Oracle HCM CUSTOMER SUCCESS MANAGER – CSE Accounts in Bucharest, Romania
HCM CUSTOMER SUCCESS MANAGER – CSE Accounts
Oracle's Customer Success organization enables our customers to achieve the highest business value and profit from their investment in Oracle Cloud.
The Oracle Customer Success program exists to foster enduring relationships, where expertise, experience and enthusiasm are shared. Our goal is to enable, simplify and empower our customers to achieve the best possible value from their Cloud investment. The Customer Success team engages the right experts within Oracle to provide the advice and service our customers require.
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 HCM Customer Success Manager is to maximize Customer retention and success while also driving increased subscription revenue. In this role you will focus on key accounts across EMEA while working closely with the Customer Success Executive overlooking the account.
The Customer Success Manager is a Business Partner, responsible to help a portfolio of around 10 key customers achieving the maximum possible value they can with Oracle HCM suite of applications.
You will work towards individual annual targets for driving adoption of your customer’s subscriptions and work closely with the CSE to enable further adoption of Oracle products within the installed customer base.
Develop a deep understanding of customers’ HCM & Taleo strategy and business objectives and drive use of the HCM & Taleo applications to help them achieve those objectives
Maintain a proactive and reactive dialogue with customers through standard interactions: success plans, business reviews, value adoption reviews ,events and on site meetings
Identify risks to the customer achieving their objectives and work with other Oracle teams to build a rescue plan or escalate as needed.
Work with the account team (CSE / Sales / Renewals) to ensure timely renewal and expansion opportunities.
Develop and extend expertise on the HCM & Taleo applications in order to highlight new offerings and updates to existing features and capabilities.
Stay informed on HCM related trends and competitive offerings.
Coach customers to ensure they are leveraging all available Resources e.g. My Oracle Support, Oracle University, Customer Connect, Product Development, User Groups, webinars etc
Create simple messaging around the value of the overall solution and encourage optimal utilization.
Provide generic best practices and industry benchmarking materials via self service and proactive push communication.
Work closely with the CSE , Support, presales and consulting teams including partners to make sure you can deliver the program contentand resolve customer needs in an effective and high quality way.
Build and maintain strong relationships with the main partners involved in the customer base you will be working with.
Essential Knowledge and Background
Must Have: HCM / Taleo related experience (Oracle Cloud or On-Premise) preferably in implementing or a very extensive end user one in at least one of the areas below:
Global Human Resources (Time and Labor, Recruiting, Payroll, Learning)
Talent Management (Taleo Business, Talent Acquisition, Taleo Learn)
Experience with cloud-based/SaaS solution offerings is desirable
Proven track record in working in a customer facing role
Essential Skills and Abilities
- Action-oriented and problem solving attitude
- 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, proven track record in excellent presentation skills in virtual delivery is a definitive asset.
- Perform as an absolute team player who will work within the company to continue improving the way Oracle serves its Customers
- Bachelors degree or equivalent experience in computer science, business, or related field
- Experience supporting the implementation of enterprise-class, mission-critical applications
- Technical background ideally with Oracle experience is preferred
- Excellent verbal and written communication skills
- Passion and ability to influence facilitate and juggle a number of competing issues at any one time.
- Fluency in spoken and written English. Other languages are a plus French, German, Dutch, Italian or Spanish.
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/replenish/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 implementation or client facing relationship experience. Understanding of various technical architectures and operating systems. Industry experience is desired.
As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).
Job Type: Regular Employee Hire