Oracle - Topeka, KS
posted 3 months ago
As a Customer Success Manager in the Public Safety organization at Oracle, your primary focus will be to advocate for customer needs while facilitating positive interactions between customers and Oracle's resources. This role is crucial in resolving post-sales non-technical customer issues and tracking the overall health, success, and satisfaction of our customers. You will serve as the lead customer liaison for an assigned group of customer accounts, facilitating one-on-one meetings with representatives of these strategic accounts. Your responsibilities will include managing internal projects, such as creating training curricula and schedules, presenting across various lines of business, and identifying and driving productivity improvement opportunities. Additionally, you will coordinate, prepare, and qualify reference referrals to support sales efforts, ensuring that the contract renewal process for Oracle customers is seamless and that their ongoing satisfaction is maintained. In this position, you will contribute both individually and as a team member, providing direction and mentoring to others. The work is non-routine and complex, requiring the application of advanced technical and business skills in your areas of specialization. You will develop long-term partnerships with customers to ensure they realize value from their Oracle SaaS application investments. Achieving a high level of customer satisfaction will be paramount, as you will advise on application best practices, provide product adoption and release guidance, and serve as a liaison between customers and Oracle's internal operations. You will also identify product usage opportunities and establish key business objectives and performance indicators that align with the customer's application strategy. Effective communication with customers will be essential, as you will engage with them to maintain effective communication between relevant parties while ensuring overarching objectives are achieved. You will provide an excellent customer experience throughout all phases of the delivery lifecycle, including governance, onboarding, provisioning, problem management, and renewal. By expanding and challenging the way services are provided, you will go beyond customer expectations, taking the extra step to understand their issues and the impact on their business to gain trust and deliver an exceptional experience. Cultivating cross-functional relationships within Oracle will also be a key aspect of your role, as you create and maintain strategic relationships within the organization. This position is sensitive to Criminal Justice Information Systems (CJIS) and will require a fingerprint-based background investigation to determine eligibility for access to criminal justice information.