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North America Customer Success Manager (based in Romania)

OracleBUCHAREST, Romania

30+ days ago

Job description

Role Description

Customer Success Managers (CSMs) ensure that Oracle Cloud solutions are aligned with our customers’ business goals and Key Performance Indicators during the entire lifecycle.

The objective of the SaaS Customer Success Manager is to maximize Customer retention and success while also driving increased services revenue. In this role you will focus on the volume business.

The Customer Success Manager is a Business Partner, responsible to help a portfolio of EMEA customers achieving the maximum possible value they can with Oracle SaaS suite of applications (ERPM, HCM and CX solutions).

This role requires remote interactions with customers across North America and is based in Bucharest.

Customer-facing experience

Clear communication, going beyond a proficient command of the English language and into cultural immersion
Active listening & business communication skills (ability to understand tone, non-verbal cues, mirror the interlocutor’s pace, no interruptions, familiarity with corporate jargon,
De-escalation skills
Handling objections
Ability to drive a discovery session
Customer advocacy

IT industry exposure

Adequate knowledge of tech services

Basic knowledge of industry specific terms (SI, Implementation, Go-Live,

Corporate background

Working within a structured environment

Cross-team collaboration

Ability to manage complex scenarios

Working with ambiguity

Task prioritization

Ability to work under stress & tight deadlines

Self-sufficiency

Career Level - IC3

Essential Duties

Develop a strong understanding of SaaS telemetry data and of the Full SaaS Solution

Maintain a proactive dialogue with customers either through 1 : 1 activities or 1 : many approach (events, digital content, training)

Leverage available data to optimize account prioritization

Use data insights to perform adoption reviews and provide recommendations to increase adoption, reduce risk of down-sells / cancellations and help identify / position expansion opportunities.

Work closely with other Lines of Business (support, presales, consulting to leverage product skills and resources

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

Promote CSS services (OU, ACS, and facilitate customer meetings with the sales team

Educate customers to ensure they are making use of all available Resources (MOS, CCC, OU, Navigator

Provide generic best practices and industry benchmarking materials via self-service and proactive push communication.

Able to work North America business hours.

Career Level - IC3

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Customer • BUCHAREST, Romania