Responsibilities
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. Work with larger clients. Provide input into the CSM methodology and direction. Act as mentor to newer CSMs on a voluntary basis.
Essential Duties
- Develop an understanding of customers' strategy and business objectives and drive use of the SaaS applications to help them achieve those objectives
- Maintain a proactive and reactive dialogue with customers through standard interactions, run regular account reviews, manage communications and touchpoints with assigned portfolio
- Identify risks to the customer achieving their objectives and work with other Oracle teams to build a rescue plan or escalate as needed.
- Work with the account team (Sales / Renewals) to ensure timely renewal and expansion opportunities.
- Work with the wider CSS teams to ensure right services are being positioned to customers based on exiting needs.
- Coach customers to ensure they are leveraging all available Resources e.g. My Oracle Support, Oracle University, Customer Connect, Product Development, User Groups, webinars etc.
- Build, develop and maintain a territory management approach to implement effective customer coverage through customer portal and other mechanisms, to ensure regular proactive communication with our volume install customer base.
- Create simple messaging around the value of the overall solution and encourage optimal utilization.
- Provide generic best practices and industry benchmarking materials via self service and proactive push communication.
- Work closely with the support, presales and consulting teams including partners to make sure you can deliver the program content and resolve customer needs in an effective and high quality way.
- Build and maintain strong relationships with the main partners involved in the customer base you will be working with.
Essential Knowledge and Background
- Proven track record in working in a customer facing role via remote programs.
- Proven track record in addressing a large group of customer portfolio via programmatic execution
- Consulting and advising experience
- Experience with cloud-based/SaaS solution offerings is desirable
- Experience in delivering content via social media, webinars and other relevant online delivery channels and methods.
Essential Skills and Abilities
- An intrinsic ability to deal with ambiguity and having a flexible and adaptive approach.
- Strong negotiation and conflict-resolution skills
- Ability to lead cross functional business and technical teams to provide timely issue resolution.
- Ability to create and sell business cases to internal and Customer audiences.
- Ability to work in a matrix environment with sales, product, customer support and other teams involved in the account.
- Excellent organization, project management, time management, and communication skills, proven track record in excellent presentation skills in virtual delivery is a definitive asset.
- Perform as an absolute team player who will work within the company to continue improving the way Oracle serves its Customers.
- Bachelor's degree or equivalent experience in computer science, business, or related field
- Experience supporting the implementation of enterprise-class, mission-critical applications.
- Technical background ideally with Oracle experience is a plus
- Excellent verbal and written communication skills
- Passion and ability to influence facilitate and juggle a number of competing issues at any one time.
- Fluency in spoken and written English and Arabic are key. Other languages are a plus.
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Oracle Cloud is a complete, integrated stack of platform, infrastructure, and application services. With advanced scalability and security, Oracle Cloud enables technical agility across the enterprise, connects people to information for clearer insights, and fosters efficiency through simplified workflows.
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