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Customer Success Manager

Remote (United States)

Come join us!


The Oracle Construction and Engineering Global Industry Unit (CEGIU) has an immediate opening for a Customer Success Manager (CSM) in our Americas General Accounts team. This individual will be responsible for managing a portfolio of engineering and construction clients located in North and South America.


The successful candidate will have at least three years of progressively responsible experience in the customer success discipline in the SaaS space. Candidates with experience in client services, account management or professional services, with a strong emphasis on customer engagement and service delivery, will also be considered. 


Oracle CSMs guide customers through onboarding and implementation phases to accelerate time to value. We recommend good practices for ongoing cloud processes such as release strategy and management. We help customers realize continuous value by supporting product adoption and sharing tips to deepen a customer's skills. We help customers align their key business needs, processes, and goals by guiding them to achieving their ever-evolving desired outcomes. 


As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs.


This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.In this role, you will be considered the lead customer liaison for a large number of accounts.


Job duties are varied and complex, needing independent judgment. May have project lead role. Because of the nature of this position, a proven track record of demonstrated working skills including, but not limited to, excellent verbal and written communication skills, project management skills, ability to multitask and work under pressure, and (most importantly) an unabbreviated commitment to ensuring customer success. Bachelor's Degree in either communications or information systems, previous account management and customer-focused experience, training experience in a software environment, prior working knowledge of or the desire to quickly learn about Oracle's products, and six years related experience.


The right CSM would possess the following mix of skills, traits and abilities:

  • Product and Industry Knowledge – Modern CSMs need to be technologically savvy, especially in the construction technology space. CSMs must have and maintain a strong knowledge of our products and services. We're often one of the first contacts a customer has with our business, and there are no do-overs when it comes to first impressions. If a customer feels the CSM doesn't understand their product, service or industry, they may think our offerings are too complicated and take their business elsewhere. Having a demonstrable understanding of our offerings inspires trust and respect. We are looking for candidates with construction industry knowledge (industry, process, terminology) and knowledge of either Oracle Aconex, Primavera Cloud, P6 EPPM or Unifier. Candidates with other construction technology product knowledge will also be considered.
  • Understanding Data – Although it might not be obvious, a large part of a CSM's job involves managing data. The CSM will analyze short-term and long-term data to paint a complete picture of what is going on with our customers. You should be able to explain what's going on, infer trends from that data, and ensure you keep that information secure.
  • Project/Time Management – Good CSM's will have above ordinary project and time management skills. The CSM is the cog that keeps our business turning. Both customers and colleagues rely on us to make sure things are running smoothly – if the CSM isn't on top of things, these relationships can quickly fall apart. A CSM who can't manage their own time is bad, but a CSM who can't manage (and be respectful of) a client's time is even worse. 
  • Problem Solving – One of the most important aspects of a CSM's skillset is their problem-solving abilities. A CSM provides solutions for our customers. A CSM needs to take the initiative, identify problems in the customer journey and offer tailored solutions to each issue.
  • Communication – Building successful customer relationships largely rests on how well a CSM communicates. Every customer faces unique challenges in their journey, and it's vital for them to feel heard. A good CSM will know how to listen to a customer, understand their challenges, and then communicate effective solutions.
  • Advocating – CSMs are the voice of our customers. Our responsibility is to advocate on their behalf, driving their requirements with key stakeholders within our business to support their ever-evolving desired outcomes.
  • Collaborative – Working well with others is critical for a CSM. We're looking for someone that excels in leading and influencing in a matrixed environment. You should be a strong team player that's willing to share your experience with others and support your colleagues' success.
  • Commercial-Minded – In a mutually beneficial relationship, both parties gain. As a CSM, we need to be mindful of opportunities to expand a customer's investment in our products and services. 
  • A Cool Head – The problems our customers face will vary. When new (and occasionally frustrating) problems arise, it's essential to have a CSM who can think on their feet and keep a cool head. We're the bastion of sanity for customers, and if we lose our cool, it's all too easy for customers to become flustered as well.


Candidates must reside and be able to work in the United States.


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. https://www.oracle.com/corporate/careers/culture/diversity.html


Life at Oracle:

An Oracle career can span industries, roles, countries and cultures, giving you the opportunity to tackle new roles and challenges, while blending work and life. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry. To nurture the talent that makes this happen, we work hard to build a vibrant and inspiring workplace that celebrates diverse, hardworking teams where everyone can contribute. We take care of each other, and value giving back to the community. We have flexible work arrangements and offer benefits including generous paid parental leave and comprehensive premium medical insurance.


We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.


Career Level - IC3


Responsibilities

In this role, you will be considered the lead customer liaison for 4 -10 strategic, top-revenue Support accounts, and will attend one-on-one meetings with representatives of the strategic accounts. You will be responsible for managing internal projects, such as creating internal training curricula and schedules, presenting across lines of businesses, identifying and driving productivity improvement opportunities, coordinating, preparing and qualifying Premier Analysts for Customer Visits and employee mentoring.


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: from $26.97 to $54.13 per hour; from $56,100 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.


About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.


When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.


We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.


Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency.


We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.


We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.


Disclaimer:

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.


Which includes being a United States Affirmative Action Employer

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