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Posted: Thursday, 5 January 2017, 1:37 AM

Overview As a Customer Success Manager (CSM), you will maintain post-sales contact to own the successful and ongoing relationship with an assigned customer base to achieve a high level of customer satisfaction and loyalty. You will guide our customers in providing outstanding customer experiences, specifically with regard to their operations, and to meet their business objectives. A significant part of the role is to become a cloud solution expert in order to be a strategic advisor to develop long term partnerships with our customers to ensure they remain successful by realizing the full value of their investment with us. Ultimately, you will provide advice and best practices to assist the customer maximise adoption of their purchased solution, ensuring renewal of their contract as well as identifying expansion opportunities. You will also play a concierge and customer advocate role by being a liaison between our customers and Oracle’s internal teams that support the customer’s solution and platform. You will ensure that needs and/or requirements considered critical to the success of these customers are communicated and managed throughout the Oracle organization. Success in this role is demonstrated by retaining contract renewals, achieving an expansion value, customer reference ability and solution utilisation. Mandatory Qualifications and Experience · Demonstrated experience providing SaaS vendor services to nominated customers · Demonstrated capability to build and maintain strong relationships with a diverse set of internal and external business owners and stakeholders across all organisational levels · In-depth knowledge of the following business areas: Customer Service Contact Centre Human Capital Reporting Feedback & Survey Advanced organization, time management and project management skillsAdvanced English written and verbal communication skills · Demonstrated experience in package systems implementation (CRM, Human Capital Management, ERP, Consulting experiences) and/or customer facing relationships · Understanding of various technical architectures and operating systems Demonstrated experience to lead customer deep dive process observations and review with view to recommend improvementsDemonstrated experience to write and present Solution Review report and recommendations Bachelor’s degree in computer science, business, or related field or equivalent work experienceSignificant work experience in an external customer facing roleTeam player who will innovate to continue improving the way Oracle services its customers Desired Attributes · Confident and assertive · Positive disposition · Self-starter and comfortable to work autonomously · Ability to place oneself in customer’s shoes · Ability to balance customer needs with Oracle’s needs Willingness to 'roll up one's sleeves' and assist wherever needed Specific industry experience is desired but no essential Preferred Qualifications and Experience · Working knowledge of the following business areas: Digital Marketing Sales Force Human Capital Management Ability to lead cross functional business and technical teams to provide timely issue resolution Ability to create and sell business cases to customer and internal teams Detailed Description and Job Requirements · Develop long term partnership with customers, remotely and in person, to ensure they remain successful by realizing the full value of their investment and linking benefits back to the customer’s key business issues · Drive maximum adoption of Oracle solution by regular reviews and discussions to highlight key results, metric analysis and process/procedure changes to demonstrate value and ROI · Ensure customer continues to renew contract with Oracle with favourable terms and conditions · Identify and drive solution and service expansion and new business opportunities by presenting and recommending new Cloud products, services and partner solutions · Responsible for maintaining a high level of customer satisfaction by being a liaison between our customers and Oracle’s internal operations · Execute and maintain Client Reference program · Maintain current and accurate account information and contact information within assigned customer database · Participate with Regional Sales Managers in the preparation and execution of individual customer sales strategies · Work closely with the Solution Sales Leadership, Product Champion and Marketing team to initiate and participate in the development, implementation, communication and monitoring of customer success stories (e.g. Case Studies, speaking engagements, quotes for articles or releases, etc) · Work closely with the Solution Sales Leadership, Product Champion and Marketing team to develop regular customer interactions (e.g. user group meetings/events, newsletters, webcasts, etc) · Be a liaison point between customer and Oracle’s internal team and partners (e.g. Consulting, Cloud Technical Support, Customer Care, Product Development, Hosting, Accounting and Product Management). · Provide input into the Customer Success methodology and direction · Leading contributor individually and as a team member · Provide direction and mentoring to newer team members Travel 10% - 33%, dependant on customer assignment

Drive maximum adoption of Oracle solution and identify/drive product expansion opportunities via high value relationship with the client. Develop long term partnership with our clients to ensure they remain successful by realizing the full value of their investment with us to ensure client continues/renews contract with Oracle. 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. Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Recommended 7 to 10 years of professional experience. Demonstrated experience in package systems implementation (CRM, ERP, Consulting experiences) or client facing relationship experience. Understanding of various technical architectures and operating systems. Industry experience is desired.

Click here for more info: https://oracle.taleo.net/careersection/2/jobdetail.ftl?job=1600122J&lang=en


• Location: Perth, West Perth

• Post ID: 26660367 australia
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