Customer Success Manager | Construction & Engineering
Oracle
- Riyadh
- Permanent
- Full-time
- Develop long-term partnership with customers to ensure they remain successful by realizing the full value of their investment to ensure renewals and expansions.
- Act as the main point of contact for Oracle customers and acts as a point of escalation for your customer's critical issues
- Works closely with the Account Management and Sales teams to support strategic client initiatives
- Manages and supports the delivery of the Operational Plan and Key Success metrics as required to support a successful renewal and expansion.
- Develops and maintains relationships with senior management across lines of business and third parties.
- Plans and deploys support activities to ensure effective delivery within agreed budgetary constraints.
- Manages change, risk, issues, and monitors the client status and 'health' to support customer satisfaction levels
- Advises the customer on effective and efficient way to use Oracle support services and products, tools, systems, interfaces, and procedures.
- Manage on-boarding, upgrades, patching and other change management activities for cloud customers
- Guide customers through significant service milestones such as upgrades, new releases etc.
- Drive customer adoption working with internal CEGBU teams (Product, Engineering, Sales, Provisioning, etc.)
- Assures and improves the quality of the service, maintaining accurate account information.
- Communicates opportunities for customers to engage with Oracle such as technical events and business seminars.
- Assists in the renewal of client agreements and contributes to pre-sales activities where required.
- Provide generic best practices and industry benchmarking materials via self-service and proactive push communication.
- Collaborate with Oracle's Marketing team by encouraging customer advocacy and creation of case studies to help maintain the Customer References program
- Identify expansion opportunities via high value relationship with the client
- Significant experience with the CEGBU products and/or targeted industry knowledge
- Significant experience with cloud-based/SaaS solution offerings and a passion to communicate their value to clients.
- Proven ability to develop and cultivate lasting customer relationships
- Superior customer management and communication skills
- Proven track record in working in a customer facing role via remote programs
- Proven track record in addressing customer portfolios via programmatic execution
- Ability to lead cross functional business and technical teams to provide timely issue resolution
- Strong problem solving and troubleshooting skills
- Project Management experience with proven capability to lead cross functional business and technical teams to provide timely issue resolution
- 8+ years' relevant work experience
- Strong account management skills acquired through advanced training, study and experience.
- Extensive exposure to large/medium accounts needing subtle management often in difficult circumstances.
- A competitive salary with exciting benefits
- Learning and development opportunities to advance your career
- Employee resource groups that champion our diverse communities
- Core benefits such as life insurance, and access to retirement planning
- An inclusive culture that celebrates what makes you unique
- Which includes being a United States Affirmative Action Employer