Description

 

The Customer Success Manager role is a single point of coordination for assigned strategic accounts, and being a trusted advisor and advocate to the customer, working closely with the sales, solution engineering, consulting team to monitor the implementation, work closely with support and development for any service request from customer, and  providing best practise advice, guidance and enablement. You are part of one team, all responsible for delivering value to the customer.

Essential Duties and Responsibilities

·       Develop trust relationships with a portfolio of major clients to ensure they do not turn to competition

·       Acquire a thorough understanding of key customer needs and requirements

·       Expand the relationships with existing customers by continuously proposing solutions that meet their objectives

·       Ensure the correct products and services are delivered to customers in a timely manner

·       Serve as the link of communication between key customers and internal teams

·       Resolve any issues and problems faced by customers and deal with complaints to maintain trust

• Play an integral part in generating new sales that will turn into long-lasting relationships
• Monitor progress and work with Oracle internally accountable stakeholders, e.g. Support, Development and Cloud Operations for issue resolution
• Build strong trusted relationships with the customer and internal teams with the objective to be a trusted advisor and enable you to influence the customer’s implementation decisions.
• Monitor implementation progress providing guidance/advise to proactively mitigate any risks/issues identified
• Manage Escalations and issue resolution with all LOBs
• Monitor SR management\: ensure Support owns and drives issue resolution. Educate customers and Implementers about their responsibilities in terms of SR management.
• Co-ordinate all LOB activities associated to the customer’s implementation to closure
• Represent Oracle during partner lead Implementation project at project/program level
• Become the customers advocate in Oracle for their support & implementation
• Communicate internally to ensure all internal stakeholders are aware of the support issue, implementation status, key risk, and activities

·       Ensure optimal level of customer services.

 

 

 

 

 

Essential Background\:

·       Significant experience in a commercial environment, including 5 years’ experience in sales/ customer service/ project management

·       Minimum two-years experience establishing contacts and building positive relationships with senior level decision makers.

·       Relevant degree or equivalent experience.

·       Experience using the Microsoft suite of products in particular, Outlook, Excel, Word, Project and PowerPoint.

Desirable Background

·       Current knowledge of the state of the hospitality technology market, industry and environment is a plus

·        

·       High level of knowledge and understanding of the MICROS-Fidelio suite of products (or similar competitor products).

·       5 years relevant experience of managing Large customer

• Ability to manage multiple parallel engagements with different customers

·       Previous experience working in a sales position in a MICROS or Fidelio business unit, or Customer Service position in the software & hardware industry in Hong Kong

 

 

Essential Skills & Abilities\:

       Written and verbally communicate a complex message in a simplistic way.

       Ability to build trusting relationships

       Logical and methodical approach to problem solving

       Team Working and Collaboration

       Confident and engaging presentation skills, personable, positive, approachable & tenacious

       Extremely Diligent & Succinct Organization & Communication skills.

       Remain calm and controlled under pressure

       Strong desire to learn and develop personally.

       Strong time management work ethic and focus on delivery.

       Mirroring & ability to engage and be engaging at all levels

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

Work with a higher volume of smaller, less complex 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.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. 3 to 5 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.!|!