Oracle's Customer Success organization enables our customers to achieve the highest business value and profit from their investment in Oracle Cloud.

Part of the wider Customer Success Services (CSS) organization, the CSM org exists to foster enduring relationships, where expertise, experience and enthusiasm are shared. Our goal is to enable, simplify and empower our customers to achieve the best possible value from their Cloud investment. The Customer Success team engages the right experts within Oracle to provide the advice and service our customers require.

Customer Success Managers (CSMs) ensure that Oracle Cloud solutions are aligned with our customers’ business goals and Key Performance Indicators during the entire lifecycle. 

The objective of the SaaS Customer Success Manager is to maximize Customer retention and success while also driving increased services revenue.  In this role you will focus on the volume business; 

The Customer Success Manager is a Business Partner, responsible to help a portfolio of +30 EMEA customers achieving the maximum possible value they can with Oracle SaaS suite of applications (ERPM, HCM and CX solutions). 

You will work towards individual annual targets for driving adoption of your customer’s subscriptions and work closely with sales and other CSS teams to enable further adoption of Oracle products / services within the volume installed customer base.

This role requires remote interactions with customers across EMEA and is based in Bucharest.

Essential Duties

Develop an understanding of customers’ strategy and business objectives and drive use of the SaaS applications to help them achieve those objectives  Maintain a proactive and reactive dialogue with customers through standard interactions, run regular account reviews, manage communications and touchpoints with assigned portfolio Identify risks to the customer achieving their objectives and work with other Oracle teams to build a rescue plan or escalate as needed. Work with the account team (Sales / Renewals) to ensure timely renewal and expansion opportunities.  Work with the wider CSS teams to ensure right services are being positioned to customers based on exiting needs. Coach customers to ensure they are leveraging all available Resources e.g. My Oracle Support, Oracle University, Customer Connect, Product Development, User Groups, webinars etc. Build, develop and maintain a territory management approach to implement effective customer coverage through customer portal and other mechanisms, to ensure regular proactive communication with our volume install customer base.  Create simple messaging around the value of the overall solution and encourage optimal utilization.  Provide generic best practices and industry benchmarking materials via self service and proactive push communication. Work closely with the support, presales and consulting teams including partners to make sure you can deliver the program content and resolve customer needs in an effective and high quality way. Build and maintain strong relationships with the main partners involved in the customer base you will be working with.

Essential Knowledge and Background

Proven track record in working in a customer facing role via remote programs.  Proven track record in addressing a large group of customer portfolio via programmatic execution Consulting and advising experience Experience with cloud-based/SaaS solution offerings is desirable Experience in delivering content via social media, webinars and other relevant online delivery channels and methods.       

Essential Skills and Abilities 

An intrinsic ability to deal with ambiguity and having a flexible and adaptive approach  Strong negotiation and conflict-resolution skills Ability to lead cross functional business and technical teams to provide timely issue resolution  Ability to create and sell business cases to internal and Customer audiences Ability to work in a matrix environment with sales, product, customer support and other teams involved in the account. Excellent organization, project management, time management, and communication skills, proven track record in excellent presentation skills in virtual delivery is a definitive asset. Perform as an absolute team player who will work within the company to continue improving the way Oracle serves its Customers  Bachelors degree or equivalent experience in computer science, business, or related field Experience supporting the implementation of enterprise-class, mission-critical applications Technical background ideally with Oracle experience is a plus Excellent verbal and written communication skills Passion and ability to influence facilitate and juggle a number of competing issues at any one time. Fluency in spoken and written English and German

Career Level - IC3