Oracle Customer Success Manager in Lexington, Kentucky
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, your primary focus will be to deliver post-sales support and solutions to the Oracle Support Services customer base while serving as an advocate for customer needs. You will be responsible for fielding and resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions regarding the use of and troubleshooting for our Electronic Support Services. As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with little direction from management. You will also provide guidance and resolution on a wide range of technical and non-technical customer issues. Resolution is primarily provided in real time with follow up for more complex matters. This position may provide you an opportunity to be "proactively responsible" for support for our top revenue and strategic customers.
Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. Prior working knowledge of or the desire to quickly learn about Oracle Financials, Oracle Service, ITS, Imaging, GSR, the World Wide Web, internal knowledgebase, MSOffice tools and our Electronic Support Service Offerings. In addition, understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. You should also be fluent in customer TAR reporting systems. Bachelors degree and three years related experience (and one year Client Relations experience) in hand, an ideal candidate will have excellent communication skills, will have shown prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.
This is a remote/office based position which may be performed anywhere in the United States except for within the state of Colorado.
Oracle is an Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law.
Customer Success Manager – 83342.Customer Service Analyst 2-Support.SUPP.SUPPACC
The Oracle Construction and Engineering Global Business Unit has an immediate opening for a Customer Success Manager in our Americas Managed Accounts team. This individual will be responsible for managing a portfolio of engineering and construction clients located in the USA and Canada. The successful candidate will have at least three years of progressively responsible experience in the customer success discipline in the SaaS space. Candidates with experience in client services, account management or professional services, with a strong emphasis on customer engagement and service delivery, will also be considered.
Oracle CSMs guide customers through onboarding and implementation phases to accelerate time to value. We recommend good practices for ongoing cloud processes such as release strategy and management. We help customers realize continuous value by supporting product adoption and sharing tips to deepen a customer's skills. We help customers align their key business needs, processes, and goals by guiding them to achieving their ever-evolving desired outcomes.
The right CSM would possess the following mix of skills, traits and abilities –
Product and Industry Knowledge – Modern CSMs need to be technologically savvy, especially in the construction technology space. CSMs must have and maintain a strong knowledge of our products and services. We're often one of the first contacts a customer has with our business, and there are no do-overs when it comes to first impressions. If a customer feels the CSM doesn't understand their product, service or industry, they may think our offerings are too complicated and take their business elsewhere. Having a demonstrable understanding of our offerings inspires trust and respect. We are looking for candidates with construction industry knowledge (industry, process, terminology) and knowledge of either Oracle Aconex, Primavera Cloud, P6 EPPM or Unifier. Candidates with other construction technology product knowledge will also be considered.
Understanding Data – Although it might not be obvious, a large part of a CSM's job involves managing data. The CSM will analyze short-term and long-term data to paint a complete picture of what is going on with our customers. You should be able to explain what's going on, infer trends from that data, and ensure you keep that information secure.
Project/Time Management – Good CSM's will have above ordinary project and time management skills. The CSM is the cog that keeps our business turning. Both customers and colleagues rely on us to make sure things are running smoothly – if the CSM isn't on top of things, these relationships can quickly fall apart. A CSM who can't manage their own time is bad, but a CSM who can't manage (and be respectful of) a client's time is even worse.
Problem Solving – One of the most important aspects of a CSM's skillset is their problem-solving abilities. A CSM provides solutions for our customers. A CSM needs to take the initiative, identify problems in the customer journey and offer tailored solutions to each issue.
Communication – Building successful customer relationships largely rests on how well a CSM communicates. Every customer faces unique challenges in their journey, and it's vital for them to feel heard. A good CSM will know how to listen to a customer, understand their challenges, and then communicate effective solutions.
*Advocating *– CSMs are the voice of our customers. Our responsibility is to advocate on their behalf, driving their requirements with key stakeholders within our business to support their ever-evolving desired outcomes.
Collaborative – Working well with others is critical for a CSM. We're looking for someone that excels in leading and influencing in a matrixed environment. You should be a strong team player that's willing to share your experience with others and support your colleagues' success.
*Commercial-Minded *– In a mutually beneficial relationship, both parties gain. As a CSM, we need to be mindful of opportunities to expand a customer's investment in our products and services.
A Cool Head – The problems our customers face will vary. When new (and occasionally frustrating) problems arise, it's essential to have a CSM who can think on their feet and keep a cool head. We're the bastion of sanity for customers, and if we lose our cool, it's all too easy for customers to become flustered as well.
Candidates must reside and be able to work in the United States.
At Oracle, we don’t just value differences—we celebrate them. We’re committed to creating a workplace where all kinds of people work together. We believe innovation starts with diversity and inclusion.
Title: Customer Success Manager
Location: United States
Requisition ID: 21000AAC