Saas Customer Success Manager

8 hours ago

Johannesburg, South Africa Oracle Full time

SaaS Customer Success Manager - South Africa-220006BI

**Applicants are required to read, write, and speak the following languages**: English

**Preferred Qualifications**

Background

Oracle has a clear objective to become the global leader in enterprise cloud solutions and, SaaS is a critical element in our growing Cloud portfolio. As part of the Cloud commitment, Oracle has created the EMEA Customer Success organization which is a focused group of SaaS experts whose mission is to drive successful engagements through the proactive management of all facets of the customer’s lifecycle from onboarding to renewal.

This is a high-profile team that presents an exciting opportunity to help shape our customers’ journey to the Cloud and be part of a group that is central to Oracle’s future and growing success.

Location : Johannesburg, South Africa
Level : IC4

Description

Our CSMs develop long-term partnerships with their designated customers to ensure they become and remain successful through realizing the full value of their Oracle investment and to ensure renewal of the SaaS subscription. CSM’s maintain a high level of customer satisfaction by advising on product / implementation best practices, providing product adoption and release guidance while serving as a liaison between their customers and Oracle’s internal operations.

Engaging with the customer and their partner executive teams will be a critical component of this role so effective executive communication and negotiation skills are critically important.

The objective of the SaaS Customer Success Manager (SaaS CSM) is to maximize client retention and success while also driving increased subscription revenue. In this role you will act as a strategic advisor to your clients to ensure they maximize the value of their investment with Oracle’s SaaS portfolio through maximum adoption of Oracle solution and identify/drive product expansion opportunities via high value relationship with the client.

**Responsibilities**:

- Work with customers and account team to define and document the customer’s business objectives (KPI) and definition of success (ROI). Gather baseline metrics and work with customer to calculate and demonstrate success with the Oracle SaaS Solutions
- Partner with the account team to develop successful account strategies and plans that direct company resources to maximize retention of existing subscription contract and expand sales opportunities within assigned accounts.
- Engage with customers to do regular value realization assessments and advise on optimal utilization of their investment in Oracle Cloud.
- Conduct Quarterly business reviews with customers senior executives & key business stakeholders
- Guide customers through significant service milestones such as upgrades, new releases etc.
- Build C-level relationship with customer executives and assist them in change management programs to help drive Cloud adoption
- Be the customers strategic expert to share industry trends, best practices, competitive insights and product roadmap
- Educate customers on the Oracle ERP, SCM & HCM SaaS strategy & value propositions as well as new product features and functions to audiences ranging from Senior Executives to technical stakeholders
- Coach customers to ensure they are leveraging all available Resources e.g. My Oracle Support, Oracle University, Customer Connect, Oracle Consulting, Product Development, User Groups, webinars etc.
- Position Oracle’s value proposition as part of our overall business solution, linking these benefits back to the key business issues of the client
- Own & drive enablement initiatives for Oracle ERP/SCM/HCM Cloud solutions for ECEMEA Customer success team
- Manage relationships and participate in business reviews with regional product sales leaders
- Be the regional liaison working with Oracle Global teams (Prod Dev/COE, Product Expert Groups) to present and support customers & customer success teams requirements
- Collaborate with account team encouraging customer advocacy and creation of case studies to help maintain the Client Referral program
- Work closely with the support, presales and consulting teams including partners to make sure you can deliver the program content and resolve customer needs in an effective and high-quality way.
- Build and maintain strong relationships with the main partners involved in the customer base you will be working with.

Essential Knowledge, Skills, Abilities, and Background
- Consulting / Pre-sales / Implementation experience with Oracle cloud-based/SaaS solution offerings
- in the areas of Enterprise Resource Planning, Supply Chain Management and Human Capital Management.
- Demonstrated experience working with the executive level in client environments and a passion to communicate their value to clients.
- Proven ability to develop and cultivate lasting customer relationships with a diverse set of internal and external constituencies including senior level

  • Customer Success Associate

    7 months ago

    Johannesburg, South Africa Glue Up Full time

    **Customer Success Associate (SaaS)** We are seeking a highly motivated and customer-centric individual to join our team as a SaaS Customer Success Associate. As a Customer Success Associate, you will play a critical role in ensuring the success and satisfaction of our SaaS customers. You will be responsible for building strong relationships, onboarding,...

