Oracle - Austin, TX
posted 3 months ago
The Customer Success Manager (CSM) position focuses on proactive SaaS engagements for Oracle Retail. The responsibilities require the candidate to work directly with customers and have a confirmed understanding of the Oracle Retail solutions to ensure a customer's success on various service and product-related offerings. The CSM achieves this success by collaborating across Oracle lines of business and keeping executive management up to date on customer activity. In this role, you will be responsible for developing and handling the Oracle Support relationship with a designated large account or a small number of medium accounts throughout engagement. You will be responsible for improving the customers' use of Support Services by driving a high degree of satisfaction and reference ability and protecting and improving Support revenue streams. As the main contact for Oracle customers, you will run the accountability for both cloud services and customers. You will lead the contract or delivery engagement as defined by Oracle Service Support (OSS). Your role will involve developing and maintaining relationships with senior management across lines of business and third parties. You will plan and deploy support activities to ensure effective delivery within agreed budgetary constraints. Additionally, you will advise the account on effective and efficient ways to use Oracle support services and products, tools, systems, interfaces, and procedures. It is crucial to assure and improve the quality of the service while maintaining accurate account information. You will also communicate opportunities for customers to engage with Oracle, such as technical events and business seminars, and assist in the renewal of Support contracts while contributing to pre-sales activities.