Oracle Field Customer Success Manager - Oracle Technology in Wien, Austria

Field Customer Success Manager - Oracle Technology

Preferred Qualifications

Field CustomerSuccess Manager (CSM) – Oracle Technology

Oracle’sPublic Cloud Customer Success Team

Oracle's Cloud mission is to bring its leading

enterprise technology and business applications software to customers, anywhere

in the world, through the Internet.

Oracle Cloud is a broad set of industry-standards based,

integrated services that provide customers with subscription-based access to

Oracle Platform Services, Application Services and Social Services, all

completely managed, hosted and supported by Oracle. With predictable

subscription pricing, Oracle Cloud delivers instant value and productivity for

business users, developers and administrators.

Oracle’s Cloud Customer Success Organization

is a focused group of Cloud Customer Success experts whose mission is to drive successful

Oracle Public Cloud utilization and replenishment through the proactive

management of all facets of the customer engagement lifecycle. Join one of the most visible areas of

Oracle’s continued success with Cloud; this is an exciting opportunity to be

part of, and help shape, this new function.

PrimaryResponsibilities

Reporting into the Director of

Customer Success, the CSM will be responsible for fusing and complementing the

relationship between The Oracle Public Cloud and our customers core business

objectives and priorities thereby driving increased business value and

alignment between Oracle and its valued customer community.

The Customer Success Manager will

be responsible for driving customer adoption through successful onboarding and

utilization of the PaaS and IaaS services.

They will need to proactively identify and prioritise opportunities, and

collaborate with PreSales, Support, Sales, Development, Consulting and Partners

(etc) to improve the customer’s use of Technology Cloud. This will include problem solving, milestone development

and ongoing state of the customer reviews to ensure that customers maximize

their usage of the platform. Ultimately the success of the role is driving and

securing a high level of customer satisfaction and ensuring that consumption of

Oracle’s Public Cloud continues in its upward trajectory.

Expanded Responsibilities

  • Serve as the

primary point of contact for customer post sale Cloud related activities

  • Assume

responsibility for Public Cloud PaaS and IaaS adoption and issues escalation

  • Driving high customer Satisfaction

  • Perform rapid assessments of clients internal

technology landscape and targeting use cases and deployment targets for Public

Cloud technology

  • Conduct regular

business reviews with clients

  • Serve as the

customers advocate and provide feedback to product management and development

organizations

  • Identify replenishment risks and collaborate with

internal teams to remediate and ensure ongoing replenishment

  • Responsibility

to on-board seed systems onto Public Cloud and provide guidance in

identifying opportunities where Oracle Public Cloud can be leveraged and

upselling ancillary services and emerging technology

  • Partner with internal Oracle stakeholders to align

account activities with the customer's business case and strategy

  • Provide

forecasts on likely future customer consumption

  • Prepare and educate customers on new features /

services

  • Monitor and identify adoption and utilization trends,

provide recommendations based on risk and customers’ business needs

  • Development of reference accounts

  • Operate as key conduit for knowledge transfer to

install base

Experience& Qualifications

  • 10 years of experience of Oracle Technology success

with customers

  • Proven track record of proactive problem solving

  • An understanding of development and deployment

concepts and tools that enable successful Public Cloud deployments

  • Enthusiasm, energy and ability to evangelize and

expand the footprint of seeded markets in the public cloud platform

  • Broad knowledge and experience in Public Cloud

ecosystem and IT infrastructure elements

  • Experience in a customer-facing, role such as

consultant, solutions engineer or hands on Customer Success Manager in the

Cloud ecosystem

  • Core hands on foundational skills based on middleware

and database development

  • Excellent communication skills, external customer

communication, but also internal communication, including SR tracking, issue identification

and triage as well as escalation protocols

  • Flexibility, this is a high growth area that requires

agility

  • Fluent English as well as local language mandatory

  • Ability to travel 40%

Detailed Description and Job Requirements

Drive maximum adoption of Oracle solution and identify/drive product expansion opportunities via high value relationship with the client.

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/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.

Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Recommended 7 to 10 years of professional experience. Demonstrated experience in package systems implementation (CRM, ERP, Consulting experiences) or client facing relationship experience. Understanding of various technical architectures and operating systems. Industry experience is desired.

Job: Sales

Location: AT-AT,Austria-Wien

Job Type: Regular Employee Hire

Organization: Oracle