Managed Account Customer Success Manager - Construction & Engineering

Job description / Role

The Construction & Engineering Managed Account Customer Success Team

The Construction & Engineering Managed Account Customer Success team ensures our customers are successful in implementing, running, and maturing their usage of IGIU products. Our focus is collaborating with our IGIU customers throughout their relationship and partnership with Oracle and providing visibility of their needs back to the organization.

Customer Success Manager Responsibilities

The Customer Success Manager (CSM) is the primary point of contact for a portfolio of cloud customers. The person filling this role is responsible for customer relationship, operational delivery, and satisfaction through the coordination of internal teams on customer facing activities, escalation management, and program visibility, as well as contributing to the overall operations of the Customer Success team via projects and process improvement work.

Ultimately, the success of this role is driving and securing a high level of customer satisfaction, based on a positive customer experience, thus ensuring expansion opportunities, referenceability, and cloud renewals.

What You'll Bring

• Significant experience with the Construction and Engineering products and/or targeted industry knowledge.
• Significant experience with cloud-based/SaaS solution offerings and a passion to communicate their value to clients.
• Proven ability to develop and cultivate lasting customer relationships.
• Superior customer management and communication skills.
• Proven track record in working in a customer facing role via remote programs.
• Proven track record in addressing customer portfolios via programmatic execution.
• Ability to lead cross-functional business and technical teams to provide timely issue resolution.
• Strong problem solving and troubleshooting skills.
• Project management experience with proven capability to lead cross-functional business and technical teams to provide timely issue resolution.
• Strong account management skills acquired through advanced training, study, and experience.
• Extensive exposure to large/medium accounts needing subtle management often in difficult circumstances.

What We Will Offer You

• A competitive salary with exciting benefits.
• Learning and development opportunities to advance your career.
• Employee resource groups that champion our diverse communities.
• Core benefits such as life insurance and access to retirement planning.
• An inclusive culture that celebrates what makes you unique.

At Oracle, we don't just respect differences—we celebrate them. We believe that innovation starts with inclusion and to create the future we need people with diverse backgrounds, perspectives, and abilities. That's why we're committed to creating a workplace where all kinds of people can do their best work. It's when everyone's voice is heard and valued that we're inspired to go beyond what's been done before.

Career Level

IC4

Responsibilities

What you'll do:

• Develop and manage the Oracle Support relationship with a designated number of accounts throughout engagement. Maximize the customers' use of Support Services, drive a high degree of satisfaction and referenceability, and protect and enhance Support revenue streams.
• Develop long-term partnerships with customers to ensure they remain successful by realizing the full value of their investment to ensure renewals and expansions.
• Act as the main point of contact for Oracle customers and act as a point of escalation for your customer's critical issues.
• Work closely with the Account Management and Sales teams to support strategic client initiatives.
• Manage and support the delivery of the Operational Plan and Key Success metrics as required to support a successful renewal and expansion.
• 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.
• Manage change, risk, issues, and monitor the client status and 'health' to support customer satisfaction levels.
• Advise the customer on effective and efficient ways to use Oracle support services and products, tools, systems, interfaces, and procedures.
• Manage onboarding, upgrades, patching, and other change management activities for cloud customers.
• Guide customers through significant service milestones such as upgrades and new releases.
• Drive customer adoption working with internal IGIU teams (Product, Engineering, Sales, Provisioning, etc.).
• Assure and improve the quality of the service, maintaining accurate account information.
• Communicate opportunities for customers to engage with Oracle such as technical events and business seminars.
• Assist in the renewal of client agreements and contribute to pre-sales activities where required.
• Provide generic best practices and industry benchmarking materials via self-service and proactive push communication.
• Collaborate with Oracle's Marketing team by encouraging customer advocacy and creation of case studies to help maintain the Customer References program.
• Identify expansion opportunities via high value relationships with the client.

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.