25 days old

Client Success Specialist III

Bedford, MA 01730
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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.*

*Job Purpose:*

To provide strategic account management services to a defined portfolio of high profile, high value (possibly global) accounts with the objective of increasing the accounts investment, appreciation and value of Oracle CEGBU products and services to secure all accounts indefinitely.

*General Responsibilities:*

Deliver against all required KPI's

oRevenue Retention & Growth

oAccount Retention

oTime to Value & Success Initiatives

oCustomer satisfaction

oCustomer References

*Account Planning:*

Develop and execute high quality and actionable Account plans for all accounts in conjunction with account sales rep such as:

oNew Account On-boarding Planning (Implementation & Initial On-boarding) within the first 30 days of a new account

oInvestment Decision Plan & Customer Maturity Plan within first 6 Months

oAdoption and Value Realization Plan throughout the term and as determined by account

oRenewal Account Plan begins between 6-12 months from renewal date (depending on the account)

oOpportunity plans as an when there is an opportunity

*Relationship Management:*

Focused point of contact for primary/executive communications and corporate interactions with the account.

Develop engagement plan to enhance long-term corporate value of the account.

Continuously identify and establish relationships with key stakeholders and influencers within accounts.

Full understanding of the accounts purchasing and decision processes.

*Direct Revenue Generation:*

Develop in-depth understanding of account objectives and problems in order to identify and qualify all opportunities within the account to ensure Sales wins

Prepare the account for Renewal by formulating the renewal process as defined by the Renewal strategy.

Continuously promote and qualify new product and services opportunities for all accounts

Support in the preparation of presentations and proposals and product, technical, and security related responses to RFP's/RFI's

Maintain a high level of understanding of competitors and positioning statements.

*Quality of Service:*

Ensure that the customer is receiving appropriate levels of support, through utilizing the available Oracle resources (Contact Center, Support Central, CO training, Product Support etc.)

Respond in a timely manager to customer inquiries and ensure that the appropriate response / action is delivered

Maintain regular contact with each account to identify emerging service issues

Proactively provide input into customer service strategy, training requirements, procedures and direction.

Work closely with the Client Operations and Sales teams to promote teamwork and collaboration

Establish risks associated with each agreement and develop mitigation strategies.

Maintain an understanding of the businesses within the assigned territory and the factors that influence spending patterns.

Coordinate and contribute to internal communications with all Oracle offices as required to manage accounts within your portfolio


Management and coordination of all Client Services activities within account

Drive and support the national / regional / global selling effort into the account.

Identify national / regional / global team members and create communication links, matching team configuration with the nature of the sales opportunities at the account.

Connect stakeholders on a global level and create a virtual team environment.

Utilize effective project management skills to co-ordinate change management protocols within accounts

Submit detailed reports on time

Mentor junior colleagues

Contribute to team meetings


Maintain excellent knowledge of Oracle s products including their demonstration, pricing and administrative procedures.

Maintain knowledge of Oracle s products and current Account Management and Sales procedures

Update and maintain accurate data on CRM.

*Required Skills & Experience*


Strong national / global sales experience, preferably in managing national / global accounts of significant size.

Demonstrates an accurate and comprehensive understanding of how to sell complex technology solutions at all levels including C level.

Exhibits both financial & commercial acumen, business planning experience and presence.

Superior negotiation skills

A highly effective communicator with proven success in relationship management.

Ability to work in global time zones.

Acts with integrity and displays high ethical values when doing business.

Proven ability to manage multiple and diverse customer engagements concurrently

High computer literacy with MS Windows, MS Office and other applications

Proven track record of generating own leads and contacts from within a distinct account portfolio

Ability to confidently present and articulate the business value of the Oracle s CEGBU products and services to managers and executives of all levels

Work as a team player by contributing, learning and sharing new knowledge

Be self-motivated, flexible and able to take initiative

Strong verbal and written communications skills with a focus on needs analysis, positioning, business justification, and closing techniques

Superior presentation and demonstration skills


Resources/Construction industry experience

Previous experience with international organizations and clients

*Additional Requirements:*

Current drivers licence, and motor vehicle could be beneficial

Willingness and flexibility to travel as needed

Valid work rights for country where position located

*Required Competencies:*

Building client loyalty- meets client needs, building productive relationships whilst taking responsibility for client satisfaction and retention

Building collaborative partnerships-Identifies opportunities to build strategic relationships internally and externally to help achieve Oracle s goals

Driving for results- sets challenging goals for self and others, working to meet or exceed those goals, monitoring progress towards attainment.

Initiating action-takes prompt action to accomplish objectives; proactively seeking information, support or tools required to deal with issues

Reliability consistently applies skills to arrange of activities, making a high quality contribution to clients

Resilience responds effectively to disappointment or rejection

Sales persuasion-persuades or influences clients/customers to accept a point of view, adopt a specific agenda, or take a course of action.

Technical knowledge applies understanding of Oracle effectively within context of own role

**Job:** **Sales*

**Organization:** **Oracle*

**Title:** *Client Success Specialist III*

**Location:** *United States*

**Requisition ID:** *19000J7L*
Posted: 2019-05-21 Expires: 2019-06-21

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Client Success Specialist III

Bedford, MA 01730

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