Customer Success Manager - SaaS

Oracle (Thailand)

Oracle (Thailand) (Bangkok, Bangkok City, Thailand)

Bangkok, Thailand

We’re a cloud technology company that provides organizations around the world with computing infrastructure and software to help them innovate, unlock efficiencies and become more effective. We also created the world’s first – and only – autonomous database to help organize and secure our customers’ data. Oracle Cloud Infrastructure offers higher performance, security, and cost savings. It is designed so businesses can move workloads easily from on-premises systems to the cloud, and between cloud and on-premises and other clouds. Oracle Cloud applications provide business leaders with modern applications that help them innovate, attain sustainable growth, and become more resilient. The work we do is not only transforming the world of business--it's helping defend governments, and advance scientific and medical research. From nonprofits to companies of all sizes, millions of people use our tools to streamline supply chains, make HR more human, quickly pivot to a new financial plan, and connect data and people around the world. At work, we embrace diversity, encourage personal and professional growth, and celebrate a global team of passionate people developing innovative technologies that help people and companies tackle real-world problems head-on.

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Job function: Customer Service

Industries: Information Technology Management and Consultancy Services

About this position

The Customer Success Manager at Oracle SaaS is responsible for ensuring the success of SaaS customers, driving value from their investment, and expanding their usage. The role involves collaborating with sales teams, developing account strategies, maintaining customer relationships, and coordinating activities across different pillars.

Responsibilities

• Collaborate with the Sales Manager and broader account team to develop and deliver an overall account strategy and plan for the customer, that directs company resources to encourage renewal and return of investment cross pillar.
• Develop and maintain a continuous close relationship with the relevant Account Team throughout the customer lifecycle.
• Facilitate relationships across various customer teams, brands, and/or departments to further strengthen Oracle’s partnership with customers.
• Regularly provide visibility of account at an executive level both internally and externally, defining progress against customers’ business objectives; any metrics that define success to the customer (return on investment); and identifying risks and appropriate mitigations.
• Deliver regular business reviews and success plans to senior executives and key business collaborators.
• Coordinate cross pillar activities across the account to ensure significant achievements for your customer such as upgrades, new releases and new features are managed effectively and with no adverse impact on co-existing pillars and identifying lessons learnt for future achievements within or across pillar.
• Engage and understand the customers cloud strategy within and cross pillar in order to guide the customer by providing resources that can assist their strategic business direction across pillar.
• Support other CSMs in their role acting as a ‘coach’ in working effectively with the customers support service to ensure it is being effective for enhancement requests and blocking issues.
• Develop a strong relationship with the senior leadership in your customer on a technical and business level.
• Support in collaborating with Oracle’s Reference team to ensure ‘reference fatigue’ is avoided and customers can take advantage of our reference program.
• Understand the value of the internal Oracle processes and tools available to

Requirements

• Creative person who loves a challenge.
• Experienced and self-motivated individual.
• Ability to work at a strategic level across all product pillars in the cloud.
• Strong communication and collaboration skills.
• Ability to develop and deliver account strategies.
• Relationship-building skills with customers and internal teams.
• Ability to provide visibility of account progress at an executive level.
• Strong understanding of cloud strategies and business direction.
• Leadership skills to guide and support other CSMs.
• Ability to develop strong relationships with senior leadership.
• Familiarity with Oracle’s internal processes and tools.

Benefits

Huneety A.I Salary Estimate

52,000 - 86,000 THB per month