Client Success Specialist IV
Aconex
Mumbai IN
3d ago

Job Summary

Client Success Specialist IV-19000ZW4

Overview

As a Customer SuccessSpecialist (CSS), you will maintain post-sales contact to manage the successful and ongoing relationship withan assigned customer base to achieve a high levelof customer satisfaction and loyalty.

You will guide our customersin providing outstanding customer experiences, specifically with regard totheir operations, and to meet their business objectives.

A significant part ofthe role is to provide advice and best practices to assist the customermaximize adoption of their purchased solution, ensuring renewal of theircontract as well as identifying expansion opportunities.

You will also play aconcierge and customer advocate role by being a liaison between ourcustomers and Oracle’s internal teams that support the customer’s solution andplatform.

You will be responsibleto work with the customer to ensure successful implementation, drive adoptionand usage. You will help the customer define success criteria and help realizebusiness benefits.

Success in this role isdemonstrated by retaining contract renewals, achieving an expansion value,customer reference ability and solution utilization.

Mandatory Qualificationsand Experience

  • Demonstrated experience providing SaaS vendor services tonominated customers
  • Demonstrated capability to build and maintain strong customerrelationships with a diverse set of internal and external business owners andstakeholders across all organizational levels
  • Intermediate work experience in an external customer facing role
  • Knowledge of the following business areas :
  • EnterpriseResource Planning
  • EnterprisePerformance Management
  • Reporting
  • Advanced English written and verbal communication skills
  • Team player who will innovate to continue improving the way Oracle services its customers
  • Desired Attributes

  • Confident and assertive
  • Positive disposition
  • Self-starter and comfortable to work autonomously
  • Ability to place oneself in customer’s shoes
  • Ability to balance customer needs with Oracle’s needs
  • Detailed Description andJob Requirements

  • Develop remote long-term relationship with customers to assistthem successfully realize value for their investment
  • Identify and drive solution and service expansion by presentingand recommending new features and functionality
  • Responsible for maintaining a high level of customer satisfactionby being a liaison between the customer and Oracle’s internal operations andpartner (e.
  • g. Consulting, Cloud Technical Support, Customer Care, ProductDevelopment, Hosting, Accounting and Product Management)

  • Ensure customer continues to renew contract with Oracle withfavorable terms and conditions
  • Execute and maintain Client Reference program
  • Maintain current and accurate account information and contactinformation within assigned customer database(s)
  • Work with the Oracle internal teams to participate in thedevelopment, implementation, communication and monitoring of customer successstories, event, workshops, etc
  • Provide input into the Customer Success methodologyand direction
  • Leading contributor individually and as a team member
  • Provide direction and mentoring to newer team members
  • Detailed Description and Job Requirements

    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 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. Work with larger clients. Provide input into the CSM methodology and direction.

    Act as mentor to newer CSMs on a voluntary basis.

    Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical / business skills in area of specialization.

    Recommended 7 to 10 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.

    Oracle

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