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North America Customer Success Manager (based in Romania)
OracleBUCHAREST, RomaniaÎn urmă cu peste 30 de zile
Descrierea postuluiAdequate knowledge of tech services Basic knowledge of industry specific terms (SI, Implementation, Go-Live, 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 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.
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
Corporate background
Career Level - IC3
Essential Duties
Career Level - IC3
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