Principal Customer Success Manager

Supports all phases of the implementation process (e.g., customer welcome & kick-off, provide & connect with best practices, collaboration with implementation team, training & enablement) for moderately complex customer accounts to ensure customers are able to use the product and/or service effectively and drive early success. Monitors the health of customer implementation progress and identifies and addresses issues. Supports the implementation readiness review process by conducting risk assessments to identify and assist in the resolution of roadblocks to success. Works closely with customers to understand their needs, determine how the solution can effectively achieve their goals, define Key Performance Indicators (KPI)s, and develop a success plan based on their business needs. Regularly reviews customer goals and needs to make adjustments to the success plan. Continuously monitors the overall health of customer accounts to support solution adoption, renewals, and expansion. Coordinates with sales teams on identifying opportunities and maximizing renewals. Proactively addresses solution adoption pain points by identifying the most effective solutions such as educational resources, training programs, or solution best practices. Proactively educates and guides customers in operating and adopting the organization’s solutions as necessary. Facilitates Quarterly Business Reviews (QBR)s and operational cadences with customers to review key metrics, usage patterns, and goals. Executes assessments to identify adoption gaps and achieve value realization, with guidance. Acts as the main contact for a portfolio of medium- to large-sized customer accounts, building and maintaining strong relationships to ensure satisfaction, achievement of goals, and maximization of value. Involves the customer in innovation and/or strategic development discussions and shares engagement opportunities to participate in events, seminars, and other engagement activities. Serves as the customer's advocate within the organization, ensuring customer needs and concerns are addressed in a timely manner by coordinating with internal teams to deliver services. Prepares and supports customers through moderately complex milestones to ensure smooth transitions. Helps drive customer advocacy and references for Oracle products and services and services and creates customer success stories. Supports the renewal process by ensuring customers see the value of the product and/or service, identifies opportunities for expanding usage to the broader product/service portfolio, and works with Sales to ensure smooth contract renewals. Identifies downsell and cancelation risks and creates and drives retention plans through collaboration with internal stakeholders. Communicates with customer to develop a deep understanding of requirements, progress, and future goals to positively influence renewal decisions.

Key Responsibilities
Customer Success-Implementation Phase:
-Supports all phases of the implementation process (e.g., customer welcome & kick-off, provide & connect with best practices, collaboration with implementation team, training & enablement) for moderately complex customer accounts to ensure customers are able to use the product and/or service effectively and drive early success.
-Monitors the health of customer implementation progress and identifies and addresses issues.
-Supports the implementation readiness review process by conducting risk assessments to identify and assist in the resolution of roadblocks to success.
Customer Success-Success Planning:
-Works closely with customers to understand their needs, determine how the solution can effectively achieve their goals, define KPIs (Key Performance Indicators), and develop a success plan based on their business needs.
-Regularly reviews customer goals and needs to make adjustments to the success plan.
Customer Success-Adoption Phase:
-Continuously monitors the overall health of customer accounts to support solution adoption, renewals, and expansion.
-Coordinates with sales teams on identifying opportunities and maximizing renewals.
-Proactively addresses solution adoption pain points by identifying the most effective solutions such as educational resources, training programs, or solution best practices.
-Proactively educates and guides customers in operating and adopting the organization’s solutions as necessary.
-Facilitates Quarterly Business Reviews (QBRs) and operational cadences with customers to review key metrics, usage patterns, and goals.
-Executes assessments to identify adoption gaps and achieve value realization, with guidance.
Customer Relationship Management-Account Ownership & Long-Term Success:
-Acts as the main contact for a portfolio of medium- to large-sized customer accounts, building and maintaining strong relationships to ensure satisfaction, achievement of goals, and maximization of value.
-Involves the customer in innovation and/or strategic development discussions and shares engagement opportunities to participate in events, seminars, and other engagement activities.
-Serves as the customer's advocate within the organization, ensuring customer needs and concerns are addressed in a timely manner by coordinating with internal teams to deliver services.
-Prepares and supports customers through moderately complex milestones to ensure smooth transitions.
-Helps drive customer advocacy and references for Oracle products and services and services and creates customer success stories.
Sales & Renewal Support-Expansion & Renewal Support:
-Supports the renewal process by ensuring customers see the value of the product and/or service, identifies opportunities for expanding usage to the broader product/service portfolio, and works with Sales to ensure smooth contract renewals.
-Identifies down sell and cancelation risks and creates and drives retention plans through collaboration with internal stakeholders.
-Communicates with customer to develop a deep understanding of requirements, progress, and future goals to positively influence renewal decisions.

Core Responsibilities
Planning & Execution:
-Manages and coordinates moderately complex tasks, monitoring timelines and deliverables to ensure timely completion and adherence to requirements for a moderately-sized project or initiative. Efficiently delegates, monitors, and prioritizes work across multiple projects, providing technical oversight and adjusting plans to address shifts in resources or timelines.
Collaboration & Partnership:
-Collaborates across the organization to align on expectations and achieve shared objectives. Leverages understanding of business leaders, stakeholders, and/or customers to ensure proposed solutions meet their needs. Supports inclusivity by actively seeking and listening to diverse perspectives, ensuring others feel heard and respected.
Problem Solving:
-Identifies and addresses moderately complex issues by analyzing a wide range of data and/or information to identify solutions in accordance with standard practices. Proactively escalates unresolved or critical issues with a thorough assessment and suggests potential solutions. Reviews, contributes to, and documents problem solving strategies.
Continuous Learning:
-Pursues learning opportunities to expand knowledge and skills and/or tools in new areas and stays abreast of the latest industry trends and best practices. Proactively seeks and leverages ongoing feedback and training to improve skills. Coaches and mentors junior team members, fostering continuous learning and knowledge sharing within and across teams.
Continuous Improvement:
-Develops ideas, recommends updates, and/or collaborates on the implementation of process improvements to increase the efficiency and effectiveness of processes, protocols, and workflows across teams, and evaluates the impact on key stakeholders. Solicits feedback from others on ideas for alternative approaches and methods for continued improvement.
Performance and Development:
-Contributes to the talent development pipeline by participating in candidate interviews, assessing candidates, and providing hiring recommendations.