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Principal Client Success Specialist

1 month ago

Melbourne, Victoria, Australia Cerner Full time
Job Description

As a key member of our Customer Success team, you will play a crucial role in ensuring the timely renewal of Oracle Maintenance contracts with existing customers in the ANZ region. Your primary responsibility will be to educate and guide customers throughout the renewal process, delivering an exceptional customer experience while effectively executing renewal plans.

The ideal candidate will possess strong technical skills, including negotiation, influence, strategic planning, and organizational awareness. You will work in partnership with multiple LOBs, providing professional support and helping to optimize renewal revenue.

  • Follow up with customers via email and phone to ensure timely renewal of Java SE Subscription contracts.
  • Create Opportunity IDs, budgetary quotes, and book renewal deals for direct customers.
  • Update forecasts and communicate status as needed to Java Sales management.
  • Work with the Java Sales Channel Support team to enter and book indirect deals.
  • Achieve quarterly assigned sales quotas.
  • Actively engage clients to ensure continued renewal of Java SE Subscription.
  • Build relationships and negotiate with existing customers, serving as the primary account manager.
  • Ensure the accuracy and timely submission of Licenses/maintenance renewal quotes within assigned territory.
  • Identify co-termination and reinstatement opportunities, taking an account management approach.
  • Demonstrate the ability to personally plan for achievement of performance goals and exceed quota for the assigned territory.
  • Maintain accurate forecast and activities for assigned region in the CRM.
  • Leverage cross-functional resources to achieve results and meet customer needs.
  • Handle escalations, provide solutions, and alternatives within time limits, following up to ensure resolution.

Career Level - IC4

At Oracle, we're committed to expanding our inclusive workforce, promoting diverse insights and perspectives. We've partnered with industry-leaders in almost every sector and continue to thrive after 40+ years of change, operating with integrity.

We offer a highly competitive suite of employee benefits, designed on the principles of parity and consistency. We put our people first, with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability, please let us know.

Disclaimer:

Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, and protected veterans' status, or any other characteristic protected by law.

* Which includes being a United States Affirmative Action Employer

The Customer Success team is designed to be the primary team following up on high run rate Java SE Subscription renewal transactions. This role involves writing formal email correspondence and following up with Java Sales customers for the express purpose of renewing Java SE Subscription contracts.

Develop long-term partnerships with clients to ensure they remain successful by realizing the full value of their investment with us. 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.

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