Principal Customer Success Manager

6 months ago

Kuala Lumpur, Malaysia Oracle Full time

Principal Customer Success Manager (IC3) - English and Thai-2300058O

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

**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 high-performance 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 pro-active 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 and Thai is a must.
- 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**

Drive maximum adoption of Oracle solution and identify/drive product expansion opportunities via high value relations

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