Customer Success Manager

Oracle Nashua , NH 03060

Posted 2 months ago

Leads process improvement initiatives through the disciplined use of measurements, accountability, analysis and discussion of process alternatives in order to arrive at best practices.

Plans, manages, and controls the activities of a team that provides operational support for a business segment, group or team. Brings expertise or identifies subject matter experts in support of multi-functional efforts in process improvement, data capture and analysis, infrastructure support, tool ownership and compliance with procedures, etc. Advises business groups by providing strategic direction to initiative prioritization, integration and resource application. Ensures that policies and procedures align with corporate vision. Selects, develops, and evaluates personnel ensuring efficient operation of the function.

Leads a specialized area which may have diverse functional elements. Frequently interacts with supervisors and/or functional peer group managers. May interact with senior management. Demonstrated leadership and people management skills.BA/BS degree preferred.

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.

Oracle is growing its Virtual Networking team within its rapidly growing Cloud Infrastructure engineering organization. OCI is focused on creating new Cloud (IaaS) services from scratch - compute, storage, networking, database, security, and an expanding set of foundational services, operating at high-scale in a broadly distributed multi-tenant cloud environment. We need individuals with experience in a customer-facing role to help us triage and manage customer inquiries and expectations.

The objective of the Customer Success team within the Virtual Networking organization is to provide support to enable the successful, efficient and effective operation of the customer inquiry queue emphasizing customer satisfaction and retention. We are looking for a highly-motivated leader who will manage a talented team and drive them toward success, all while working closely with both internal and external stakeholders and our customer base. This role will also be responsible for the execution of critical customer-centric projects. Prior experience in managing projects and people are essential pre-requisites for you to be successful in this role.

Responsibilities:

  • Manage a team of Customer Success Coordinators in Nashua, NH

  • Provide the team members mentoring and guidance on their career growth

  • Provide technical guidance and leadership to team projects being executed

  • Escalation point for internal and external inquiries

  • Manage a queue of customer inquiries

  • Maintain communication with key stakeholders and customers

  • Respond to customer inquiries/requests and track them using Salesforce

  • Work closely across the organization to follow up and properly service customers

  • Participate in the development and completion of special projects as assigned

Job Requirements/Qualifications:

  • 0-2 years people management or tech lead experience

  • Hands-on work style - "can do" attitude with a strong desire to make things happen

  • Enthusiastic, positive energy, and eagerness to learn

  • Detail-oriented, analytical, logical, methodical and organized

  • Team player who takes initiative and works constructively with others to achieve goals

  • Stellar verbal and written communication skills.

  • Flexible, resourceful, team player that is able to thrive in a fast-paced, constantly changing environment

  • Experience with Excel/Word/like Office systems and Salesforce a big plus

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