The objective of the Customer Success Manager (CSM - Implementation) is to help customers in achieving maximum value in the shortest possible time of their new SaaS services. In this role you will act as a single point of coordination for customer implementation project teams, being a trusted advisor and advocate to the customer, working closely with the customer’s implementation partner to monitor the implementation and providing best practise advice, guidance and enablement. In this role you will need to put strong programme management skills to assess the implementation risks and your influencing skills to position these with the customer, together with possible mitigation actions.
As part of the role you will continuously improve on your implementation related customer network and internal relationships, working closely with sales and Field and Digital customer success managers, ensuring they have a clear understanding of the implementation status, risks and activities and allowing them to focus on further adoption of Oracle products within our customers. You are part of one team, all responsible for delivering value to the customer.
Essential Duties and Responsibilities Advise and enable customer and Implementer in strategic Implementation Projects Responsible for performing the following risk assessments (Specialist services) Implementation Readiness Assessment Ongoing Project health tracking and Assessment (Optional) Go-live Readiness Assessment Monitor progress and work with Oracle internally accountable stakeholders, e.g. Support, Development and Cloud Operations for issue resolution Build strong trusted relationships with the customer and implementer’s management teams with the objective to be a trusted advisor and enable you to influence the customer’s implementation decisions. Monitor implementation progress providing guidance/advise to proactively mitigate any risks/issues identified Manage Escalations and issue resolution with all LOBs Monitor SR management: ensure Support owns and drives issue resolution. Educate customers and Implementers about their responsibilities in terms of SR management. Co-ordinate all XLOB activities associated to the customer’s implementation to closure Represent Oracle during partner lead Implementation project at project/program level Become the customers advocate in Oracle for their implementation Provide best practice guidance, advise and enablement to the customer, covering their SaaS implementation services Communicate internally to ensure all internal stakeholders are aware of the implementation status, key risk, issues and activities Follow the implementation Framework when engaged on customer implementations Work closely with the Implementer to monitor their implementation approach and resourcing on the project Assess the Implementer project team and on the project and provide feedback/guidance to the where there is any associated risk Education of customers and implementer about SaaS Implementation best practice including workshops, refresher sessions and coaching with the objective that customers and implementers become self-sufficient – ‘teach to fish’ principle Work closely with the wider customer success team and other LOBs to understand the business plans and where possible support to identify possible expansion opportunities. Assess completion of the Implementers work. Ensure successful handover to the CSM towards go-live, keeping them informed throughout the implementation to make the final handover smoother. Work closely with the CSM to gain customer approval to be a reference.
Essential Background: Experience in a customer facing role involving cloud based/SaaS technology with collaboration of senior stakeholders
·5+ years + relevant experience of managing complex SaaS product implementations Proven ability to successfully lead and deliver implementation Ability to manage multiple parallel engagements with different customers Delivery experience in implementing Oracle SaaS products in HCM, ERP, CX product pillars.
·Degree in related field, Computing or Business & Information Technology preferred.
·Implementation experience of SaaS projects, ideally Oracle SaaS
·Broad understanding of large complex solutions and implementation risks
Essential Skills & Abilities:
·Written and verbally communicate a complex message in a simplistic way.
·Ability to build trusting relationships
·Logical and methodical approach to problem solving
·Team Working and Collaboration
·Confident and engaging presentation skills, personable, positive, approachable & tenacious
·Extremely Diligent & Succinct Organisation & Communication skills.
·Remain calm and controlled under pressure
·Strong desire to learn and develop personally.
·Strong time management work ethic and focus on delivery.
Mirroring & ability to engage and be engaging at all levels