Principal Customer Success Manager

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia Oracle Full time
Principal Customer Success Manager (IC Q

Applicants are required to read, write, and speak the following languages: English

Preferred Qualifications

JOB DESCRIPTION

Position:
Principal Customer Success Manager (IC3)

Location:
Kuala Lumpur

About Customer Success Services:

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 highperformance organization


The Customer Success team aims to build strong customer relationships across our SaaS portfolio in ASEAN 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.


Job description

  • 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 and CSE 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 e.g. 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 proactive planning.
  • Use customer surveys for product and service feedback to help product management define the product roadmap and create continuous performance improvements across all teams.
  • Collaborate with Oracle's Reference team to ensure 'reference fatigue' is avoided and customers can take advantage of our reference program.
  • Engage and understand the customers cloud strategy and the guide them by providing resources that can assist their strategic business direction.
  • Deliver regular business reviews and success plans to senior executives and key business stakeholders.
  • 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.

Essential Background

  • Strong background in Oracle Cloud Applications and related technologies with relevant certifications.
  • Graduate degree or diploma.
  • Experience in a customer facing role involving cloud based/SaaS technology with collaboration of senior stakeholders.
  • Proven ability to develop and cultivate lasting customer relationships with limited resources.
  • Proven ability to manage delivery of Support and Development services to the Account.
  • Experience in consultation related to Cloud Infrastructure and Design for large projects.
  • Experience in managing large programs and ability to interface with Project Services, Technical & Function Leads and provide Oversight to Implementing projects.

Essential Skills & Abilities

  • 5 to 12 Years of experience in customer facing roles such as business development, renewals, consulting, implementation, delivery, and presales on Oracle Applications.
  • Excellent ability to write and verbally communicate a complex message in a simplistic way.
  • Command over spoken English is must.
  • In addition to English, command over any of these languages will be a big plus
  • Chinese (Mandarin), Bahasa Indonesia, Bahasa Melayu, Thai, Vietnamese.
  • Team working and collaboration.
  • Confident and engaging presentation skills, personable, positive, approachable & tenacious.
  • Commercial acumen.
  • Extremely diligent & succinct organisation & communication skills.
  • Resilient, managing pressured situations effectively.
  • Strong desire to learn and develop personally.
  • Strong time management work ethic and focus on delivery.
  • Able to travel at short notice 25% of the time.
  • Mirroring & ability to engage and be engaging at all levels.

Detailed Description and Job Requirements

  • Customer Success Specialist

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Customer Connect Malaysia Full time

    At CCM, we won't forget what makes customers happy, simply because we are customers too. We are obsessively passionate about being a happy customer ourselves to remind us how to treat others the same way. We come to work every day with one simple belief - we too can make a difference for your customers. This is our lifelong goal simply because we love what...

  • Customer Success Manager

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Finastra USA Corporation Full time

    Responsibilities:Purpose of Role: The Customer Success Manager (CSM) uses industry & product knowledge, business strategy expertise, and account management skills to drive value realization for our customers from Finastra's solutions and services. Customer Success Managers partner with Account Executives throughout the customer journey to deliver value, with...

  • Customer Success Manager

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Hyppies Full time

    Ignite Customer Success in FintechDo you thrive on building meaningful customer relationships and driving results? Are you passionate about the FinTech industry and eager to contribute to a local-based diversified conglomerate?In this pivotal role, you'll play a key role in shaping our customer success strategy and fostering long-lasting relationships.You'll...

  • Customer Success Manager

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Veeam Software Full time

    Veeam, the #1 global market leader in data protection and ransomware recovery, is on a mission to empower every organization to not just bounce back from a data outage or loss but bounce forward.With Veeam, organizations achieve radical resilience through data security, data recovery, and data freedom for their hybrid cloud.The Veeam Data Platform delivers a...

  • Customer Success Manager

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Randstad Malaysia Full time

    about the companyRandstad has recently partnered with a global business software company. They are looking to hire a Customer Success Manager to be based in Kuala Lumpur.about the jobManaging churn and increasing customer retentionEducating customers with in-app help and improving customer experienceDriving account expansion with contextual offers and...

  • Customer Success Manager

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Dynatrace Full time

    As a Customer Success Manager (CSM) for our enterprise accounts, you will play a pivotal role in driving the strategic success of our customers and ensuring they realize the full value of their Dynatrace investment.At Dynatrace, we recognized the flaws in traditional post-sales customer journeys and embarked on a mission to fix them. This is why we created...

