Oracle HCM Cloud Customer Success Manager in Vilvoorde, Belgium
HCM Cloud Customer Success Manager
The objective of the Customer Success Manager (CSM) is to maximize Customer retention and success while also driving increased license revenue. In this role you will act as a strategic advisor to your Customers to ensure they remain successful and realize the full value of their investment with Oracle.
In addition you will guide our Customers to provide outstanding customer experiences through the use of our platform and services. You will be the trusted advisor our Customers rely on to provide best practice and knowledge on the Oracle Cloud solutions.
You will work towards individual annual targets for driving the renewal your customer’s subscriptions and work closely with sales to enable further adoption of Oracle products within your accounts.
Essential Duties and Responsibilities
Define and document the Customers’ business objectives and definition of success (ROI). Gather baseline metrics and work with Customer to calculate and demonstrate success with the Oracle Cloud Solutions to maximize Customer Satisfaction.
Partner with the rest of the account team to develop successful account strategies and plans that direct company resources to maximize retention and sales within assigned accounts.
Ensure accounts are updated on new product features and have developed a roadmap to implement.
Educate Customers on the value of the overall solution and encourage optimal utilization.
Gather Customer product feedback to help product management define the product roadmap.
Collaborate with Oracle’s Marketing team by encouraging customer advocacy and creation of case studies to help maintain the Customer Referral program.
Present the Oracle value proposition as well as product features and functions to audiences ranging from Senior Executives to technical stakeholders.
Facilitate relationships across various Customer teams, brands, and/or departments to further strengthen Oracle’s partnership with Customers.
Be an expert on the Customer's CX/ HCM/ ERP Etc. strategy and the go-to person for their strategic business direction for the specific SaaS solution.
Deliver regular business and operational reviews to senior executives & key business stakeholders.
Provide best practices and industry benchmarking
Position Oracle’s value proposition as part of our overall business solution, linking these benefits back to the key business issues of the Customer
Develop and maintain extraordinary relationships with existing Customers to ensure their satisfaction and retention while helping to grow our incremental revenue.
Guide your customer through significant service milestones such as upgrades, new releases etc
Act as a point of escalation for your customer’s critical issues.
Essential Knowledge, Skills, Abilities, and Background
5 years experience implementing CRM/HCM/ERP applications and/or providing strategic advisory/account management services
Experience with cloud-based/SaaS solution offerings is desirable
Demonstrated experience working with the executive level in Customer environments
Proven ability to develop and cultivate lasting customer relationships with a diverse set of internal and external constituencies including senior level executives, legal, technical, finance, support, sales, and marketing experts
Working knowledge of the following business areas: (Y/N for relevant Job Role)
Business Area Yes/No
Call Center/Customer Service
Sales Force Automation
Service Cloud/Social Networks
Financial Management processes
Strong Analytical capabilities
Ability to lead cross functional business and technical teams to provide timely issue resolution
Ability to create and sell business cases to internal and Customer audiences
Excellent organization, project management, time management, and communication skills
Willingness to 'roll up one's sleeves' and assist wherever needed
Team player who will work within the company to continue improving the way Oracle serves its Customers
Ability to travel up to 60% of the time (specific for teams )
Bachelors degree or equivalent experience in computer science, business, or related field (Masters preferred)
Experience in setting IT Strategy and leading business organizations through change is desirable
Experience leading the implementation of enterprise-class, mission-critical applications
A technical background ideally with Oracle experience is preferred
Experience in driving user adoption is desirable
Excellent verbal and written communication skills
Someone who can rapidly sort out “fact from fiction” in any situation
The ability to influence, facilitate and juggle a number of competing issues at any one time.
Fluency in Spoken and Written English, French and Dutch
Detailed Description and Job Requirements
Drive maximum adoption of Oracle solution and identify/drive product expansion opportunities via high value relationship with the client.
Work with medium sized clients to 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. Responsible for sharing information across the CSM team via defined methods.
Job duties are varied and complex utilizing independent judgment. 5 to 7 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 Type: Regular Employee Hire