Client Success Specialist III

Job description

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.

Desired profile

Qualifications :

Cloud Customer Success Manager HUB (Japanese speaking)

Role Description

The objective of the HUB Customer Success Manager is to be a Trusted Advisor with the Customer to drive Adoption of their chosen Oracle SaaS application, maximize Customer retention, advocacy and success while also contributing to increased subscription revenue expansion growth and achievement.

In this role, you will work remotely with customers on the lower segment of the installed base in a proactive and reactive mode. You will help our customers to obtain all suitable information needed in order to use and adopt our applications successfully.

You will work towards individual annual targets for driving the Adoption, Retention and Expansion of your customer's subscriptions, by working closely and collaborating with the Regional Sales and CSM teams to build strong customer relationships and understand our install base Customer objectives - effectively managing all customer related activities throughout the customer's lifecycle, from sign up to renewal remotely and demonstrating the value of Oracle SaaS applications.

You are passionate and committed to ensure all suitable resources needed to make our customers successful are available via our SuccessHub Customer portal and/or direct to the customer via the available systems or automated processes.

Essential Duties and Responsibilities

• Ensure customer coverage through the SuccessHub Customer portal, chat and other mechanisms to drive Customer Advocacy, Adoption, Retention and Expansion.

• Develop deeper understanding of the customers' objectives to identify opportunities and further align resources that will guide the customers' successful use of and return on investment with their Oracle SaaS solution.

• Drive continued and maximum adoption of Oracle's SaaS solutions and identify and foster product expansion opportunities with the appropriate Cloud Sales team via a value-based relationship with assigned clients.

• Act in a programmatic way to deliver to success plan, business reviews, roadmap sessions, enablement and adoption services and ensure regular proactive communication with the assigned install customer base.

• Create simple messaging around the value of the overall solution and encourage optimal utilization.

• Guide customers through significant service milestones such as upgrades, new releases, etc. via automatic and programmatic planned and executed methods.

• Provide generic best practices and industry benchmarking materials via self service and proactive push communication.

• Work closely with the support, presales and consulting teams including partners to make sure you can deliver the program content and resolve customer needs in an effective and high quality way.

• Work closely with the Regional Sales team to ensure adequate awareness around the volume customer base due to renew each quarter in advance.

• Ensure the timely update and data/content quality of relevant internal Oracle systems used by Hub Customer Success Managers, such as CLM, Service Cloud, Eloqua and the SuccessHub and Community portals.

• Complete the required Oracle Sales Academy training and CSM product/domain to a Level 2 accreditation standard.

Essential Knowledge and Background

• 3+ years' experience in a customer success, service or account management environment.

• Experience with cloud-based/SaaS solution offerings is desirable.

• Experience executing campaigns around automation and self service.

• Proven track record in working in a customer facing role in Japanese.

• Proven track record in addressing a large group of customer portfolio via programmatic execution.

• Experience in delivering content via social media, webinars and other relevant online delivery channels and methods.

• Working knowledge of at least one of the following business areas:

Call Center/Customer Service

Business Analytics

Marketing Automation

Sales Force Automation

Service Cloud/Social Networks

Recruiting

Talent Management

HR Processes

Financial Management processes

Essential Skills and Abilities

• Excellent organization, project management, time management and communication skills.

• Proven track record in excellent presentation skills in virtual delivery.

• Live and breathe the desire and commitment to making our customers successful.

• Willingness to 'roll up one's sleeves' and assist wherever needed.

• Passion and ability to facilitate and juggle a number of competing issues and priorities at any one time.

• Perform as an absolute team player who will work within the company to continue improving the way Oracle serves its Customers.

• Strong Analytical capabilities.

• Ability to lead cross functional business and technical teams to provide timely issue resolution.

• Bachelors degree or equivalent experience in computer science, business, marketing or related field (Masters preferred).

• Technical background in Cloud ideally with Oracle experience is preferred.

• Marketing business experience.

• Excellent verbal and written communication skills.

• Someone who can rapidly sort out “fact from fiction” in any situation.

• Fluency in spoken and written English and Japanese languages.