Territory Customer Success Manager (English, Arabic, French, German)
Oracle
- România
- Permanent
- Full-time
- Develop a general/high level understanding of the Full SaaS Solution
- Develop a strong understanding of SaaS telemetry data
- Leverage available data to optimize account prioritization
- Maintain a proactive dialogue with customers either through 1:1 activities or 1:many approach (events, digital content, training)
- For selected accounts, perform Implementation/ Go-Live reviews, participate in project planning meetings
- Based on data insights, perform adoption reviews and provide recommendations to increase adoption and reduce risk of down-sells/ cancellations
- Based on data insights, help identify and position new expansion opportunities
- Drive demand generation for CSS Services (OU, ACS, etc.)
- Develop programs in partnership with the Global CSM team, across NA, JAPAC, LAD - to automate the CSM Services and improve the customer experience
- Creation of reusable assets - playbooks, FAQs, checklists
- Delivery of content for Live webinars
- Work closely with other Lines of Business (support, presales, consulting etc.) to leverage product skills and resources
- Stay informed on Oracle Cloud Applications related trends and competitive offerings
- Coach customers to ensure they are making use of 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, to ensure regular proactive communication with our volume install customer base
- Provide generic best practices and industry benchmarking materials via self service and proactive push communication
- 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
- Oracle Applications Cloud solutions knowledge - ERPM, HCM or Marketing related 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
- Action-oriented and problem solving attitude
- Strong Analytical capabilities
- Ability to lead cross functional business and technical teams to provide timely issue resolution
- Excellent organization, project management, time management, and communication skills
- Perform as an absolute team player who will work within the company to continue improving the way Oracle serves its Customers
- Bachelors 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 preferred
- 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. Other languages are a plus - French, German, Arabic would be an asset.
- Which includes being a United States Affirmative Action Employer