Drive maximum adoption of Oracle solution and identify/drive product expansion opportunities via high value relationship with the client.
Internal Responsibilities
The senior Customer Success Manager portfolio includes clients with varying needs and complexity. One or more clients may have significant needs related to upgrades, renewals, transformation, adoption, or all of these factors based on business needs.
The CSM will be measured on the following:
• Strong Success Plans for their customer or portfolio of customers
• Referenceability
• Success Stories
• ARR retention and growth
• Contract renewal rate
• Code currency
• Sales Leads generated
• Overall customer satisfaction
• Customer performance on KPIs relative to peers
• Practice development: Grow the overall culture and practice of customer success within Oracle Health by participating in key initiatives, be a part of or lead the building of CS tools and enablers, mentoring and growing junior CSMs and evangelizing the practice of CS across Oracle Health
External Responsibilities
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 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.
