Customer Success Manager - EMEA Oracle Construction & Engineering

The Customer Success Manager, CSM, is the primary point of contact for a portfolio of cloud customers. The person filling this role is responsible for customer relationship, operational delivery, and satisfaction through the coordination of internal teams on customer facing activities, escalation management, and program visibility, as well as contributing to the overall operations of the Customer Success team via projects and process improvement work.
Ultimately, the success of this role is driving and securing a high level of customer satisfaction, based on a positive customer experience, thus ensuring expansion opportunities, referenceability and cloud renewals.
What You bring:
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.
Travel: Yes, 25 % of the Time
8-12 years relevant work experience. Strong account management skills acquired through advanced training, study and experience. Extensive exposure to medium accounts needing subtle management often in difficult circumstances.
What You will do:
Develop and manage the Oracle Support relationship with a designated number of accounts throughout engagement. Maximiz the customers’ use of Support Services, drive high degree of satisfaction and referenceability, and to protect and enhances Support revenue streams.
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
Work closely with the Account Management and Sales teams to support strategic client initiatives
Manage and supports the delivery of the Operational Plan and Key Success metrics as required to support a successful renewal and expansion.
Develop and maintains relationships with senior management across lines of business and third parties.
Plan and deploys support activities to ensure effective delivery within agreed budgetary constrain

Skills
Customer Success, Project Management, Process Improvement, Account Management

Experience
8+ yrs