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 largest and most complex 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. Interface at highest levels both internally and within clients. Assigned side projects designed to move the client success organization forward. Required to act as mentor to new CSMs
Provide leadership and expertise in devleopment of tools, processes and activities performed by the CSM group. Recommended 10 to 12 years of professional Information Systems implementation 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 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 Cloud Customer Success Specialist Cloud at Customer
Overall, the Oracle Cloud Customer Success Manager is an individual contributor role. This critical role requires excellent customer facing skills and requires hands-on technical skills in order to assess the technical environment of Oracle application and infrastructure customers and to apply networking, OS, Database and Application skills to successfully deploy applications on the Oracle Cloud.
Further,the role will spend the majority of the time developing use cases for cloud technologies for the client IT infrastructure, in order to move the client to a fully functioning cloud environment. Finally, the role will play a major part in the presales and post sales processes to bolster the revenue generation of the Oracle Cloud Products at the customer site.
Implementation Project Manager:
Executes on the value-based architecture defined in the pre-sales solution definition phase
Performs rapid assessments of client's internal technology & skills landscape, targeting use cases and deployment strategy for Oracle Cloud products
Ensures that customer applications are successfully built/ migrated and integrated into the Oracle Cloud products
Escalation Manager and Support:
Drives Oracle Cloud adoption/usage and issue escalation engaging with Cloud Ops and PM Technical team, as needed
Serves as the voice of the customer the customers advocate and provide feedback to product management and development organizations to enhance both the Service and Oracle processes
Trouble shoots issues hands-on keyboard in managed and Engineered Systems environments and to ensure the customer is using the Oracle Cloud products & features.
Escalates unresolved customer Cloud infrastructure technical issues - to be worked within the Oracle extended Cloud operations, Dev and Support ecosystem
Presales and Post Sales:
Ensures that the customer is enabled to use the Oracle Cloud products and features to increase usage
Orchestrates the continuous Oracle understanding of Oracle Cloud use case requirements and expansion aligning internal Oracle stakeholders/account activities with the customer's business case, strategy and milestone events
Drive architecture discussion and white-boarding sessions with the customer s business, IT & architecture teams to modernize/optimize or transform the customer s IT platform and infrastructure
Educates customers on new Cloud Service features and releases
Drives high customer satisfaction, as measured by customer referenceability and renewals
IaaS/PaaS : Hands-on experience with Oracle Engineered Systems/Database/Networking/Operating Systems/Storage solutions
Deep understanding of Oracle Cloud Architecture with special emphasis onHybrid Cloud Architecture
Cloud implementation and technical knowledge: preferably in most of these technologies: AWS/S3/MS Azure/VMware vSphere/ MS Hyper-V/Citrix/Rackspace/Dropbox/Splunk,
Expertise to develop a hybrid cloud architecture based on customer requirements, as defined in the pre-sales solution development phase
Knowledge of how to migrate on-prem workloads and processes to Oracle Cloud including networking and connectivity requirements
Knowledge of Oracle Applications architecture, roadmaps and strategies
Impeccable client facing and communication skills
For more information, contact:
Title:Oracle Cloud Customer Success Manager - IaaS/PaaS - US Central or US West