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Oracle Customer Success Manager | Utilities Software Products (CC&B, MDM, CIS) in Bedford, Massachusetts

As a recognized authority and leading contributor within their practice, this senior-level consulting position provides consistent high quality and innovative solution leadership to a project team. Leads the solution design and implementation aspects of engagement(s) ensuring high quality, integrated software solutions within constraints of time and budget.

Analyzes business needs to help ensure Oracle solution meets the customer s objectives by combining industry best practices, product knowledge, and business acumen. Exercises judgment and business acumen in selecting methods and techniques to deliver functional and technical solutions on non-routine and very complex aspects of applications and technology installations. Provides direction and mentoring to project teams, and effectively influences customer leadership on key decisions. Supports the business development efforts by pursuing new opportunities and extensions. Collaborates with the consulting sales team by providing domain expertise. Resolves complex customer issues by recommending and implementing solutions. Demonstrates expertise in multiple business processes across two or more product families or ability to architect and design technology solutions encompassing multiple products and make decisions based on impact across the stack.

8-10 years of experience relevant to this position including 4 years of consulting experience. Prior team leadership or management experience preferred. Undergraduate degree or equivalent experience preferred. Product or technical expertise relevant to practice focus. Ability to communicate effectively. Ability to build rapport with team members and clients. Strong influencing and negotiation skills. Ability to travel as needed.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.

This role can be remote based with a preference for candidates in the EST or CST based time zone.

As part of the Customer Success team, a Customer Success Manager forges atrusted advisor relationship with assigned accounts in the Oracle UtilitiesSaaS Cloud. This role is committed to ensuring that customers move positivelythrough the customer lifecycle and that they receive the support they need toachieve their business objectives. This is a key, customer-facing role withinCustomer Success and requires a dedicated professional with an exceptionalability to manage customer relationships. The Job duties are varied and complex utilizing independent judgment.

Key objectives:

  • Todrive maximum adoption of Oracle UGBU solutions and identify and promote growthvia your excellent relationship with the client.

  • Developa long-term partnership with our clients to ensure they remain successful byrealizing the full value of their investment with us.

  • Youare responsible for maintaining a high level of client satisfaction acting asthe liaison between our clients and Oracle s internal networks.

  • Toensure client continues their contractual relationship with Oracle.

  • Interfaceat highest levels both internally and with Partner / Customer teams.

  • Participatein and deliver assigned side projects designed to move the Customer Successorganization forward.

  • Provideleadership and expertise in the development of tools, processes and activitiesperformed by the CSM group

Summary of role:

As the SaaS account owner and the customer s central point of contact,the Customer Success Manager orchestrates services across commercialmanagement, adoption and transformation to ensure that the customer is set upfor success. The Customer Success Manager drives the overall account growthstrategy.

You thrive on working in a fast-paced, exciting environment. Ensuring that our customers realize their objectivesand business transformation goals is your key motivation. With strong problem-solvingskills and organizational awareness, you can intervene where needed to ensurethat any roadblocks to customer success are removed as efficiently as possible.

Primary Responsibilities:

The primaryresponsibilities of this role include:

  • Onboardingcustomers and establishing customer relationships

  • Communicating theOracle vision and product roadmap

  • Guiding customersuccess via a thorough understanding of your customers business priorities andsuccess metrics

  • Leading accountplanning processes

  • Internal AccountReviews

  • Customer BusinessPerformance Reviews

  • Reporting onAvailability and other key metrics

  • Acting as theprimary escalation point for the customer

  • Contractadministration and compliance

  • Own and communicatethe 52-week plan to customers

  • Reporting to theCustomer root cause analysis of outages

  • Managing accountremediation

  • Preparing foraccount reviews and Quarterly Business Reviews

  • Driving expansionopportunities

  • Co-ordinatingcore product demos and best practice guidance

  • Collaboratingwith Sales to produce renewal plans and assisting in the renewal process

  • Managingcollections

  • Advocating forproduct enhancements on behalf of customers

  • Establishing areputation as a business thought leader by publishing thought leadershipcontent and speaking at events

About you:

  • BSor BA degree. MBA, MS or relevant experience preferred.

  • Utilities Vertical experience (Electric, Gas, Water) with a strong preference for exposure to working with Oracle CC&B or MDM or a competing CIS product.

  • Atleast 5-7 years of professional experience in enterprise software and accountmanagement, with a strong preference for experience within a Cloud/SaaS field

  • Youhave experience in direct customer facing or consulting roles at a senior level

  • Youare an excellent communicator who understands technical concepts

  • Youcan translate complex and technical topics across a wide range of audiences inan engaging and succinct manner

  • Youhave demonstrated success working directly with clients, including buildingsenior level relationships

  • Skilledat relationship management

  • Excellentspeaking and presentation skills

  • Strongtime management skills and self motivated

  • Strongstrategic and analytical thinking skills

  • Experienceworking with cross-functional, enterprise-wide teams and collaborating to findsuccessful solutions

  • Demonstratedresourcefulness, motivation, and initiative

  • Highenergy and stamina to perform consistently in a very demanding environment.

  • Abilityto travel for up to 50% of your time

Job: *Consulting

Organization: *Oracle

Title: Customer Success Manager | Utilities Software Products (CC&B, MDM, CIS)

Location: United States

Requisition ID: 19000CMA