• Client Success Specialist II Jobs in Bangalore,India


Job Description:

Client Success Specialist II - 190011EG

Preferred Qualifications


The objective of the Customer Success Manager (CSM - Implementation) is to help customers in achieving maximum value in the shortest possible time of their new SaaS services In this role you will act as a single point of coordination for customer implementation project teams, being a trusted advisor and advocate to the customer, working closely with the customers implementation partner to monitor the implementation and providing best practise advice, guidance and enablement In this role you will need to put strong programme management skills to assess the implementation risks and your influencing skills to position these with the customer, together with possible mitigation actions

As part of the role you will continuously improve on your implementation related customer network and internal relationships, working closely with sales and Field and Digital customer success managers, ensuring they have a clear understanding of the implementation status, risks and activities and allowing them to focus on further adoption of Oracle products within our customers You are part of one team, all responsible for delivering value to the customer

Essential Duties and Responsibilities

Advise and enable customer and Implementer in strategic Implementation Projects
Responsible for performing the following risk assessments (Specialist services)
Implementation Readiness Assessment
Ongoing Project health tracking and Assessment (Optional)
Go-live Readiness Assessment

Monitor progress and work with Oracle internally accountable stakeholders, eg Support, Development and Cloud Operations for issue resolution
Build strong trusted relationships with the customer and implementers management teams with the objective to be a trusted advisor and enable you to influence the customers implementation decisions
Monitor implementation progress providing guidance/advise to proactively mitigate any risks/issues identified
Manage Escalations and issue resolution with all LOBs
Monitor SR management ensure Support owns and drives issue resolution Educate customers and Implementers about their responsibilities in terms of SR management
Co-ordinate all XLOB activities associated to the customers implementation to closure
Represent Oracle during partner lead Implementation project at project/program level
Become the customers advocate in Oracle for their implementation
Provide best practice guidance, advise and enablement to the customer, covering their SaaS implementation services
Communicate internally to ensure all internal stakeholders are aware of the implementation status, key risk, issues and activities
Follow the implementation Framework when engaged on customer implementations
Work closely with the Implementer to monitor their implementation approach and resourcing on the project
Assess the Implementer project team and on the project and provide feedback/guidance to the where there is any associated risk
Education of customers and implementer about SaaS Implementation best practice including workshops, refresher sessions and coaching with the objective that customers and implementers become self-sufficient teach to fish principle
Work closely with the wider customer success team and other LOBs to understand the business plans and where possible support to identify possible expansion opportunities
Assess completion of the Implementers work
Ensure successful handover to the CSM towards go-live, keeping them informed throughout the implementation to make the final handover smoother
Work closely with the CSM to gain customer approval to be a reference

Essential Background

Experience in a customer facing role involving cloud based/SaaS technology with collaboration of senior stakeholders

5 years relevant experience of managing complex SaaS product implementations

Proven ability to successfully lead and deliver implementation
Ability to manage multiple parallel engagements with different customers
Delivery experience in implementing Oracle SaaS products in HCM, ERP, CX product pillars

Desirable Background

Degree in related field, Computing or Business & Information Technology preferred

Implementation experience of SaaS projects, ideally Oracle SaaS

Broad understanding of large complex solutions and implementation risks

Essential Skills & Abilities

Written and verbally communicate a complex message in a simplistic way

Ability to build trusting relationships

Logical and methodical approach to problem solving

Team Working and Collaboration

Confident and engaging presentation skills, personable, positive, approachable & tenacious

Extremely Diligent & Succinct Organisation & Communication skills

Remain calm and controlled under pressure

Strong desire to learn and develop personally

Strong time management work ethic and focus on delivery

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 relationship with the client

Work with a higher volume of smaller, less complex clients to 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/replenish/renews contract with Oracle Responsible for maintaining a high level of client satisfaction by being a liaison between our clients and Oracles internal operations Identify product expansion/up sell opportunities

Duties and tasks are standard with some variation Completes own role largely independently within defined policies and procedures 3 to 5 years of professional experience Demonstrated experience in implementation or client facing relationship experience Understanding of various technical architectures and operating systems Industry experience is desired

Job Sales

Location IN-IN,India-Bengaluru

Job Type Regular Employee Hire

Organization Oracle

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Software Services, IT-Software
Functional Area : IT Software : Software Products & Services
Role : Software Engineer
Salary : As per Industry Standards
Deadline : 20th Feb 2020

Key Skills:

Company Profile:


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