Customer Success Manager (CSS)

$78,998 - $158,205/Yr

Oracle - Des Moines, IA

Full-time - Senior

Des Moines, IA

Publishing Industries

About the position

The Customer Success Manager (CSM) position within Oracle's Global Applications Delivery Services focuses on reactive engagements for customers utilizing Oracle's Cloud Infrastructure. This role requires a deep understanding of Oracle Applications and Database support processes, as the CSM will work directly with customers to ensure their success. The CSM is responsible for developing and managing relationships with designated customers throughout a Hyper Care engagement, which is a critical phase where customers require heightened support and guidance. The CSM will act as the main contact for Oracle customers during these engagements, ensuring that both Global Application Delivery Services and customer accountability are managed effectively. In this role, the CSM will collaborate across various lines of business within Oracle, keeping executive management informed about customer activities and progress. The CSM will advise customers on the effective use of Oracle support services, products, tools, systems, interfaces, and procedures, including self-service CSS portals. The goal is to assure and improve the quality of service provided to customers while maintaining accurate account information. The CSM will also identify opportunities for customers to expand their services and communicate these opportunities effectively. The ideal candidate for this position will have over 10 years of experience in Customer Success Management within the Enterprise Software sector, with a strong technical background in cloud solutions. The CSM must be a self-starter, capable of working autonomously, and possess excellent communication skills to engage with customers at all levels. Previous experience with Oracle Solutions is preferred, as it will enhance the CSM's ability to foster lasting customer relationships and drive customer success.

Responsibilities

• Main contact for Oracle customers during Hyper Care engagements.
• Manages the accountability for both Global Application Delivery 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 of a partnership with the customer.
• Advise the account on effective and efficient ways to use Oracle support services and products, tools, systems, interfaces, and procedures as well as self-service CSS portals.
• Assure and improve the quality of the service, and maintain accurate account information.
• Communicate opportunities for customers for additional services if gaps are perceived.

Requirements

• 10+ years of Customer Success Management experience within Enterprise Software.
• Cloud Technical knowledge.
• Experience within a Service Delivery environment.
• Executive Sponsorship & Collaboration.
• Proven ability to be customer-focused 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.

Benefits

• Medical, dental, and vision insurance, including expert medical opinion.
• Short term disability and long term disability.
• Life insurance and AD&D.
• Supplemental life insurance (Employee/Spouse/Child).
• Health care and dependent care Flexible Spending Accounts.
• Pre-tax commuter and parking benefits.
• 401(k) Savings and Investment Plan with company match.
• Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position.
• Accrued Vacation is provided to all other employees eligible for vacation benefits.
• 11 paid holidays.
• Paid sick leave: 72 hours of paid sick leave upon date of hire.
• Paid parental leave.
• Adoption assistance.
• Employee Stock Purchase Plan.
• Financial planning and group legal.
• Voluntary benefits including auto, homeowner and pet insurance.