Oracle IaaS Customer Success Manager/Specialist in Hamburg, Germany
IaaS Customer Success Manager/Specialist
1 x IaaS Field Customer Success Manager (CSM)
Oracle Public Cloud Customer Success Team
The workforce is increasingly mobile. Customers are social and digital natives. Security has never been more paramount. To meet these shifting market demands, businesses must accelerate their digital transformation— simplify operations, speed innovation, and hone their competitive edge.
Oracle offers an integrated array of applications, databases, servers, storage, and cloud technologies to empower modern business including public, on-premises, and hybrid clouds—to ensure that technology flexes to the unique needs of a business. Oracle Cloud is a complete, integrated stack of platform, infrastructure, and application services. More than 420,000 customers across 145 countries have harnessed Oracle technology to accelerate their digital transformation.
Oracle EMEA CSM Overview
Oracle’s Cloud Customer Success Organization is a focused group of Cloud Customer Success experts whose mission is to drive successful Oracle Public Cloud utilization and replenishment through the proactive management of all facets of the customer engagement lifecycle. Join one of the most visible areas of Oracle’s continued success with Cloud; this is an exciting opportunity to be part of, and help shape, this new function.
Reporting into the Director of the EMEA IaaS Customer Success team, the CSM will be responsible for fusing and complementing the relationship between The Oracle Public Cloud and our customers core business objectives and priorities thereby driving increased business value and alignment between Oracle and its valued customer community.
The Customer Success Manager will be responsible for driving customer adoption through successful onboarding and utilization of the IaaS services. They will need to proactively identify and prioritize opportunities, and collaborate with PreSales, Support, Sales, Development, Consulting and Partners (etc) to improve the customer’s use of Technology Cloud. This will include problem solving, milestone development and ongoing state of the customer reviews to ensure that customers maximize their usage of the platform. Ultimately the success of the role is driving and securing a high level of customer satisfaction and ensuring that consumption of Oracle’s Public Cloud continues in its upward trajectory.
Drives our IaaS customers fast adoption of the services acquired, throughout the entire assigned territory
This includes customer onboarding, architectural advisory, use cases selection and implementation support.
Is accountable for a successful adoption cycle
Lead renewal and expansion IaaS contractual process throughout one’s assigned territory
Serve as the primary point of contact for customer post sale Cloud related activities
Assume responsibility for Public Cloud IaaS adoption and issues escalation
Driving high customer Satisfaction
Perform rapid assessments of clients internal technology landscape and targeting use cases and deployment targets for Public Cloud technology
Conduct regular business reviews with clients
Serve as the customers advocate and provide feedback to product management and development organizations
Partner with internal Oracle stakeholders to align account activities with the customer's business case and strategy
Prepare and educate customers on new features / services
Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needs
Develop reference accounts
Operate as key conduit for knowledge transfer to install base
10 years experience within Data Center operational teams
5 years IaaS cloud experience preferably within a Cloud vendor organization
Proven track record of proactive problem solving
An understanding of development and deployment concepts and tools that enable successful Public Cloud deployments
Enthusiasm, energy and ability to evangelize and expand the footprint of seeded markets in the public cloud platform
Broad knowledge and experience in Public Cloud ecosystem and IT infrastructure elements
Experience in a customer-facing role such as presales-consultant, solutions engineer or hands on Customer Success Manager in the Cloud ecosystem
Core hands on foundational skills based on middleware and database development
Excellent communication skills, external customer communication, but also internal communication, including SR tracking, issue identification and triage as well as escalation protocols
Flexibility, this is a high growth area that requires agility
Fluent English as well as local language mandatory
Ability to travel within own country / region. Assume up to 40%.
Recruitment Business Partner EMEA Consulting
Fix : 41 225 562 666 / Mobile 41 79 385 2492
WTC II, Route de Pré Bois 29
Detailed Description and Job Requirements
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.
Other Locations: DE-DE,Germany-Potsdam, DE-DE,Germany-Hamburg, DE-DE,Germany-Muenchen, DE-DE,Germany-Dreieich-Sprendlingen
Job Type: Regular Employee Hire