Job Description
Cloud Customer Success Manager within Oracle Retail Solutions
The Customer Success Manager (CSM) position focuses on proactive SaaS engagements for Oracle Retail. The responsibilities require the candidate to work directly with customers and have a solid understanding of the Oracle Retail solutions to ensure a customer's success on various service and product-related offerings. The CSM achieves this success by collaborating across Oracle lines of business and keeping executive management up to date on customer activity.
In this role, you will be responsible for developing and managing the Oracle relationship with a set of designated customers throughout their engagement. You will be responsible for maximizing the customers’ use of Services by driving a high degree of satisfaction.
Additional Responsibilities:
- Main contact for Oracle customers.
- Manages the accountability for both cloud services and customers.
- Develop and maintain relationships with senior management across lines of business and third parties.
- Plan and deploy support activities to ensure effective delivery within agreed budgetary constraints.
- Advise the account on effective and efficient way to use Oracle support services and products, tools, systems, interfaces, and procedures.
- Assure and improve the quality of the service, and maintain accurate account information.
- Communicate opportunities for customers to engage with Oracle such as technical events and business seminars.
Qualifications
- Fluent German and English essential.
- 10+ years of Customer Success Management experience within Enterprise Software.
- Retail Experience with an understanding of how the customer runs their business is a plus
- Cloud Technical knowledge
- Experience within a Service Delivery environment
- Executive Sponsorship & Collaboration
- A fully proficient practitioner who can communicate at all levels within the account and create opportunities for the client to grow and improve their Oracle products and services.
- Proven ability to be customer-focused, and develop acumen to cultivate and develop lasting customer relations.
- Must be a Self Starter who can demonstrate the ability to work autonomously and independently
- Previous experience with Oracle Solutions is preferred.
Career Level - IC4
Responsibilities
Main contact for Oracle customers. Manages the contract, or delivery engagement as defined by Oracle Service Support (OSS). Develops and maintains relationships with senior management across lines of business and third parties. Plans and deploys support activities to ensure effective delivery within agreed budgetary constraints. Advises the account on effective and efficient way to use Oracle support services and products, tools, systems, interfaces, and procedures. Assures and improves the quality of the service, and maintains accurate account information. Communicates opportunities for customers to engage with Oracle such as technical events and business seminars. Assists in the renewal of Support contracts, and contributes to pre-sales activities.
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
