- Promote and educate customers on the resources and wider customer communities available to the customer. These are the forums which will encourage engagement, drive future projects forward and optimal utilization.
- Act as a 'coach' in working effectively with the customers support service to ensure it is being effective for enhancement requests and escalations.
- Develop and maintain a continuous close relationship with the relevant Application Sales Representative(s) throughout the customer lifecycle.
- Where applicable partner with the account team to develop successful account strategies and plans that direct company resources to encourage renewal and return of investment cross pillar.
- Diligently and consistently update the internal Customer Relationship Management system (this is currently called Customer Lifecycle Management (CLM)) with the customer's business objectives and any metrics that define success to the customer . return on investment and known product usage and business strategies.
- Understand the value of the internal Oracle processes and tools available to assist your search for answers and for pro-active planning.
- Engage and understand the customers cloud strategy and the guide them by providing resources that can assist their strategic business direction.
- Guide your customer through significant service milestones such as upgrades, new releases, and new features.
- Monitor SaaS service usage and advise customers on contractual compliance.
- Help customers with timely renewals and record possible expansion opportunities to drive pipeline growth.
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Principal Customer Success Manager - Dalian, 中国 - Oracle
描述
The SaaS Customer Success Services organization aims to maximize SaaS revenue to Oracle and increase value contribution to our SaaS customers by:
Driving the most agile and efficient renewal process while expanding existing SaaS customers
Providing best of industry service to maximize customer satisfaction and enable business requirements
Leading innovation, expertise and specialization through a high-performance organization
The Customer Success team aims to build strong customer relationships across our SaaS portfolio to drive customer adoption and satisfaction to protect the SaaS renewals business, maximize revenue and minimize cancellations.
Success will be realized through effectively managing value-added customer engagements, leading to increased customer satisfaction, higher renewal rates contract base growth and customer references.
Career Level - IC3
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