  • Customer Success Manager

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Access Full time

    **Sector**: Customer Success- **Expiry Date**: 15 May 2024- **Job Ref**: J11437

  • Customer Success Account Manager

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia LittleLives Full time

    As a Customer Success Account Manager, you are responsible for the adoption, usage and success of a portfolio of clients. By building trust and enabling the success of your clients, you will be able to drive revenue growth through renewals and upselling. You are the primary customer-facing role, and your insights and relationships will allow you to realise...

  • Customer Success Manager, Index

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia LSEG (London Stock Exchange Group) Full time

    Our global teams took on the challenge to make a difference in the way the global financial markets operate. Would you seek the same challenge?At LSEG, we help our customers achieve success by providing access to an open platform that uncovers opportunity and catalyzes change.As a Customer Success Manager, you play a key role in handling post-sales...

  • Internship - Investment

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Principal Financial Group Full time

    Responsibilities:At Principal, we invest in what matters. And building talented teams is where it all begins. We're drawn to people who bring unique perspectives, passion, and expertise to help us advance the financial security and well-being of our customers, transform our growing business, and drive positive change in the communities where we live and...

  • Internship - Investment Sales/ Strategy

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Principal Financial Group Full time

    Responsibilities:At Principal, we invest in what matters. And building talented teams is where it all begins. We're drawn to people who bring unique perspectives, passion, and expertise to help us advance the financial security and well-being of our customers, transform our growing business, and drive positive change in the communities where we live and...

  • Head of Customer Success

    4 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Randstad Malaysia Full time

    Job Description: Head of Customer SuccessCompany Overview:Randstad is partnering with a leading global fintech company at the forefront of innovation, dedicated to providing cutting-edge financial solutions to individuals and businesses worldwide. With a commitment to excellence and customer-centric approach, we empower our clients to thrive in the...

  • Head of Customer Success

    2 months ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Randstad Malaysia Full time

    Job Description: Head of Customer SuccessCompany Overview:Randstad is partnering with a leading global fintech company at the forefront of innovation, dedicated to providing cutting-edge financial solutions to individuals and businesses worldwide. With a commitment to excellence and customer-centric approach, we empower our clients to thrive in the...

  • Customer Success Representative

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Nutanix Full time

    **Hungry, Humble, Honest, with Heart.The OpportunityDo you love technology? Are you ready to transform the way companies work? If you have a passion for Enterprise Cloud Technology and a vision for the future of business; we want to talk with you.Nutanix (NTNX) is looking for a dynamic Customer Success Representative to deliver exceptional customer service...

  • Customer Success Manager

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia EZYPAY Full time

    Join an innovative, fun and Energetic Company with a great culture:- Flexible Working Conditions:- Development OpportunitiesDo you love working in a diverse, fast paced, and energetic environment? A rare opportunity exists at Ezypay for a Service Delivery Manager.Ezypay is a multi-award-winning FinTech company established in 1996, specializing in the...

  • International School Principal

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Byron Recruitment Full time

    Job Title: International School Principal with IB Accreditation ExperienceLocation: Kuala Lumpur SuburbsJob Type: Full-timeAbout Us:Byron Recruitment is a leading recruitment agency that connects top international educators and leaders with some of the world's leading international schools and organizations. We are currently partnering with a reputable...

  • Customer Success Representative

    4 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Nutanix Full time

    Hungry, Humble, Honest, with Heart.The OpportunityDo you love technology? Are you ready to transform the way companies work? If you have a passion for Enterprise Cloud Technology and a vision for the future of business; we want to talk with you.Nutanix (NTNX) is looking for a dynamic Customer Success Representative to deliver exceptional customer service and...

  • Customer Success Representative

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Nutanix Full time

    Hungry, Humble, Honest, with Heart.The OpportunityDo you love technology? Are you ready to transform the way companies work? If you have a passion for Enterprise Cloud Technology and a vision for the future of business; we want to talk with you.Nutanix (NTNX) is looking for a dynamic Customer Success Representative to deliver exceptional customer service and...

  • Customer Success Representative

    4 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Nutanix Full time

    Hungry, Humble, Honest, with Heart.The OpportunityDo you love technology? Are you ready to transform the way companies work? If you have a passion for Enterprise Cloud Technology and a vision for the future of business; we want to talk with you.Nutanix (NTNX) is looking for a dynamic Customer Success Representative to deliver exceptional customer service and...

  • Associate Customer Success Manager

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia LSEG (London Stock Exchange Group) Full time

    We are growing our team in Kuala Lumpur and looking for hardworking individuals with client-facing experience.As the Associate Customer Success Manager, you will be fostering intimate relationships and being a trusted advisor to our customers. This role focuses primarily on driving the value creation and execution of the retention strategy to ensure...