Customer Success Manager - NetSuite for Government

Description

As a Customer Success Manager, your focus is on advocating for customer needs and facilitating positive interactions between customers and resources across Oracle. This involves resolving post-sales non-technical customer issues and tracking our customers' overall health, success, and satisfaction. 

In this role, you will serve as the lead customer liaison for an assigned group of Customer accounts and facilitate one-on-one meetings with representatives from strategic accounts. You will be responsible for managing internal projects, such as creating internal training curricula and schedules, presenting across lines of business, identifying and driving productivity improvement opportunities, coordinating, preparing, and qualifying Reference referrals to support Sales efforts.  In addition, you will drive the contract renewal process for Oracle Customers by ensuring their ongoing satisfaction.

Contributing individually and as a team member, providing direction, and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in areas of specialization.

Responsibilities

• Develop long-term partnerships with customers to ensure they become and remain successful through the realization of value from their Oracle SaaS application investment(s)
• Achieve a high level of customer satisfaction by advising on application best practices, providing product adoption and release guidance, while serving as a liaison between the customers and Oracle’s internal operations.
• Identify product usage opportunities and establish key business objectives and performance indicators aligned with the customer's application strategy.
• Engage with the customer to maintain effective communication among relevant parties and ensure overarching objectives are achieved.
• Provide an excellent customer experience throughout all phases of the delivery lifecycle: governance, onboarding, provisioning, problem management, and renewal.
• Expand and challenge how we provide service by going beyond our customers’ expectations, taking the extra step to understand their issues and the impact on their business, to build trust and deliver an exceptional experience.
• Cultivate Oracle cross-functional relationships and communications through the creation and maintenance of strategic relationships within the organization

 

Qualifications
Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range in USD from $27.07 to $54.13 per hour; from: $56,300 to $112,600 per annum. May be eligible for equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
9. 11 paid holidays
10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

Career Level - IC3