Oracle ERP experience is mandatory – Finance, SCM, OTM and EPM oracle modules preferably specialize in SCM.
The candidate must speak both Arabic and English fluently
The Oracle Customer Success Foundation enables our customers to achieve the highest business value and profit from their investment in Oracle Cloud.
The Oracle Customer Success Program was created to foster lasting relationships, where expertise, experience, and enthusiasm are shared. Our goal is to empower our customers, simplify them, and enable them to get the best possible value from their cloud investments. The Customer Success team engages the right experts within Oracle to provide the advice and services that our customers demand.
Customer Success Managers (CSM) ensure that Oracle Cloud solutions are aligned with our customers’ business goals and KPIs throughout the entire lifecycle.
The goal of customer success management at ERPM is to increase customer retention and success while increasing subscription revenue.
The Customer Success Manager is a business partner, responsible for helping a group of 15+ clients achieve maximum value with Oracle ERPM suite of applications.
You will achieve individual annual goals to increase adoption of customer subscriptions and work closely with sales to enable further adoption of Oracle products within the proven customer base of volume.
Basic duties
Develop a deep understanding of customers’ ERPM strategy and business goals and enhance the use of ERPM applications to help them achieve these goals
Maintain proactive dialogue and interaction with clients through standard interactions: success plans, business reviews, value adoption assessments, events, knowledge portal and webinars.
Identify risks to the customer to achieve its objectives and work with other Oracle teams to build or escalate a retention plan as needed.
Work with the account team (sales/renewals) to ensure timely renewal and expansion opportunities.
Develop expertise in ERPM applications to highlight new offerings and updates on existing features and capabilities.
Stay up to date on trends and competitive offers related to ERPM.
Train clients to ensure that they take advantage of all available resources, such as My Oracle Support, Oracle University, Customer Connect, Oracle Consulting, product development, user groups, webinars, etc.
Build, develop and maintain an area management approach to implementing effective customer coverage to ensure regular proactive communication with our customer base.
Create simple messages about the value of an end-to-end solution and encourage optimal use.
Research and survey clients’ business objectives and definitions of success (ROI). Gather key metrics and create and implement customer-facing activities that cover all phases of the customer lifecycle.
Work closely with support, presales and consulting teams including partners to ensure that you can deliver program content and solve customer needs in an efficient, high-quality manner.
Build and maintain strong relationships with key partners involved in the client base you will work with.
Basic knowledge and background
Consulting and mentoring experience
Oracle ERPM experience is mandatory
Experience with Cloud/SaaS based solution offerings is desirable
Proven track record of working in a client-facing role across remote software.
– Proven track record of processing a wide range of clients via automated execution
Experience in delivering content via social media, seminars and other relevant online delivery channels and methods.
Basic Skills and Abilities
Work-oriented and problem-solving attitude
Strong Analytical Capabilities
Ability to lead technical and business teams to provide timely problem resolution
Ability to create and sell business cases to internal audiences and clients
Excellent organization, project management, time management, communication skills, and a track record of excellent presentation skills in virtual delivery is a definitive asset.
Performance as an absolute team player who will work within the company to continue improving the way Oracle serves its customers
– Bachelor’s degree or equivalent experience in computer science, business or a related field
Experience in supporting the implementation of mission-critical applications at the enterprise level
– Perfect technical background with Oracle experience preferred
– Excellent written and verbal communication skills
Passion and influence in facilitating and reconciling many competing issues simultaneously.
– Fluency in both written and spoken Arabic and English
Maximize adoption of an Oracle solution and identify/push product expansion opportunities through a high-value relationship with the customer.
Work with mid-sized clients to develop a long-term partnership with our clients to ensure they remain successful by realizing the full value of their investment with us to ensure client continuity/renewal/renewal of contract with Oracle.
Responsible for maintaining a high level of customer satisfaction by being a liaison between our customers and Oracle’s internal operations. Identify expanding product/selling opportunities.
Responsible for sharing information across the CSM team via specified methods.
Job duties are varied and complex using independent judgment. 12-15 years of professional experience.
Proven experience in implementation or client-facing relationship experience.
Understand the different technical architectures and operating systems. Industry experience is required.
Oracle delivers an integrated suite of applications, databases, servers, storage, and cloud technologies to enable modern businesses. For most companies, flexibility is critical. Oracle provides a wide range of software, systems, and cloud deployment models — including public, on-premises, and hybrid clouds — to ensure technology is resilient to the unique needs of businesses.
Oracle Cloud is a complete, integrated suite of platform, infrastructure, and application services. With advanced scalability and security, Oracle Cloud enables technical flexibility across the enterprise, connects people to information for clearer insights, and drives efficiency through streamlined workflows.
More than 420,000 customers in 145 countries have used Oracle technology to accelerate their digital transformation.