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Senior Principal Customer Success Manager

hace 2 meses

Zapopan, Jalisco, México Oracle A tiempo completo
Oracle Cloud Customer Success Manager Job Description

Transform Customer Experience

Oracle's Customer Success Organization is in the midst of a customer-centric transformation. We are helping our clients redefine their customer experience, unifying the front, middle, and back office for a 360-degree view of the customer. As a Customer Success Manager, you will leverage deep business, industry, and product knowledge to partner with Oracle Cloud customers and guide them through their cloud lifecycle to accelerate business value and return from their investment.

Drive Adoption and Growth

Customer Success Managers drive maximum adoption of Oracle solutions and identify/drive product renewal and expansion opportunities via high-value relationships with customers. They align customer goals, KPIs, and business objectives with Oracle's product functionality and strategy to help drive adoption and expand product usage.

Build Trusted Partnerships

The ideal Customer Success Manager will possess Oracle Cloud solution knowledge and skills that enable them to be a problem solver always looking for innovative approaches and solutions. You will enjoy rolling up your sleeves and taking on challenges with a hands-on approach. You will have a passion for customer success across the customers' lifecycle (onboarding, implementation, post go-live, product adoption, and value realization), building relationships that blossom into trusted partnerships.

Key Responsibilities

  • Act as the main point of contact for your customers.
  • Drive maximum adoption of Oracle solutions and identify/drive product renewal and expansion opportunities via high-value relationships with customers.
  • Demonstrate a level of drive, accountability, and resourcefulness to effectively manage an assigned book of business in a fast-paced and somewhat ambiguous environment ensuring that deliverables, results, and deadlines are achieved.
  • Have a holistic overview of a portfolio of specific/key projects within a specific client to develop knowledge and a clear understanding of customer plans, goals, and desired outcomes of their Oracle Cloud solution investment.
  • Leverage Oracle's Customer Success methodology to partner with customer stakeholders to understand their goals/KPIs, assess their capabilities, and provide recommendations to help them accelerate achievement of their business and technology objectives.
  • Drive customer implementation towards success with healthy partner interaction and work with Alliances and Channels making sure the involved partners are focusing on customer success; raise timely warnings when there is any deviation.
  • Pro-actively, hands-on, and customer-facing to identify risks and work with the account team to get projects on the right track and react promptly and effectively to early warning signs within this portfolio.
  • Effectively collaborate, influence, and take the lead in cross-functional engagements within Oracle. Be the internal advocate for the customer across the organization including Global Customer Success Services, Sales, Support, and Product Development while expertly prioritizing, driving ownership, and delivering desired outcomes for your customers.
  • Understand the organizational structure of the customer, identifying the areas that present deep strategic partnership opportunities. Build and grow multiple relationships across a customer's organization and their implementation partners.
  • Demonstrate Oracle product knowledge by applying platform features and functions to customer business priorities and roadmap in relation to the customers' goals and objectives.
  • Guide a customer on organizational strategy, governance, and change management best practices based on customer needs.
  • Build greater advocacy and reference-ability of your customers.
  • When appropriate, identify additional Oracle services, expansion opportunities, and advisory experts needed to drive incremental success.

Requirements

  • 8-10+ years of customer-facing experience as a business practitioner and communicator.
  • 5+ years of proven experience in SaaS Implementations.
  • Proven ability to utilize a cloud lifecycle methodology focused on reviewing implementation project plans, governance structure, team composition, and other project-related artifacts to assess risk and provide best practice guidance (PMI Project Management Professional (PMP) Certification or similar highly desired).
  • Bachelor's degree in business or other related degree and/or equivalent years of experience.
  • English language proficiency.
  • Being a self-starting, entrepreneurial, self-managing individual. Ability to work effectively with and through a matrix and a virtual organization, requiring management through influencing, based upon trust and leadership skills.
  • Proven track record of successfully establishing trustful relationships with senior leadership and executive-level key stakeholders within the Oracle cross Line of Business organization and customers and partners outside the Oracle organization.
  • In-depth knowledge in one or more lines of businesses, cross-functional competencies, or industry-related experience.
  • Strong presentation skills (web, phone, and onsite) including the ability to effectively communicate insights and data-informed points of view to customers, implementation partners, and internal cross-functional resources.
  • Strong consulting skills and proven results working as a trusted advisor to drive business value for customers.
  • Strong executive communication and presence skills to drive effective and influencing conversations at the executive level; facilitate difficult discussions and adept at handling objections, bringing multiple internal resources and customers to common understanding and agreement.
  • Good understanding of enterprise architecture principles strongly preferred.
  • Ability to quickly grasp and distinctly explain technological and business concepts.

Location

  • This role will be based in Mexico (Zapopan/Guadalajara).
  • Flexibility to work from home or travel across the region when required (assume max 25% travel – potentially needing travel on very short notice).