Digital Platform Customer Success Manager

Digital Platform Customer Success Manager-220002VT

**Applicants are required to read, write, and speak the following languages**: English, Spanish

**Preferred Qualifications**

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 advice and service our customers' requirements. Customer Success Managers (CSMs) ensure that Oracle Cloud solutions are aligned with our customer's business goals and Key Performance Indicators during the entire lifecycle.

The objective of the Digital Platform Customer Success Manager is to maximize Customer Retention and Success (volume business clients below 30K per pillar) while also driving increased adoption of the SaaS Customer Success Digital Platform.

The Digital Platform Customer Success Manager is a Business Partner, responsible to help a portfolio of approx 500 LAD customers achieve the maximum possible value with their Oracle SaaS Suite of Applications.

You will work towards individual annual targets for driving adoption of your customer’s subscriptions and work closely with sales to enable successful renewal and expansion for the SaaS subscriptions, as well as providing content for the Digital Platform and one-to-many programs.

**Essential Duties**
- Develop a solid understanding of the Digital Service Delivery Business Model in LAD and Globally in order to help our customers achieve their objectives
- Maintain a proactive dialogue with customers through standard interactions as well as one-to-many channels (webinars, digital platform content, events).
- _First contact level manager of Oracle business via inbound/outbound calls. Support Oracle customers and produces quality service for Digital tier customers in LAD (Except Brasil Market)_
- 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 (Sales / Renewals) to ensure timely renewal and expansion opportunities.
- Stay informed on Oracle Cloud Applications-related trends and competitive offerings.
- Coach customers to ensure they are leveraging all available Digital Resources e.g. My Oracle Support, Oracle University, Customer Connect, Oracle University, Customer Success Site, webinars, recordings, etc.
- Build, develop and maintain a territory management approach to implement effective customer coverage through communications, outbound marketing, and other mechanisms, to ensure regular proactive communication with our volume install customer base.
- Gather baseline information and create/execute customer activities to know the precise status of all customer lifecycle stages.
- Work closely with the support, and internal teams including partners/implementers to make sure you can deliver the program content and resolve customer needs in an effective and high-quality way.

**Essential Knowledge and Background**
- Proven track record in working in a customer-facing role via remote programs.
- Proven track record in addressing a large group of customer portfolio via programmatic execution
- Oracle Applications Cloud essential knowledge (SaaS and Business Processess)
- Experience in delivering content via social media, webinars, and other relevant online delivery channels and methods.

**Essential Skills and Abilities**
- Action-oriented and problem-solving attitude
- _Performs a valuable communication skillss_
- Ability to lead cross functional business and technical teams to provide timely issue resolution
- Excellent organization, time management, and communication skills, proven track record in excellent presentation skills in virtual delivery is a definitive asset.
- Bachelor’s degree or equivalent experience in the business field
- Excellent verbal and written communication skills
- Fluency in spoken and written Spanish/English.

**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