Job Description
Job Description and Requirements
Drive maximum adoption of Oracle Guided Learning (OGL) and therefore renewals while identifying OGL expansion opportunities through the establishment and continual nurturing of high value relationships with OGL customers.
Develop long term partnerships with our OGL customers to ensure they remain successful by realizing the full value of their investment in the Oracle Cloud through the use of OGL. As a trusted advisor, the CSM will ensure OGL customers continue to use, renew, and expand their existing contracts with Oracle Customer Success Services (CSS).
Customer Success Manager Role
The Oracle CSS OGL Customer Success Manager is to support the Oracle Cloud Application success throughout the customer lifecycle. This is an exciting opportunity to participate in and help shape our customers’ journey through leveraging OGL.
Work is non-routine and situationally complex, involving the management of the ongoing OGL customer requirements.
Responsibilities
RESPONSIBILITIES
The role is responsible for the OGL Customer Success through:
Customer Experience
- Connecting with the OGL customer’s key stakeholders during the implementation phase
- Initiating a furthering cadence depending upon the size and complexity of the customer
- Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needs
- Advising the customer on OGL product best practices, OGL product roadmap and release guidance
- Acting as the Trusted Advisor when aligning the customer with the Sales team
- Conduct OGL Analytics and business reviews with clients as required
Business Management
- Provide forecasts on likely future customer utilization and renewals of Cloud contracts.
- Identify replenishment and renewal risks and collaborate with internal teams to remediate and ensure ongoing replenishment
- Partner with internal stakeholders to align activities with the customer's business case and strategy
- Development of reference accounts
- Identifying product expansion and up sell opportunities
Qualifications
- Minimum of 8 years of customer success or consulting experience
- Customer facing experience within a SaaS environment
- Knowledge of Business Process flows covering ERP and HCM
- Knowledge of the OGL product or similar Digital Adoption Platforms
- Proven ability to manage multiple projects simultaneously while maintaining strict attention to detail
- Experience with building, analyzing and interpreting customer data to influence stakeholder decisions
- Experience providing insights, building relationships with, and driving value to Senior Manager level
- Strong communication and negotiating skills
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.
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