  • Technical Support

    7 months ago

    Johannesburg, South Africa Glue Up Full time

    Glue Up is seeking a highly motivated and customer-focused individual with Customer Success Technical Support experience. As a CS Technical Support member, you will be responsible for providing technical support to customers to ensure that they are successful in using our All-in-One solution (SaaS product). You will work closely with our customer success and...

  • Customer Success Manager

    2 weeks ago

    Johannesburg, South Africa Black Pen Recruitment Full time

    **Customer Success Manager (SaaS/E-Commerce)** Are you an experienced Customer Success Manager? Are you a highly driven and passionate individual? Then we have the opportunity for you! Our fantastic Client, based in Durban, is a leading e-commerce company who is looking for an energetic and eager to learn individual to join their growing team. They are...

  • Manager, Customer Success

    8 months ago

    Johannesburg, South Africa Mimecast Full time

    Manager, Customer Success We're your dream Customer Success Team! Customer Excellence is looking for a highly driven and motivated Manager, Customer Success who is passionate about providing a best-in-class customer experience. You will be a coach and mentor to your team, as well as a trusted advisor for your team’s customer base, assisting with Mimecast...

  • Customer Success Manager

    3 months ago

    Johannesburg, South Africa Symphony Industrial AI, Inc. Full time

    Introduction JOIN US! We seek a Customer Success Manager to join our Financial Services team, based in Johannesburg, South Africa. Job Description As a key member of the Financial Services team, you will be working closely with clients, stakeholders, and the wider SymphonyAI team. What you’ll do - Relationship Building: Develop and maintain strong...

  • Customer Success Manager

    6 days ago

    Johannesburg, South Africa Prime Reason Full time

    **The Role** Essential functions**: - Collaborate with Sales to align on outcomes customers expect from their subscription purchase. - Develop a digital journey to drive outcomes. - Develop a success plan that includes critical action to ensure expected outcomes. - Provide an effective onboarding and ongoing service checks and take appropriate actions -...

  • Team Manager, Customer Success

    7 months ago

    Johannesburg, South Africa Mimecast Full time

    The Manager, Customer Success is a key member of the EMEA Customer Excellence organisation. Customer Excellence is made up of five distinct global functions: Customer Success, Customer Support, Professional Services, Operations, and the Centre of Excellence. The SaaS business model relies on customer’s renewing, buying more services and becoming...

  • Head of Customer Success

    7 months ago

    Johannesburg, South Africa Trade Shield Full time

    SEEKING: **HEAD OF CUSTOMER SUCCESS** FOR: Full-Time Position REMUNERATION: Competitive Salary + Incentives ABOUT US: Trade Shield is a fast-growing tech start-up that harnesses the power of AI to provide our clients with powerful insights into the credit they extend to businesses. Trade credit drives business in global markets and Trade Shield aims to be...

  • Customer Success Manager

    2 weeks ago

    Johannesburg, South Africa Diligent Corporation Full time

    **About Us** Diligent is the leading governance, risk and compliance (GRC) SaaS company, serving 1 million users from over 25,000 organizations around the world. Our software enables holistic and informed conversations about GRC and ESG to ensure CEOs, CFOs and the board have an integrated view of audit, risk, information security, ethics and compliance...

  • Customer Success Manager

    7 months ago

    Johannesburg, South Africa SurTech Full time

    **Diligent Boards - Customer Success Manager** **Job Title and Overview** The Customer Success Manager manages a portfolio of accounts and guarantees an exceptional customer experience, revenue retention and referrals across Africa. Being the primary liaison for customer relationships for the Diligent Boards product, the CSM will engage in proactive...

