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Oracle Customer Success Manager (CSM) in San Francisco, California

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

In this role, you will be considered the lead customer liaison for 4 -10 strategic, top-revenue Support accounts, and will attend one-on-one meetings with representatives of the strategic accounts. You will be responsible for managing internal projects, such as creating internal training curricula and schedules, presenting across lines of businesses, identifying and driving productivity improvement opportunities, coordinating, preparing and qualifying Premier Analysts for Customer Visits and employee mentoring.

Job duties are varied and complex, needing independent judgment. May have project lead role. Because of the nature of this position, a proven track record of demonstrated working skills including, but not limited to, excellent verbal and written communication skills, project management skills, ability to multitask and work under pressure, and (most importantly) an unabbreviated commitment to ensuring customer success. Bachelors Degree in either communications or information systems, previous account management and customer-focused experience, training experience in a software environment, prior working knowledge of or the desire to quickly learn about Oracles products, and six years related 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.

_The job description:_

On a global level, Oracle Retail's Customer Management Office is focused on providing guidance to our Oracle Retail customers throughout their relationship and partnership with our organization and then providing visibility of our customers' needs back into Oracle Retail. The core competencies of the group focus on customer programs, escalation management and customer communities.

The objective of the Customer Success Manager (CSM) is to maximize customer retention and success while also driving increased license revenue. In this role you will act as a strategic advisor to your Customers to ensure they remain successful and realize the full value of their investment with Oracle.

In addition you will guide our Customers to provide outstanding customer experiences through the use of our platform and services. You will be the trusted advisor our Customers rely on to provide best practice and knowledge on the Oracle Cloud solutions.

  • Work with multiple complex customers to develop long term partnerships

  • Act as primary point of contact for the customer throughout the Cloud Service Lifecycle

  • Advise through customer introduction calls and welcome materials, including on boarding information and effective and efficient ways to use Oracle support services and products, tools, systems, interfaces, and procedures

  • Acts as Oracle navigator to gain access to necessary Oracle Resources. Includes Cloud Operations Guidance and Technical Support

  • Ensure customers are updated on new product features and have developed a roadmap to implement

  • Educate Customers on the value of the overall solution and encourage optimal utilization

  • Gather customer product feedback to help product management define the product roadmap

  • Collaborate with Oracle s Marketing team by encouraging customer advocacy and creation of case studies to help maintain the Customer Referral program and participation in the Oracle Retail customer communities

  • Develop and maintain extraordinary relationships with existing Customers to ensure their satisfaction and retention while helping to grow our incremental revenue

  • Guide your customer through significant service milestones such as upgrades, new releases, maintenance notifications, etc

  • Act as a point of escalation for your customer s critical issues.

  • Host regularly scheduled service reviews (SLA performance, issue tracking/open bug status, etc).

  • Looks for potential crosssell/upsell opportunities

  • Regularly measures customer satisfaction levels through the use of surveys, phone calls, etc.

  • Prepares internal status reports for Oracle Management outlining key metrics

Job: *Support

Organization: *Oracle

Title: Customer Success Manager (CSM)

Location: United States

Requisition ID: 19000JSX

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