Client Success Specialist III-19000ZQP
Would you like to be part of a market-leading business, working with some of the best known and most respected brands and helping them to challenge the status quo? Would you like to help drive success in one of the fastest growing SaaS markets in the world ?
Oracle Marketing Cloud was built with the mission to change the way that the world does marketing in the digital age. We’re a marketing cloud software and services leader that’s helping companies take advantage of technologies like email, mobile, social, display, and the web to drive up revenues and build lasting relationships with consumers. Oracle Marketing Cloud is focused on delivering best-in-class software and service for digital marketing capability.
We are looking for an experienced Customer Success Manager to work with our Oracle Marketing Cloud customers across India.
Responsibilities will include… Managing a set of your own customer accounts Ensuring complete customer satisfaction Ensuring customer contract renewals Increasing customer revenue Driving Product upsell and Services cross sell opportunities Enhancing customer’s Marketing Success Supporting the Director of the APAC Customer Success Team
To succeed in this role, this individual must have an outstanding customer orientation along with a passion and ability to develop a deep understanding for: The Oracle Marketing Cloud solutions and how clients should use our software and services The online marketing processes, goals, and objectives of your customer base.
To maximize client success and satisfaction: Develop excellent understanding of the Oracle Marketing Cloud solutions and how they apply to your client’s online marketing, lead nurturing and email marketing objectives. Navigating service issues appropriately as well as uncovering needs that result in service opportunities for high client value are critical aspects of this role. Serve as the escalation point for account satisfaction issues. Ability to prioritize and focus based on customer impact, expectations, and revenue/cost. Establish high referenceability for Oracle Responsys Interact and Oracle Eloqua platforms. Interface with other groups in the Oracle Marketing Cloud APAC organization, including technical support, deliverability, education, and professional services.
To drive retention and growth targets: Drive retention and renewal for the customer base and increase overall contract values. Create / identify and help close additional revenue opportunities for product, consulting/education, and support offerings. This requires excellent product and domain knowledge along with a good understanding of the client organization, buying process, marketing initiatives, and overall level of satisfaction with Oracle Marketing Cloud software.
Desired Skills and Experience 5+ years business experience working with prospects and customers in a sales, service, or marketing capacity. Experience/education in digital marketing a significant plus. Passion for servicing customers to achieve outstanding satisfaction. First class business development: proven experience identifying, developing and closing selling opportunities and expanded business relationships. Experience with Software as a Service (SaaS) enterprise software applications from a user standpoint. Examples include CRM software, business intelligence, web analytics, and campaign management applications. Strong communication skills (both oral and written). Possess excellent negotiation skills Prior experience with administering contracts and documenting account plans. This role will service a substantial number of clients; successful candidates must have exceptional time and task management skills as well a strong process orientation. Proven problem-solving skills in both business and technical environments; understand issues, anticipate needs, and drive problems to resolution. Ability to work independently, learn quickly and be proactive. Strong organization follow through and documentation skills suitable for client communication. Periodic face-time with customers is crucial and thus travel would be required based on location of assigned clients.
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 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.