-active in delivery of value to your customers. The CSMs are the experts in our front and back office applications and will be key points of contact with the appropriate C-level leads in the customers. You will work collaboratively with them to deliver activities that fit with the strategic direction of the customer over the entire cloud estate. Teamwork and regular communication between you both is fundamental to delivering the overall objective to the customer.
Essential Duties and Responsibilities:
Guide customers through the cloud experience by sharing best practices and specific product direction specific to a customer’s business objectives.
Collaborate with the Account Director, relevant CSMs and broader account team to develop and deliver an overall account strategy and plan for the customer, that directs company resources to encourage renewal and return of investment cross pillar.
Develop and maintain a continuous close relationship with the relevant Key Account Director(s) throughout the customer lifecycle.
Facilitate relationships across various customer teams, brands, and/or departments to further strengthen Oracle’s partnership with customers.
Regularly provide visibility of account at an executive level both internally and externally, defining: progress against customers’ business objectives; any metrics that define success to the customer (ROI); and identifying risks and appropriate mitigations.
Deliver regular business reviews and success plans to senior executives and key business stakeholders. A key deliverable with be a customer success scorecard.
Coordinate cross pillar activities across the account to ensure significant milestones for your customer such as upgrades, new releases and new features are managed effectively and with no adverse impact on co-existing pillars and identifying lessons learnt for future milestones within or across pillar.
Collaborate with the CSM to engage and understand the customers cloud strategy within pillar in order to guide the customer by providing resources that can assist their strategic business direction and aligning across pillar.
Support the CSMs in their role acting as a ‘coach’ in working effectively with the customers support service to ensure it is being effective for enhancement requests and escalations.
Develop a strong relationship with the senior leadership in your customer on a technical and business level.
Support the CSM in promoting and educating customers on the resources and wider customer communities available to the customer. These are the forums which will encourage engagement, drive future projects forward and optimal utilization.
Support the CSMs in collaborating with Oracle’s Reference team to ensure customers can take advantage of our reference program.
Understand the value of the internal Oracle processes and tools available to assist your search for answers and for pro-active planning.
Key deliverables include developing an overall governance model for the life cycle of the cloud implementation as well as having frequent strategic vision workshops with key stakeholders.
Experience in a customer facing role involving cloud based/SaaS technology with collaboration of senior stakeholders.
Proven ability to delivery complex projects with multiple internal and external stakeholders.
Proven ability to develop and cultivate lasting customer relationships with limited resources.
Degree in related field, Computing or Business & Information Technology preferred.
Strong technical understanding around cloud solutions, operating concepts and infrastructure.
Bachelor’s degree or equivalent practical experience. Master's degree in a management, technical or engineering field preferred.
15 years of customer-facing experience, interfacing with executives and driving customer transformation programs.
Experience navigating customer organizational structures, developing technology programs, defining milestones, success criteria, resource allocation and on-time delivery.
Experience driving digital transformation using cloud-based solutions (IaaS/PaaS) and managing initiatives across engineering, sales, support, and services.
Experience leading large enterprise organizations through a people, process and technology transformation of building and operating legacy, on-premise software to running full speed as a digital native in the public cloud.
Experience with data center migration strategies, collaborating with channel partners and systems integrators.
Knowledge of Oracle Cloud ecosystem.
Excellent communication, presentation, problem solving, conflict resolution and program management skills, with a focus on translating business requirements into technological solutions.
Strong security and compliance implementation experience within a specific industry.
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 largest and most complex 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. Interface at highest levels both internally and within clients. Assigned side projects designed to move the client success organization forward. Required to act as mentor to new CSMs
Provide leadership and expertise in devleopment of tools, processes and activities performed by the CSM group. Recommended 10 to 12 years of professional Information Systems implementation experience. Demonstrated experience in implementation or client facing relationship experience. Understanding of various technical architectures and operating systems. Industry experience is desired.
If you are a Colorado resident, Please Contact us or Email us at firstname.lastname@example.org to receive compensation and benefits information for this role. Please include this Job ID: 21000EXA in the subject line of the email.
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