Job Description

Customer Success Manager

Description

As a Customer Success Manager (CSM) at Oracle, your core objective is to drive retention, solution adoption, expansion, and SaaS revenue growth for the assigned customers in the region. Operating at both strategic and tactical levels across ERP and HCM cloud pillars, you'll serve as a trusted advisor, guiding customers to maximise the value out of the implemented Oracle solutions. Your role demands definitive goals paired with a flexible approach tailored to individual customer needs. Collaborating closely with internal stakeholders—Sales, Product Development, and Support teams—you'll ensure proactive delivery of value to customers, positioning yourself as a key point of contact for C-level executives and others. Success in this role hinges on your ability to understand. customer needs, drive strategic alignment, and foster strong internal and external relationships to deliver tangible value and drive account growth.

Essential Duties and Responsibilities:

• Collaborate for Account Strategy : Work closely with the Sales Manager and broader account team to devise and execute an effective account strategy that optimises resources to drive customer renewal and maximise ROI across pillars.

• Maintain Account Relationships : Cultivate and nurture strong, ongoing relationships with the relevant Account Team throughout the customer lifecycle to ensure alignment and customer satisfaction.

• Provide Executive Visibility : Regularly update internal and external stakeholders, including executive leadership, on account progress, business objectives, ROI metrics, and risk mitigation strategies.

• Deliver Business Reviews : Conduct regular business reviews and develop success plans for senior executives and key stakeholders to demonstrate value and track progress against objectives.

• Understand Customer Cloud Strategy : Gain insights into the customer's cloud strategy across pillars to provide guidance and resources that align with their strategic business direction.

• Build Senior Leadership Relationships : Develop strong relationships with senior leadership within the customer's organization, engaging both technically and strategically.

• Support Reference Programs : Collaborate with Oracle's Reference team to ensure customers can leverage the reference program effectively and avoid reference fatigue.

• Utilise Oracle Processes and Tools : Understand and leverage internal Oracle processes and tools to efficiently address customer inquiries, proactively plan, and optimise customer interactions.

By fulfilling these responsibilities, you will contribute to the successful retention, growth, and satisfaction of Oracle's customers while strengthening Oracle's position as a trusted partner in their business journey.

Essential Background:

• Customer-Facing Experience : Demonstrated experience in customer-facing roles, particularly with cloud-based/SaaS technology, involving collaboration with senior stakeholders.

• Value Realisation Expertise : Proven ability to drive value realisation activities and maximise ROI from Oracle solutions, ensuring customers fully capitalise on their investments.

• Relationship Building Skills : Track record of developing and nurturing lasting customer relationships, including with C-level executives, fostering trust and alignment throughout the customer lifecycle.

Desirable Background:

• Bachelor's degree in a related field, with preference given to degrees in Computing or Business & Information Technology.

• An MBA qualification would be an added advantage, showcasing advanced business acumen and strategic thinking skills.

• Strong understanding of SaaS ERP / HCM cloud solutions, including operating concepts and infrastructure (cloud, integration, lifecycle management, etc.), enabling effective communication and collaboration with technical teams.

• Proven experience in delivering continuous improvement and change effectively within organisations, demonstrating adaptability and leadership in driving positive organisational outcomes.

Essential Skills & Abilities:

• Project Management : Proficient in project management and delivery, with effective risk management skills to ensure successful outcomes.

• Commercial Acumen : Demonstrates proactive commercial awareness, understanding the business implications of decisions and actions.

• Leadership and Influence : Exhibits strong leadership and effective influencing skills to drive collaboration and alignment across teams and stakeholders.

• Communication Skills : Capable of communicating complex messages clearly and concisely, both in written and verbal formats, ensuring understanding by diverse audiences.

• Teamwork and Collaboration : Works effectively in teams, fostering collaboration and contributing positively to collective goals.

• Resilience : Demonstrates resilience in managing pressure situations effectively, maintaining focus and composure to achieve desired outcomes.

• Presentation Skills : Confident and engaging presenter with a personable, positive, and equipped with effective objection handling skills.

• Communication Skills : Extremely diligent with succinct organisational and communication skills, ensuring clarity and efficiency in all interactions.

• Desire for Learning and Development : Possesses a strong desire to learn and develop personally, continuously seeking opportunities for growth and improvement.

• Time Management : Maintains a strong work ethic and focus on delivery, exhibiting excellent time management skills to meet deadlines and priorities.

• Travel Flexibility : Willing and able to travel at short notice, up to 70% of the time, to effectively engage with stakeholders and support customer needs.

• Adaptability and Engagement : Capable of mirroring and engaging effectively at all levels, fostering meaningful connections and relationships.

Career Level - IC4

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

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Disclaimer:

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. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer