Customer Success Manager (CSS)

$78,998 - $158,205/Yr

Oracle - Nashville, TN

Full-time - Mid Level

Nashville, TN

Publishing Industries

About the position

The Customer Success Manager (CSM) position within Global Applications Delivery Services focuses on reactive engagements for Oracle OMCS applications customers utilizing Oracle's Cloud Infrastructure. This role requires a solid understanding of Oracle Applications and Database support processes, as the CSM will work directly with customers to ensure their success. The CSM achieves this by collaborating across various Oracle lines of business and keeping executive management informed about customer activities. In this position, you will be responsible for developing and managing the Oracle relationship with a designated set of customers throughout a Hyper Care engagement. Building a trusted relationship with the customer and delivering effective directives is crucial for success in this role. As the main contact for Oracle customers during Hyper Care engagements, the CSM manages accountability for both Global Application Delivery Services and the customers. This includes developing and maintaining relationships with senior management across lines of business and third parties. The CSM plans and deploys support activities to ensure effective delivery of a partnership with the customer. Additionally, the CSM advises the account on the most effective and efficient ways to utilize Oracle support services, products, tools, systems, interfaces, and procedures, including self-service CSS portals. The role also involves assuring and improving the quality of service and maintaining accurate account information. Furthermore, the CSM communicates opportunities for customers to expand their services when gaps are perceived. To be successful in this role, candidates should have a minimum of 10 years of Customer Success Management experience within Enterprise Software, along with cloud technical knowledge and experience in a service delivery environment. The ability to communicate effectively at all levels within the account and create opportunities for clients to grow and improve their Oracle products and services is essential. A customer-focused mindset and the ability to cultivate lasting customer relations are also critical. Candidates should be self-starters who can demonstrate the ability to work autonomously and independently, with previous experience in Oracle Solutions preferred.

Responsibilities

• Main contact for Oracle customers during Hyper Care engagements.
• Manages 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 and collaboration skills.
• Ability to communicate at all levels within the account.
• Proven ability to be customer-focused and develop lasting customer relations.
• Self-starter with 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, refreshing each calendar year.
• Unused balance will carry over each year up to a maximum cap of 112 hours.
• Paid parental leave.
• Adoption assistance.
• Employee Stock Purchase Plan.
• Financial planning and group legal.
• Voluntary benefits including auto, homeowner and pet insurance.