Customer Success Manager

Customer Success Manager

Kuala Lumpur Malaysia
5-8 years
Not Specified

Job Description

Preferred Qualifications
Cloud Customer
Success Manager -
Digital HUB

The objective of the Digital HUB Customer Success Manager is to be a Trusted Advisor with the Customer to drive Adoption of their chosen Oracle SaaS application, maximize Customer retention, advocacy and success while also contributing to increased subscription revenue expansion growth and achievement.  
Your goal is to get to know your customers business, measure success based on their required outcomes and deliver a clear set of proactive deliverables to help customers achieve their outcomes and get the most from their Cloud investment.
You will work remotely with mid-market segment customers across the ASEAN and ANZ region, in a proactive and reactive mode. You will help our customers to obtain all suitable information needed in order to use and adopt our applications successfully. 
You will work towards individual annual targets for driving the Adoption, Retention and Expansion of your customer’s subscriptions, by working closely and collaborating with the Regional Sales and CSM teams to build strong customer relationships and understand our install base Customer objectives - effectively managing all customer related activities throughout the customer’s lifecycle, from sign up to renewal remotely and demonstrating the value of Oracle SaaS applications.
You are passionate and committed to ensure all suitable resources needed to make our customers successful are available via our SuccessHub Customer portal and/or direct to the customer via available systems or automated processes.
Essential Duties and Responsibilities
  • Ensure you manage your customer territory through the SuccessHub Customer portal, chat and other mechanisms to drive Customer Advocacy, Adoption, Retention and Expansion.
  • Develop deeper understanding of the customers’ objectives to identify opportunities and further align resources that will guide the customers’ successful use of and return on investment with their Oracle SaaS solution.
  • Drive continued and maximum adoption of Oracle’s SaaS solutions and identify and foster product expansion opportunities with the appropriate Cloud Sales team via a value-based relationship with assigned customers.
  • Act in a programmatic way to deliver to success plans, business reviews, roadmap sessions, enablement and adoption services and ensure regular proactive communication with the assigned install customer base.
  • Create simple messaging around the value of the overall solution and encourage optimal utilization.  
  • Guide customers through significant service milestones such as upgrades, new releases, etc. via automatic and programmatic planned and executed methods.
  • Provide generic best practices and industry benchmarking materials via self service and proactive push communications.
  • Work closely with the support, presales and consulting teams including partners to make sure you can deliver the program content and resolve customer needs in an effective and high quality way.
  • Work closely with the Regional Sales team to ensure adequate awareness around your customer base due to renew each quarter in advance.
  • Ensure the timely update and data/content quality of relevant internal Oracle systems used by Digital Hub Customer Success Managers, such as CLM, Service Cloud, Eloqua and the SuccessHub and Community portals.
  • Complete the required Oracle Sales Academy training and CSM product/domain to a Level 2 accreditation standard.  

Essential Knowledge and Background
  • 5+ years’ experience in a customer success, service or account management environment.
  • Experience with cloud-based/SaaS solution offerings is desirable.
  • Experience executing campaigns around automation and self service.
  • Proven track record in working in a customer facing role via remote programs.
  • Proven track record in addressing a large group of customer portfolio via programmatic execution.
  • Experience in delivering content via social media, webinars and other relevant online delivery channels and methods.
  • Working knowledge of at least one of the following business areas:

Center/Customer Service
Business Analytics                    
Sales Force
Cloud/Social Networks
HR Processes
Management processes
Essential Skills and Abilities
  • Excellent organization, project management, time management and communication skills.
  • Proven track record in excellent presentation skills in virtual delivery.
  • Live and breathe the desire and commitment to making our customers successful.
  • Willingness to %27roll up one%27s sleeves%27 and assist wherever needed.
  • Passion and ability to facilitate and juggle a number of competing issues and priorities at any one time.
  • Perform as an absolute team player who will work within the company to continue improving the way Oracle serves its Customers.
  • Strong Analytical capabilities.
  • Ability to lead cross functional business and technical teams to provide timely issue resolution.
  • Bachelors degree or equivalent experience in computer science, business, marketing or related field (Masters preferred).
  • Technical background in Cloud ideally with Oracle experience is preferred.
  • Excellent verbal and written communication skills.
  • Someone who can rapidly sort out fact from fiction in any situation.
  • Fluency in spoken and written English - Thai, Vietnamese and Indonesian business level language skills are also highly desirable.

Detailed Description and Job Requirements
Drive maximum adoption of Oracle solution and identify/drive product expansion opportunities via high value relationship with the client.
Work with medium d clients to develop long term partnership with our 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%27s internal operations. Identify product expansion/up sell opportunities. Responsible for sharing information across the CSM team via defined methods.
Job duties are varied and complex utilizing independent judgment. 5 to 7 years of professional experience. Demonstrated experience in implementation or client facing relationship experience. Understanding of various technical architectures and operating systems. Industry experience is desired.

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