MySQL Cloud Client Success Manager

Job description

Drive maximum adoption of Oracle solution and identify/drive product expansion opportunities via high value relationship with the client.

Work with medium sized 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 Oracle's internal operations. Identify product expansion/up sell opportunities. Responsible for sharing information across the CSM team via defined methods.

Job duties are varied and complex utilizing independent judgment. 5 to 7 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.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.

Desired profile

Qualifications :

Primary Responsibilities:

The MySQL Cloud Customer Success Manager (CSM) will be responsible for identifying and driving MySQL Cloud deployment opportunities within the Oracle Cloud Customer base. The CSM will collaborate with Oracle IaaS and PaaS Customer Success organizations to ensure a coordinated and complete solution in Oracle Public Cloud to meet our customers core business objectives and priorities thereby driving increased business value and alignment between Oracle and its valued customer community.
 


The CSM will be responsible for supporting customer adoption through successful customer on-boarding and usage of their Universal Cloud credits via the adoption portal supported by a network of partners providing implementation services, on-site support and workshops.

The CSM will collaborate with sales, sales engineers, support and partners to improve the customer's use of Technology Cloud. This will include problem solving, milestone development and review of implementation plans. Ultimately the success of the role is driving and securing a high level of customer satisfaction and ensuring that consumption of MySQL Cloud Services and Oracles Public Cloud continues in its upward trajectory.

Expanded Responsibilities:

Is accountable for a successful adoption cycle and product expansion for those customers who are using the portal; to be achieved within the customers 12 month contract

To support the customer, as required, through on-boarding, use case identification, business case review and expansion of services.

Create a relationship with the customer so that they have the best possible customer experience

Ensure that the portal knowledge base is kept updated with best practice, tips and use cases; interface with the knowledge management team and field CSMs

Provide regular reports on the status of customers going through the adoption cycle through the portal

Provide support to the customer developing their success plan, review and provide feedback to encourage and accelerate adoption

Serve as the customer's voice and provide feedback to product management and development organizations

Leverage the partner network to educate the customer to on new features/services

Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers business needs

Encourage the customer to become an advocate

Experience & Qualifications:

3-5 years experience in a software customer service and/or technology sales role

1-2 years working with Cloud and/or SAAS

Proven track record of proactive problem solving

Understanding of Cloud architecture, cloud services and cloud implementation methodology

Enthusiasm, energy and ability to engage a customer over the phone

Ability to work in an international team

Experience in a customer-facing, role such as consultant, solutions engineer or hands on Customer Success Manager in the Cloud ecosystem

Excellent communication skills, external customer communication, but also internal communication, issue identification and tracking.

Flexibility, this is a high growth area that requires agility

Possess a comprehensive understanding of the MySQL products

BA/BS degree