Client Success Manager - Oracle (Puerto Rico)
Drive maximum adoption of Oracle solution and identify/drive product expansion opportunities via high value relationship with the client.
Leads a team of Client Success Managers and manage to performance goals. 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. Conduct regular training and mentor Client Success Managers. Interview and make hiring decisions for qualified candidates. Conduct performance reviews, provide career development coaching and take necessary corrective action for poor performers. Provide regular performance metrics to senior management.
Leads a specialized area which may have diverse functional elements. Frequently interacts with supervisors and/or functional peer group managers. May interact with senior management. Prefer 10 years of professional experience with at least 2 years people management 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.*
* Manager, Customer Success *
Job Description
Summary of role:
Oracle is seeking a Customer Success Leader with B2B Marketing domain experience to manage a team of Customer Success Managers focused on driving strategic business relationships and value realization strategies with Oracle Marketing Cloud B2B clients.
As the leader of the CSM team, you are charged with creating a culture of partnership and enabling the team to focus on delivering value to our customers by acting as a trusted advisor and advocate. The CSM team is committed to ensuring that customers move positively through the customer lifecycle and that they receive the support they need to achieve their marketing objectives. We do this by collaborating with our customers to understand their industry, business, marketing goals, and organizational structure and developing joint success plans that align to their key priorities.
You thrive on working in a fast-paced, exciting environment, where ensuring that our customers realize their business and marketing transformation objectives is your primary goal. With strong problem solving skills and organizational awareness, you are capable of supporting the CSM team both internally and in client facing situations where needed to ensure that any roadblocks to customer success are removed as efficiently as possible.
Primary Responsibilities:
As manager Customer Success team, your primary responsibilities will include:
* Coaching and mentoring at both a team and individual development level to continually improve team performance of preparing and delivering Quarterly Business Reviews, Success Planning and modern marketing best practice enablement sessions.
* Re-enforcing and maintaining a customer focused, collaborative team culture to exceed both customer and Oracle s goals with integrity and professionalism through periods of organizational change.
* Tracking team KPIs and ensuring that operational policies are followed with the ultimate responsibility for delivery of service standards/levels.
* Developing and maintaining client relationships at the executive level to understand and guide their strategic plans, providing thought leadership, ensuring clients are feeling supported by the CSM extended Oracle team and managing escalations when required.
Partnering with Oracle teams to support sales efforts (renewal and expansion opportunities), understand product direction and roadmap, and help to facilitate and escalate customer remediation across technical and business scenarios.
Preferred Qualifications:
2 years management or related experience
Applied B2B marketing domain experience
Proven ability to manage multiple priorities and ensuring that a high standard of team performance is achieved.
Skilled at relationship management
Excellent speaking and presentation skills
Strong time management, strategic and analytical thinking skills
Experience working with cross-functional, enterprise-wide teams and collaborating on win-win solutions
Demonstrated resourcefulness, motivation, and initiative
Extremely high energy and stamina to perform consistently and at a high level in a very demanding environment
Comfortable with some travel (25%-50%).
**Job:** **Sales*
**Organization:** **Oracle*
**Title:** *Client Success Manager*
**Location:** *United States*
**Requisition ID:** *18000RDH*