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Customer Success Manager

4 weeks ago

North Ryde, Australia Oracle Full time

As an advocate for their customers, the CSM has an in depth understanding of their clients and what they wish to achieve through their engagement with the CEGBU. They use this knowledge to design, build and execute plans to improve adoption, engagement and growth. Whilst not being the technical expert they understand the products, know their value propositions and the niche that they fill in the market. The CSM collaborates with cross-functional teams such as pre-sales, professional services, product and support in order to secure successful customer outcomes.

Career Level - IC3

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The Construction and Engineering division (CEGBU) within Oracle has an opening for a people-focused Customer Success Manager (CSM) to join our Construction and Engineering team in Australia. The CEGBU has a suite of products covering portfolio planning, risk management, scheduling, information management and contract and payment management. This role focuses on our SaaS products which include Aconex, OPC, P6, & Unifer.

What you’ll do:
Develop and grow relationships to ensure adoption, expansion & retention
Establish yourself as a trusted advisor by having an in depth understanding of your client’s business and how the CEGBU products can help assist with business problems
Be in regular contact with the customer ensuring that they are tracking to their goals, that they are aware of new releases and the benefits that these will bring to their business
Proactively identify and mitigate risks that may impact a positive relationship and/or renewal
Regularly report on customer health and actions proposed and/or taken to positively increase customer health
Keep up to date with product releases updating your understanding of product value propositions across suite of products.
Participate in the team bringing your unique perspectives to the table helping the team to continuously improve
Advocate for your clients driving towards win-win solutions
Display a client mindset, and knowledge of Oracle enabling you to pull in the right people in at the right times.
Work is expected to be a mix of remote and in person

About You:
Passionate about building relationships and growing a network of contacts
3+ years customer relationship experience (SaaS experience is preferred)
An adaptable self-starter who takes initiative
Exceptional organisational, presentation, and communication skills, both verbal and written
Positive attitude & enjoys celebrating customer and team success
Collaborative, ability to work with multiple departments/roles

#LI-DNI

What you’ll do:
Develop and grow relationships to ensure adoption, expansion & retention
Establish yourself as a trusted advisor by having an in depth understanding of your client’s business and how the CEGBU products can help assist with business problems
Be in regular contact with the customer ensuring that they are tracking to their goals, that they are aware of new releases and the benefits that these will bring to their business
Proactively identify and mitigate risks that may impact a positive relationship and/or renewal
Regularly report on customer health and actions proposed and/or taken to positively increase customer health
Keep up to date with product releases updating your understanding of product value propositions across suite of products.
Participate in the team bringing your unique perspectives to the table helping the team to continuously improve
Advocate for your clients driving towards win-win solutions
Display a client mindset, and knowledge of Oracle enabling you to pull in the right people in at the right times.
Work is expected to be a mix of remote and in person

About You:
Passionate about building relationships and growing a network of contacts
3+ years customer relationship experience (SaaS experience is preferred)
An adaptable self-starter who takes initiative
Exceptional organisational, presentation, and communication skills, both verbal and written
Positive attitude & enjoys celebrating customer and team success
Collaborative, ability to work with multiple departments/roles

#LI-DNI