Description:
As part of the Oracle Utilities Asset & Operational Technology (AT/OT) Customer Success team, a Customer Success Manager forges a ‘trusted advisor’ relationship with assigned accounts in the Oracle Utilities SaaS Cloud. The assigned accounts may include Oracle Field Service Cloud (OFS) and Oracle Utilities Work & Asset Cloud Service (WACS). This role is committed to ensuring that customers move positively through the customer lifecycle and that they receive the support they need to achieve their business objectives. This is a key, customer-facing role within Oracle Customer Success and requires a dedicated professional with an exceptional ability to manage customer relationships. The Job duties are varied and complex utilizing independent judgment and the AT/OT team work collaboratively in a dynamic “start-up” way.
Key objectives:
- To drive maximum adoption of Oracle UGBU solutions and identify and promote growth via your excellent relationship with the client.
- Develop a long-term partnership with our clients to ensure they remain successful by realizing the full value of their investment with us.
- You are responsible for maintaining a high level of client satisfaction acting as the liaison between our clients and Oracle’s internal networks.
- To ensure client continues their contractual relationship with Oracle.
- Interface at highest levels both internally and with Partner / Customer teams.
- Participate in and deliver assigned side projects designed to move the Customer Success organization forward.
- Provide leadership and expertise in the development of tools, processes and activities performed by the CSM group
Summary of role:
As the SaaS customer’s central point of contact, the Customer Success Manager orchestrates services across commercial management, adoption and transformation to ensure that the customer is set up for success.
You thrive on working in a fast-paced, exciting environment. Ensuring that our customers realize their objectives and business transformation goals is your key motivation. With strong problem-solving skills and organizational awareness, you can intervene where needed to ensure that any roadblocks to customer success are removed as efficiently as possible.
Primary Responsibilities:
The primary responsibilities of this role include:
- Onboarding customers and establishing customer relationships
- Communicating the Oracle vision and product roadmap
- Guiding customer success via a thorough understanding of your customers’ business priorities and success metrics
- Leading account planning processes
- Customer Business Performance Reviews
- Reporting on Availability and other key metrics
- Acting as the primary escalation point for the customer
- Contract administration and compliance
- Coordinate application and infrastructure SaaS outage/release management with customers
- Reporting to the Customer root cause analysis of outages
- Support expansion opportunities
- Co-ordinating core product demos and best practice guidance
- Collaborating with Sales to produce renewal plans and assisting in the renewal process
- Advocating for product enhancements on behalf of customers
About you:
- BS or BA degree. MBA, MS or relevant experience preferred.
- Experience with Field Service Processes (Dispatch, Routing, Mobile work, Fix vs PM etc.) and Solutions
- Experience of working with Utilities Organization (Gas, Electric, Water)
- Strong Project Management Skills for preparing, planning and executing success plans
- At least 7 years of professional experience in enterprise software and account management
- You have experience in direct customer facing or consulting roles at a senior level
- You are an excellent communicator who understands technical concepts
- You can translate complex and technical topics across a wide range of audiences in an engaging and succinct manner
- You have demonstrated success working directly with clients, including building senior level relationships
- Skilled at relationship management
- Excellent speaking and presentation skills
- Strong time management skills and self-motivated
- Strong strategic and analytical thinking skills
- Experience working with cross-functional, enterprise-wide teams and collaborating to find successful solutions
- Demonstrated resourcefulness, motivation, and initiative
- High energy and stamina to perform consistently in a very demanding environment.
- Ability to travel for up to 25-50% of your time