Oracle Principal Customer Success Manager (Responsys - B2C) in Salt Lake City, Utah
Drive maximum adoption of Oracle solution and identify/drive product expansion opportunities via high value relationship with the client.
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. Work with larger clients. Provide input into the CSM methodology and direction. Act as mentor to newer CSMs on a voluntary basis.
Leading contributor 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 area of specialization. Recommended 7 to 10 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.
Oracle is an Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law.
Location: Any state in the East Region
*(Alabama, Connecticut, Delware, District of Columbia, Florida, Georgia, Illinois, Indiana, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Mississippi, New Hampshire, New York, North Carolina, Ohio, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas
Canada: Montreal, New Brunswick, Ontario, Nova Scotia, Quebec)*
The* Oracle Customer Success Manager* (CSM) position is a high visibility individual contributor role whose core competencies include excellent communication skills, experiences in program governance, ability to facilitate Business Architecture, IT and Roadmap sessions, and strong customer relationship management skills. The CSM has the ability to identify design and configuration deviation from best practices and to align a customer’s business strategy and objectives with an enabling Oracle based solution.
Oracle's Customer Success organization is a focused group of SaaS experts whose mission is to drive successful engagements through the proactive management of all facets of the customer’s lifecycle from onboarding to renewal. This is an exciting opportunity to participate in and help shape our customers’ journey to the Cloud.
The CSM serves as a leading contributor and valued team member who provides direction, mentoring and thought leadership to our customers. Work is non-routine and situationally complex, involving the execution of advanced functional/technical skills in the area of Oracle B2C Marketing Cloud (Responsys) applications.
Our CSMs (1) develop long-term partnerships with their designated customers to ensure they become and remain successful through realizing the full value of their Oracle investment and to ensure renewal of the SaaS subscription; (2) are responsible for maintaining a high level of customer satisfaction by advising on product / implementation best practices, providing product adoption and release guidance while serving as a liaison between their customers and Oracle’s internal operations; (3) identify product expansion/up sell opportunities.
Engaging with the customer and their partner implementation executive teams will be a critical component of this role so effective executive communication and negotiation skills are critically important.
Drive maximum adoption of Oracle solutions and identify/drive product expansion opportunities via high value relationship with customers
Work with customers to develop long term partnership and ensure they remain successful by realizing the full value of their investment with Oracle to ensure client continues/replenish/renews contract with Oracle and Identify product expansion/up sell opportunities
Maintain a high level of client satisfaction by being a liaison between our clients and Oracle's internal operations
Complete own role largely independently within defined policies and procedures
Demonstrate experience in implementation or client facing relationship experience
One (1) functional or technical experience in a B2C SaaS Marketing Platform
5 years implementing and/or managing SaaS applications
7-10 years of professional/technical experience with a core Marketing Application as a power user and/or implementer
Understanding/Experience of B2C marketing automation platforms, CRM systems, marketing channels, campaign features and functionalities and customer profile and transactional data architectures. SaaS Industry experience with Success Planning is desired
Experience in challenging customer growth engagements and leading customers to scale marketing programs
Well-versed in understanding customer marketing landscapes and the big picture along with priorities
Proven track record of executing on customer objectives/tasks while tracking measurable KPIs and driving results
Worked in a customer centric culture to collaborate and align cross-functionally in servicing customers
/At Oracle, we don’t just value differences—we celebrate them. We’re committed to creating a workplace where all kinds of people work together. We believe innovation starts with diversity and inclusion./
Title: Principal Customer Success Manager (Responsys - B2C)
Location: United States
Requisition ID: 20000SST