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Job description / Role
Job Description and Requirements
Drive maximum adoption of Oracle Guided Learning (OGL) and therefore renewals while identifying OGL expansion opportunities through the establishment and continual nurturing of high value relationships with OGL customers.
Develop long term partnerships with our OGL customers to ensure they remain successful by realizing the full value of their investment in the Oracle Cloud through the use of OGL. As a trusted advisor, the CSM will ensure OGL customers continue to use, renew and expand their existing contracts with Oracle Cloud University.
Build team, improve internal processes and systems to achieve operational performance that meets or exceeds goals. Establish and measure group goals and team performance against specific target objectives. Assists in the development of short, medium, and long term plans to achieve strategic objectives. Regularly interacts across functional areas with senior management or executives to ensure unit objectives are met.
Customer Success Manager Role
The Oracle University OGL CSM is to support the achievement successful OGL engagements throughout the customer lifecycle. This is an exciting opportunity to participate in and help shape our customers' journey through leveraging OGL.
The CSM serves as a leading contributor and valued team manager who provides direction, mentoring and thought leadership regarding OGL customer success. Work is non-routine and situationally complex, involving the management of the ongoing OGL customer requirements.
Customer Success Manager Responsibilities
The role is responsible for the OGL Customer Success through:
Customer Experience
- Connecting with the OGL customer's key stakeholders during the implementation phase.
- Initiating a nurturing cadence depending upon the size and complexity of the customer.
- Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers' business needs
- Advising the customer on OGL product best practices, OGL product roadmap and release guidance.
- Acting as the Trusted Advisor when aligning the customer with the Sales team.
- Conduct business reviews with clients as required
Business Management
- Creating procedures that continuously improve the OGL customer experience.
- Provide forecasts on likely future customer utilization and renewals of Cloud contracts.
- Identify replenishment and renewal risks and collaborate with internal teams to remediate and ensure ongoing replenishment
- Partner with internal stakeholders to align activities with the customer's business case and strategy
- Development of reference accounts
- Identifying product expansion and up sell opportunities.
Requirements
Customer Success Manager Preferred Qualifications
- Minimum of 2 years of customer success, consulting, or software sales experience.
- Customer facing experience within a SaaS environment.
- Knowledge of the OGL product or similar Digital Adoption Platforms.
- Proven ability to manage multiple projects simultaneously while maintaining strict attention to detail.
- Experience with building, analyzing and interpreting customer data to influence stakeholder decisions.
- Ability to interact with enterprise customer teams at various levels of technical and non-technical depth.
- Experience providing insights, building relationships with, and driving value to C-Level.
- Experience working with cross-functional teams (Marketing, Product, Sales, Support, Revenue Ops)
- Strong executive communication skills and presence.
- Strong negotiating skills.
- Bachelor's degree and/or equivalent years of experience.
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.
About the Company
Oracle offers an integrated array of applications, databases, servers, storage, and cloud technologies to empower modern business. For most companies, flexibility is critical. Oracle provides a wide choice of software, systems, and cloud deployment models - including public, on-premises, and hybrid clouds - to ensure that technology flexes to the unique needs of a business.
Oracle Cloud is a complete, integrated stack of platform, infrastructure, and application services. With advanced scalability and security, Oracle Cloud enables technical agility across the enterprise, connects people to information for clearer insights, and fosters efficiency through simplified workflows.
More than 420,000 customers across 145 countries have harnessed Oracle technology to accelerate their digital transformation.