  • Sr. Customer Success Manager

    7 months ago

    Johannesburg, South Africa Mimecast Full time

    Senior Customer Success Manager- The legends in customer success.The Senior Customer Success Manager is a key member of the EMEA Customer Excellence organisation. Customer Excellence is made up of five distinct global functions: Customer Success, Customer Support, Professional Services, Operations, and the Centre of Excellence.- The SaaS business model...

  • Customer Success Manager

    7 months ago

    Johannesburg, South Africa Darktrace Full time

    Founded by mathematicians and cyber defense experts in 2013, Darktrace is a global leader in cyber security AI, delivering complete AI-powered solutions in its mission to free the world of cyber disruption. We protect more than 8,400 customers from the world's most complex threats, including ransomware, cloud, and SaaS attacks. Headquartered in Cambridge,...

  • Sr. Customer Success Manager

    6 days ago

    Johannesburg, South Africa Mimecast Full time

    Senior Customer Success Manager The legends in customer success. This is a complex, demanding and highly visible role ensuring customers are delighted every time they use our products and services. You’ll look after a portfolio of mid-sized customers and look after their experience - both reactively and proactively. Day to day you’ll put in place...

  • Saas Account Manager

    2 weeks ago

    Johannesburg, South Africa People Source Full time

    Manage all aspects such as selling SaaS, developing road maps, identifying insights, marketing strategies and requirements analysis. Develop marketing strategy, formulate user requirements into product requirement. Manage customers. Jhb based.

  • Client Relationship Manager

    7 months ago

    Johannesburg, South Africa DataTech Recruitment Full time

    **Be a Client Relationship Manager: Help Businesses Master Board Governance across Africa!** Are you passionate about building relationships and ensuring customer satisfaction? Do you thrive in a fast-paced environment and enjoy helping companies achieve their goals? If so, we're looking for a Client Relationship Manager in Johannesburg! In this role,...

  • Customer Success Executive

    7 months ago

    Johannesburg, South Africa Cisco Systems Full time

    The Customer Success Executive (CSE) role is a highly visible, strategic leadership role within Cisco’s Customer Experience (CX) organization. We build deep relationships with customer senior leadership, partners, and the extended Cisco account team to aid the customers in achieving their goals. With Cisco’s transformation to software subscription,...

  • SAAS Technology Director

    3 weeks ago

    Johannesburg, Gauteng, South Africa E-Merge Full time

    E-Merge is seeking a SAAS Technology Director to lead our technology strategy and engineering team in Melrose. This is a permanent Hybrid position with a cost-to-company salary of R1,800,000 per annum.About the Job DescriptionThe ideal candidate will have 8-15 years of experience in software development, 3 years in a technical leadership role, and experience...

  • Saas Business Development Executive

    2 months ago

    Johannesburg, South Africa IsoMetrix Full time

    IsoMetrix, is a leading integrated risk and compliance management software company with offices in the USA, Canada, Australia, United Kingdom and South Africa. We provide state-of-the-art solutions for EHS, ESG, and Sustainability Risk and Compliance management. Backed by the leading private equity firm Carlyle, an investment firm with $300bn+ of assets...

  • Customer Success Program Specialist

    2 weeks ago

    Johannesburg, South Africa Sage Group PLC Full time

    **Advert** - People make Sage great. From our colleagues delivering ground-breaking solutions to the customers who use them: people have helped us grow for more than thirty years, and people are driving our future as a great SaaS company. We're writing our next chapter. Be part of it! At Sage, we recognize that the world of work has rapidly shifted over the...

  • Customer Success Manager

    9 months ago

    Johannesburg, South Africa Ulwembu Business Services Full time

    We are looking for a technically savvy customer success manager who possesses a strong drive for results. Duties for the customer success manager will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding and training clients, and minimizing churn....