Oracle Client Success Snr Manager in Marlborough, Massachusetts
Drive maximum adoption of Oracle solution and identify/drive product expansion opportunities via high value relationship with the client.
Drive operational performance goals and will be responsible for achieving quarterly targets in terms of renewal rates to maximize revenue and minimize cancellations. Build team, improve internal processes and systems to achieve operational performance that meets or exceeds goals. Establish and measure group goals and team performance against specific target objectives. Participate in strategic and tactical planning for the division. Builds on going customer relationships to drive renewals, maximize timely renewals and up sell to the client. Drives client issue resolution by bringing the appropriate resources in to assist or escalating to VP.
Manages and controls activities in multi-functional areas. Ensures appropriate operational planning is effectively executed to meet business needs. Prefer 10 years of professional experience with at least 2 years People Manager experience. Demonstrated experience in implementation or client facing relationship experience. Understanding of various technical architectures and operating systems. Experience managing high level client relationships and escalations. Industry experience is desired.
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.
Summary of role:
As the account owner and thecustomer s central point of contact, the Customer Success Manager orchestratesservices across commercial management, adoption and transformation to ensurethat the customer is set up for success. The Customer Success Manager also ownsupsell and the overall account growth strategy.
You thrive on working in afast-paced, exciting environment, where ensuring that our customers realizetheir business and marketing transformation objectives is your primary goal. Withstrong problem solving skills and organizational awareness, you are capable ofintervening where needed to ensure that any roadblocks to customer success areremoved as efficiently as possible.
As part of the Customer Success team,the Customer Success Manager forges a trusted advisor relationship withassigned accounts in the Oracle Marketing Cloud. This role is committed to ensuringthat customers move positively through the customer lifecycle and that theyreceive the support they need to achieve their marketing objectives. This is akey, customer-facing role within Customer Success and requires a dedicatedprofessional with an exceptional ability to manage customer relationships.
The primary responsibilities ofthis role include:
-[if !supportLists]-> -[endif]->Onboarding customersto the OMC and establishing customer relationships
-[if !supportLists]-> -[endif]->Welcoming all newcustomers and educating them on OMC resources
-[if !supportLists]-> -[endif]->Communicating theOMC vision and product roadmap
-[if !supportLists]-> -[endif]->Guiding customersuccess through a thorough understanding of customers marketing maturity,business priorities, and success metrics
-[if !supportLists]-> -[endif]->Leading accountplanning processes
-[if !supportLists]-> -[endif]->Managing accountremediation
-[if !supportLists]-> -[endif]->Preparing foraccount reviews and Quarterly Business Reviews
-[if !supportLists]-> -[endif]->Supporting upselland cross-sell opportunities
-[if !supportLists]-> -[endif]->Delivering coreproduct demos and best practice guidance
-[if !supportLists]-> -[endif]->Writing renewalplans and leading the renewal strategy
-[if !supportLists]-> -[endif]->Supporting thenegotiation of contracts and pricing
-[if !supportLists]-> -[endif]->Managing collectionsescalations
-[if !supportLists]-> -[endif]->Advocating forproduct enhancements on behalf of customers
-[if !supportLists]-> -[endif]->Establishing areputation as a marketing thought leader by publishing thought leadershipcontent and speaking at events
-[if !supportLists]-> -[endif]->Skilled atrelationship management
-[if !supportLists]-> -[endif]->Excellent speakingand presentation skills
-[if !supportLists]-> -[endif]->Strong marketingdomain experience
-[if !supportLists]-> -[endif]->Strong timemanagement, strategic and analytical thinking skills
-[if !supportLists]-> -[endif]->Experience workingwith cross-functional, enterprise-wide teams and collaborating on win-winsolutions**
-[if !supportLists]-> -[endif]->Demonstratedresourcefulness, motivation, and initiative**
-[if !supportLists]-> -[endif]->Extremely highenergy and stamina to perform consistently and at a high level in a verydemanding environment**
Title: Client Success Snr Manager
Location: United States
Requisition ID: 18000J0M