Job Description

Develops and manages the Oracle Support relationship with a designated large account or small number of medium accounts throughout engagement. Maximizes the customers' use of Support Services, drives high degree of satisfaction and referenceability, and to protects and enhances Support revenue streams.

Main contact for Oracle customers. Manages the contract, or delivery engagement as defined by Oracle Service Support (OSS). Develops and maintains relationships with senior management across lines of business and third parties. Plans and deploys support activities to ensure effective delivery within agreed budgetary constraints. Advises the account on effective and efficient way to use Oracle support services and products, tools, systems, interfaces, and procedures. Assures and improves the quality of the service, and maintains accurate account information. Communicates opportunities for customers to engage with Oracle such as technical events and business seminars. Assists in the renewal of Support contracts, and contributes to pre-sales activities.

5-8 years of relevant experience. Specialist in account management practice. Fully proficient practitioner able to communicate at all levels within the account and create opportunities for the client to grow and improve their Oracle products and services. Proven ability to be customer focused, and developed acumen to cultivate and develop lasting customer relations. Job duties are varied and complex, needing independent judgment. May have project lead role.

Qualifications

The Customer Success Manager serves as the single point of contact for Oracle FBGBU

customers. The Customer Success Manager duties include:

Develop and maintain operational relationships with Enterprise customers.

Through daily activities, strive for a high degree of customer satisfaction resulting in

a positive references for the services that the Customer is consuming from Oracle.

Represent their customers as a single point of contact within Oracle Operations and

partner with Customer System Administrators and Leadership along with Oracle

Leadership to bind them together in a working team.

Monitor and proactively manage all delivery and service obligations to insure the

proper quality of service is consistently provided to our customers.

Review, coordinate and oversee successful completion (by Engineering staff) of all

Service Requests.

Handle day-to-day Customer relationship and when necessary for crises or

escalations, connect the appropriate parties to reach resolution.

Educate the customer on the most effective and efficient way to use Oracle

processes, products, tools, systems, interfaces and procedures.

Drive internal processes to ensure the highest quality of service, and work with

teams to improve as needed. Maintain accurate account information.

Perform with a high level of autonomy, reporting to management regularly on

customer status and striving to keep escalations at a minimum while keeping

leadership appraised of any possible flare points.

Contribute to the Onboarding, training and mentoring of new Customer Success

Managers.

Excels individually while contributing to the team dynamic by providing direction and

mentorship of others in addition to sharing any relevant product information or

issues with the team.

Based upon interaction with customer teams, make recommendations to relevant

Account Managers for possible up-sell activities to include services, add-ons, etc.

Track, update and close all Service Request tickets for assigned customers.

Develop, manage, and present period service improvement plans internally and with

customers.

Monitor incident management queue for service interruptions impacting assigned

customers.

Proactively communicate to assigned customers throughout service interruption

events. Partner with Operation Center to run and facilitate any service incident

impacting assigned customers.

Recognise chronic or reoccurring trends in service interruptions and elevate them to

Senior Management.

Creation of weekly/monthly system and infrastructure performance reports.

Create and contribute to an environment that is geared to innovation, high

productivity, high quality and customer service.

Performs non-technical project completion using an internal customer perspective,

typically from initiation through delivery.

Develops project plans and coordinates cross-functional teams through meetings

and progress measurement activity which bring distinct, specific projects to

completion both on time and within budget.

Duties and tasks are varied and complex; independent judgment needed. Fully competent in

own area of expertise. May have project lead role and or supervise lower level personnel. BS

degree or equivalent experience relevant to functional area. Prefer 5 years of project

management or related experience.