Oracle Client Success Manager - Identity and Access Management Architect - Redwood Shores CA/Austin TX/Reston VA in Austin, Texas
Client Success Manager - Identity and Access Management Architect - Redwood Shores CA/Austin TX/Reston VA
Oracle Cloud Security Customer Success Technical Manager – Oracle Identity Cloud Service
Location: United States (SF Bay Area or Austin or Reston)
The Oracle Cloud Security Customer Success Technical Manager is an individual contributor role and is responsible for driving customer adoption and success of the Oracle Cloud Security portfolio of services by providing oversight, adoption and utilization training and recommendations, and account and risk management. You are responsible for getting the customers onboarded and fully operational onto the Oracle Cloud Security service(s) that the customer has purchased, obtain referenceability and success stories and accomplish retention of the customer, in order to drive satisfaction and engagement with the customer and work with Sales to identify expansion opportunities.
You will perform routine health checks and assist with business value assessment to ensure our customers the most return on investment from Oracle. The success of this role means higher customer happiness, retention, referenceability, and expansion of the Oracle business.
-You'll be the primary point of contact post sales. Assume overall customer adoption and utilization responsibility and critical issue management role. This includes successfully onboarding and operationalizing customers onto the Oracle Identity Cloud Service (IDCS) as effectively and efficiently as possible, obtain referenceability and retention, ensure satisfaction and engagement, and identify expansion opportunities
-You will develop a trusted advisor relationship with our customer partners and executives and economic sponsors to drive product adoption and ensure they are using the solution(s) correctly to achieve continuous business value.
-Partner with internal Oracle stakeholders across product management, engineering, DevOps, marketing, support, and sales to align account activities with the customer's business challenges and strategy. Be the Voice of the Customer
-Educate customers on new features and releases. Provide thought leadership on the IAM subject and market areas
-Monitor and identify adoption and utilization trends, provider recommendations based on risk and business needs.
-Conduct periodic customer health reviews to help customers articulate value derived
-Identify renewal risk, including potential competition and other internal Customer factors, and collaborate with internal teams to remediate and ensure a successful renewal
-Document customer success stories
-5 years of customer success experience in SaaS organization.
-Deep knowledge and experience in Identity and Access Management (IAM on-prem including directory services and IDaaS) and Security space, from design, architecture, implementation, deployment, maintenance, and utilization
-Expertise to develop a hybrid cloud architecture based on customer requirements for their IAM environment
-General knowledge of cloud architectures as well as on-premise IT landscape
-Broad understanding of Oracle Cloud Architecture, with knowledge of how to migrate on-prem workloads and processes to the Oracle Cloud – including networking and connectivity requirements
-Excellent client facing and communication skills (written and verbal), including issue tracking, triaging and crisis management across different levels of a customer’s organization
-Experience with SaaS vendors such as AWS, Box, Google Apps, NetSuite, Salesforce, ServiceNow and Workday preferred.
-Available to travel up to 50%
For more information, contact: Anita Filip, Principal Talent Advisor - email@example.com
Detailed Description and Job Requirements
Drive maximum adoption of Oracle solution and identify/drive product expansion opportunities via high value relationship with the client.
Develop long term partnership with our largest and most complex clients to ensure they remain successful by realizing the full value of their investment with us to ensure client continues/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. Interface at highest levels both internally and within clients. Assigned side projects designed to move the client success organization forward. Required to act as mentor to new CSMs
Provide leadership and expertise in devleopment of tools, processes and activities performed by the CSM group. Recommended 10 to 12 years of professional Information Systems implementation experience. Demonstrated experience in package systems implementation (CRM, ERP, Consulting experiences) 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.
Location: US-CA,California-Redwood City
Other Locations: US-TX,Texas-Austin, US-VA,Virginia-Reston
Job Type: Regular Employee Hire