Principal Customer Success Manager
Responsibilities
Key
Responsibilities
Customer Success-Implementation Phase:
-Supports all phases of the implementation process (e.g., customer welcome
& kick-off, provide & connect with best practices, collaboration with
implementation team, training & enablement) for moderately complex customer
accounts to ensure customers are able to use the product and/or service
effectively and drive early success.
-Monitors the health of customer implementation progress and identifies and
addresses issues.
-Supports the implementation readiness review process by conducting risk
assessments to identify and assist in the resolution of roadblocks to success.
Customer Success-Success Planning:
-Works closely with customers to understand their needs, determine how the solution
can effectively achieve their goals, define KPIs (Key Performance Indicators),
and develop a success plan based on their business needs.
-Regularly reviews customer goals and needs to make adjustments to the success
plan.
Customer Success-Adoption Phase:
-Continuously monitors the overall health of customer accounts to support
solution adoption, renewals, and expansion.
-Coordinates with sales teams on identifying opportunities and maximizing
renewals.
-Proactively addresses solution adoption pain points by identifying the most
effective solutions such as educational resources, training programs, or
solution best practices.
-Proactively educates and guides customers in operating and adopting the
organization’s solutions as necessary.
-Facilitates Quarterly Business Reviews (QBRs) and operational cadences with
customers to review key metrics, usage patterns, and goals.
-Executes assessments to identify adoption gaps and achieve value realization,
with guidance.
Customer Relationship Management-Account Ownership & Long-Term Success:
-Acts as the main contact for a portfolio of medium- to large-sized customer
accounts, building and maintaining strong relationships to ensure satisfaction,
achievement of goals, and maximization of value.
-Involves the customer in innovation and/or strategic development discussions
and shares engagement opportunities to participate in events, seminars, and
other engagement activities.
-Serves as the customer's advocate within the organization, ensuring customer
needs and concerns are addressed in a timely manner by coordinating with
internal teams to deliver services.
-Prepares and supports customers through moderately complex milestones to
ensure smooth transitions.
-Helps drive customer advocacy and references for Oracle products and services
and services and creates customer success stories.
Sales & Renewal Support-Expansion & Renewal Support:
-Supports the renewal process by ensuring customers see the value of the
product and/or service, identifies opportunities for expanding usage to the
broader product/service portfolio, and works with Sales to ensure smooth
contract renewals.
-Identifies down sell and cancelation risks and creates and drives retention
plans through collaboration with internal stakeholders.
-Communicates with customer to develop a deep understanding of requirements,
progress, and future goals to positively influence renewal decisions.
Core Responsibilities
Planning & Execution:
-Manages and coordinates moderately complex tasks, monitoring timelines and
deliverables to ensure timely completion and adherence to requirements for a
moderately-sized project or initiative. Efficiently delegates, monitors, and
prioritizes work across multiple projects, providing technical oversight and
adjusting plans to address shifts in resources or timelines.
Collaboration & Partnership:
-Collaborates across the organization to align on expectations and achieve
shared objectives. Leverages understanding of business leaders, stakeholders,
and/or customers to ensure proposed solutions meet their needs. Supports
inclusivity by actively seeking and listening to diverse perspectives, ensuring
others feel heard and respected.
Problem Solving:
-Identifies and addresses moderately complex issues by analyzing a wide range
of data and/or information to identify solutions in accordance with standard
practices. Proactively escalates unresolved or critical issues with a thorough
assessment and suggests potential solutions. Reviews, contributes to, and
documents problem solving strategies.
Continuous Learning:
-Pursues learning opportunities to expand knowledge and skills and/or tools in
new areas and stays abreast of the latest industry trends and best practices.
Proactively seeks and leverages ongoing feedback and training to improve
skills. Coaches and mentors junior team members, fostering continuous learning
and knowledge sharing within and across teams.
Continuous Improvement:
-Develops ideas, recommends updates, and/or collaborates on the implementation
of process improvements to increase the efficiency and effectiveness of
processes, protocols, and workflows across teams, and evaluates the impact on
key stakeholders. Solicits feedback from others on ideas for alternative
approaches and methods for continued improvement.
Performance and Development:
-Contributes to the talent development pipeline by participating in candidate
interviews, assessing candidates, and providing hiring recommendations.
About the company
Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives.
True innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing a workforce that promotes opportunities for all with competitive benefits that support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.
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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. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.