Customer Success Manager – ASEAN

About Customer Success Services

The SaaS Customer Success Services organization strives to maximize SaaS revenue to Oracle and increase value contribution to our SaaS customers by:

• Driving the most agile and efficient renewal process while rapidly growing existing SaaS customers
• Providing best of industry service to improve customer satisfaction and enable business requirements
• Leading innovation, expertise and specialization through a high-performance organization

The Customer Success team strives to build strong customer relationships across our SaaS portfolio in ASEAN to drive customer adoption and satisfaction to protect the SaaS renewals business, increase revenue and minimize cancellations.

Success will be realized through effectively handling value-added customer engagements, leading to increased customer satisfaction, higher renewal rates contract base growth and customer references.

Work with medium sized clients to develop long term partnership with our clients to ensure they remain successful by realizing the full value of their investment with us to ensure client continues/replenish/renews contract with Oracle. Responsible for maintaining a high level of client satisfaction by being a liaison between our clients and Oracle’s internal operations. Identify product expansion/up sell opportunities. Responsible for sharing information across the CSM team via defined methods.

Career Level – IC3

Job description

• Promote and educate customers on the resources and wider customer communities available to the customer. These are the forums which will encourage engagement, drive future projects forward and optimal utilization
• Act as a ‘mentor’ in working effectively with the customers support service to ensure it is being effective for enhancement requests and escalations
• Develop and maintain a continuous close relationship with the relevant Application Sales Representative(s) throughout the customer lifecycle
• Where applicable partner with the account team and CSE to develop successful account strategies and plans that direct company resources to encourage renewal and return of investment cross pillar
• Diligently and consistently update the internal Customer Relationship Management system (this is currently called Customer Lifecycle Management (CLM)) with the customer’s business objectives and any metrics that define success to the customer e.g. return on investment and known product usage and business strategies
• Understand the value of the internal Oracle processes and tools available to assist your search for answers and for pro-active planning
• Use customer surveys for product and service feedback to help product management define the product roadmap and create continuous performance improvements across all teams
• Collaborate with Oracle’s Reference team to ensure ‘reference fatigue’ is avoided and customers can take advantage of our reference program
• Engage and understand the customers cloud strategy and the guide them by providing resources that can assist their strategic business direction
• Deliver regular business reviews and success plans to senior executives and key business customers
• Guide your customer through significant service achievements such as upgrades, new releases, and new features
• Monitor SaaS service usage and advise customers on contractual compliance
• Help customers with timely renewals and record possible expansion opportunities to drive pipeline growth.

Essential Background

• Strong background in Oracle Cloud Applications and related technologies with relevant certifications.
• Experience in a customer facing role involving cloud based/SaaS technology with collaboration of senior team members.
• Proven track record to develop and nurture lasting customer relationships with limited resources.
• Proven track record to handle delivery of Support and Development services to the Account.
• Experience in consultation related to Cloud Infrastructure and Design for large projects.
• Experience in running large programs and ability to collaborate with Project Services, Technical & Function Leads and provide Oversight to Implementing projects.

Essential Skills & Abilities

• 5 to 12 Years of experience in customer facing roles such as business development, renewals, consulting, implementation, delivery, and presales on Oracle Applications
• Excellent ability to write and verbally communicate a complex message in a simplistic way
• In addition to English, command over any of these languages will be an added advantage – Chinese (Mandarin), Bahasa Indonesia, Bahasa Malaysia, Tagalog
• Team working and collaboration
• Confident and engaging presentation skills, personable, positive, empathic and tenacious
• Commercial competence
• Very diligent & succinct organization & communication skills
• Resilient, handling pressured situations effectively
• Strong desire to learn and develop personally
• Strong time management work ethic and focus on delivery.
• Mirroring & ability to engage and be engaging at all levels

Life at Oracle and Equal Opportunity

An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.

In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.

Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.

At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles to perform crucial job functions.

That’s why we’re committed to creating a workforce where all individuals can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.

Disclaimer: Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

• Which includes being a United States Affirmative Action Employer https://www.oracle.com/corporate/careers/diversity-inclusion/

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

Disclaimer:

Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

• Which includes being a United States Affirmative Action Employer

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