Oracle Bluekai/DMP Customer Success Manager - Oracle Marketing Cloud in Utrecht, Netherlands
Bluekai/DMP Customer Success Manager - Oracle Marketing Cloud
Summary of role:
As the account owner and the customer’s central point of contact, the Customer Success Manager orchestrates services across commercial management, adoption and transformation to ensure that the customer is set up for success. The Customer Success Manager also owns upsell and the overall account growth strategy.
You thrive on working in a fast-paced, exciting environment, where ensuring that our customers realize their business and marketing transformation objectives is your primary goal. With strong problem solving skills and organizational awareness, you are capable of intervening where needed to ensure that any roadblocks to customer success are removed as efficiently as possible.
As part of the Customer Success team, the Customer Success Manager forges a ‘trusted advisor’ relationship with assigned accounts in the Oracle Marketing Cloud. This role is committed to ensuring that customers move positively through the customer lifecycle and that they receive the support they need to achieve their marketing objectives. This is a key, customer-facing role within Customer Success and requires a dedicated professional with an exceptional ability to manage customer relationships.
The primary responsibilities of this role include:
Onboarding customers to the OMC and establishing customer relationships
Welcoming all new customers and educating them on OMC resources
Communicating the OMC vision and product roadmap
Guiding customer success through a thorough understanding of customers’ marketing maturity, business priorities, and success metrics
Leading account planning processes
Managing account remediation
Preparing for account reviews and Quarterly Business Reviews
Managing upsell and cross-sell opportunities
Driving expansion opportunities
Delivering core product demos and best practice guidance
Writing renewal plans and leading the renewal strategy
Negotiating contracts and pricing
Advocating for product enhancements on behalf of customers
Establishing a reputation as a marketing thought leader by publishing thought leadership content and speaking at eventsQualifications:
A number of years ad-tech experience with extensive knowledge of either Bluekai or another DMP
Excellent speaking and presentation skills
Strong time management skills
Strong strategic and analytical thinking skills
Experience working with cross-functional, enterprise-wide teams and collaborating on win-win solutions
Demonstrated resourcefulness, motivation, and initiative
Extremely high energy and stamina to perform consistently and at a high level in a very demanding environment
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 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. Work with larger clients. Provide input into the CSM methodology and direction. Act as mentor to newer CSMs on a voluntary basis.
Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Recommended 7 to 10 years of professional 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.
As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).
Location: GB-GB, UK-London
Other Locations: DK-DK,Denmark-Ballerup, GB-GB, UK-Reading, NL-NL,Netherlands-Utrecht, DK-DK,Denmark-Silkeborg, BE-BE,Belgium-Brussels, Denmark, NL-NL,Netherlands-Amsterdam, DK-Denmark, SE-SE,Sweden-Stockholm, NO-NO,Norway-Oslo
Job Type: Regular Employee Hire