CSM Manager

hace 2 semanas

Zapopan, Jalisco, México Oracle A tiempo completo

Key Responsibilities: 


• Team Leadership & Talent Development 


• Lead, coach and mentor a global team of CSMs, fostering both professional and personal growth. 


• Recruit, retain and develop a high-performing team, providing ongoing feedback and support. 


• Champion ongoing skill development, including participation in training and certification as appropriate. 


• Customer Engagement & Success
• Guide your team as they develop deep understanding of customers' business processes, goals and strategies in relation to NetSuite and associated Oracle systems. 


• Ensure CSMs build and execute actionable, strategic roadmaps, aligning immediate actions with long-term customer objectives.

 
• Enable CSMs to proactively provide resources and advice, helping customers drive adoption and achieve ROI. 


• Promote effective communication and lasting relationships with key decision makers within customer organizations.

• Operational Excellence & Collaboration 


• Guide and support the team in identifying product expansion, up-selling, and cross-selling opportunities, while partnering with Sales teams as appropriate to drive program success. 


• Partner closely with the Account Management Organization to ensure continued client growth, success and maximize the overall value delivered to customers.

 
• Collaborate with other cross-functional teams (Consulting, Education, Support, etc.) to ensure cohesive and impactful customer experiences. 


• Oversee and prioritize team engagements, ensure optimal resource allocation and resolve bandwidth constraints to deliver customer value. 


• Track and report on team performance metrics including Customer Satisfaction (C-Sat), Annual Recurring Revenue (ARR), retention, referenceability and other key outcomes. 


• Continuous Improvement & Practice Growth 


• Identify trends and implement improvements in team processes and activities. 


• Collaborate with stakeholders to define, refine and disseminate operational best practices, tools and assets used by the Customer Success team. 


• Model and encourage best practices in customer relationship management and communication. 


• Education & Training Enablement 


• Ensure CSMs are equipped to support training user adoption initiatives and guide customers through change management as part of the engagement process.
• Encourage a culture of continuous learning and professional development within the team to deepen team expertise in functional/technical areas of NetSuite.

Qualifications & Preferred Skills: 


• Bachelor's degree or equivalent professional experience required. 


• Demonstrated success leading, mentoring and developing customer-facing teams in a SaaS, ERP/CRM, or cloud software environment. 


• Functional or technical experience with NetSuite or comparable ERP/CRM platforms is highly desirable.

 
• Proven ability to collaborate and build consensus in a high-growth, matrixed environment. 


• Excellent written, verbal, interpersonal and executive-level presentation skills.

 
• Strong organizational and analytical abilities; capable of balancing multiple priorities in a dynamic, fast-paced environment. 


• Track record of achieving customer satisfaction, revenue and retention targets.

Why Oracle NetSuite?
Join a collaborative and high-impact team where your leadership will drive transformation and value for customers worldwide. At Oracle NetSuite, we are passionate about empowering our customers and people at every step of the journey.

  • Graduate Customer Success Manager

    hace 2 semanas

    zapopan, México Canonical A tiempo completo

    Join to apply for the Graduate Customer Success Manager role at Canonical 2 months ago Be among the first 25 applicants Join to apply for the Graduate Customer Success Manager role at Canonical The role of a Customer Success Manager at CanonicalCustomer success is a new and strategic department at Canonical, with the objective to reduce risk and churn,...

  • Technical Project Manager

    hace 3 días

    Zapopan, México Toshiba Global Commerce Solutions - External A tiempo completo

    Are you an exceptionally experienced Project Manager with deep experience in SW Development and delivery processes? Do you have a passion for extreme Customer delivery Support, Continuous improvements, and agility?Join us leading an outstanding team of SW developers and testers that interacts with WW customers to deliver SW retail solutions and features,...

  • Na Customer Success Management

    hace 2 semanas

    Zapopan, México Oracle A tiempo completo

    **Who We Are**At Oracle, we see ourselves as changing the World through our own commitment to customer success, as well as by enabling our customers achieve their vision. This can range from finding cures for Covid 19, to supporting refugees and children in need, and enabling companies deliver transportation and logistics services to the World. Our long...

  • Project Manager

    hace 4 semanas

    Zapopan, México Oracle A tiempo completo

    Scrum Process Facilitation- Lead daily stand-ups, sprint planning, sprint reviews, and retrospectives.- Ensure the team adheres to Agile practices and ceremonies effectively.- Guide the team in self-organization and cross-functionality.- Identify and remove impediments to the team's progress, both internal and external.Sprint Management- Collaborate with...

  • Senior Technical Account Representative

    hace 3 semanas

    Zapopan, México Oracle A tiempo completo

    ORACLE'S CLOUD PRIORITY SUPPORT SERVICESota-ay-mxsupOracle is the #1 global provider of business software, with an outstanding presence in over 175 countries. Our cloud solutions are redefining the world of business, empowering governments, and helping society evolve with the pace of change. Join Oracle to kick-start your career with some real...

  • Senior Technical Account Representative

    hace 1 día

    Zapopan, México Oracle A tiempo completo

    ORACLE'S CLOUD PRIORITY SUPPORT SERVICESota-ay-mxsupOracle is the #1 global provider of business software, with an outstanding presence in over 175 countries. Our cloud solutions are redefining the world of business, empowering governments, and helping society evolve with the pace of change. Join Oracle to kick-start your career with some real...

  • Senior Technical Account Representative

    hace 1 día

    Zapopan, México Oracle A tiempo completo

    ORACLE'S CLOUD PRIORITY SUPPORT SERVICES Oracle is the #1 global provider of business software, with an outstanding presence in over 175 countries. Our cloud solutions are redefining the world of business, empowering governments, and helping society evolve with the pace of change. Join Oracle to kick-start your career with some real responsibility, an...

  • Senior Technical Account Representative

    hace 1 día

    Zapopan, México Oracle A tiempo completo

    ORACLE'S CLOUD PRIORITY SUPPORT SERVICES ota-ay-mxsup Oracle is the #1 global provider of business software, with an outstanding presence in over 175 countries. Our cloud solutions are redefining the world of business, empowering governments, and helping society evolve with the pace of change. Join Oracle to kick-start your career with some real...

  • Senior Technical Account Representative

    hace 1 día

    Zapopan, México Oracle A tiempo completo

    ORACLE'S CLOUD PRIORITY SUPPORT SERVICESOracle is the #1 global provider of business software, with an outstanding presence in over 175 countries. Our cloud solutions are redefining the world of business, empowering governments, and helping society evolve with the pace of change. Join Oracle to kick-start your career with some real responsibility, an...

  • Support Engineer Level 1

    hace 5 días

    Zapopan, México BlueOptima A tiempo completo

    **Company Description** BlueOptima’s vision is to become the global reference for the optimisation of the performance of Software Engineers across all industries. We provide industry-leading objective metrics in software development. We enable large organisations to deliver better software, faster and at lower cost, with technology that pushes the limits...