Position Title: Customer Success Manager
This role is responsible for developing and maintaining client relationships, providing professional services, including but not restricted to product implementation, system training, and client services.
Client Relationship Management/ Customer Success Proactively maintain working relationships with key clients and stakeholders. Make contacts at appropriate intervals and execute to Customer Success Plan. Act as local contact for escalation of system related issues. Liaise with technical support and product development team to ensure timely communication with clients on solution/update. Drive proper use of system through various available training resource, such as user workshops, online training, self-paced learning, etc. Conduct project review meetings on pre-defined success metrics. Help client attain value from the system. Facilitate meetings with client and other key stakeholders to handle concerns, overcome resistance to change and drive system adoption.
Product Implementation/ Professional Services Consulting Utilise an extensive knowledge of the Oracle CEGBU products including Aconex, Primavera P6, Unifier and Oracle Primavera Cloud and their application to various construction projects. Leverage understanding of the Construction, Engineering and Resources industry processes to provide best practice advice to clients. Manage the CEGBU implementation process to ensure time schedule and deliverables are met, and resource consumption is tracked and controlled within project allocation. Facilitate discussions to gather client’s requirements to configure project settings. Provide a Project settings report and other implementation deliverables as required. Deliver Professional Services in accordance with scope in the CEGBU Services Order. Deliver training to customers as required for the CEGBU products.
Promotion Identify Professional Services needs, and also upsell and cross sell opportunities for all CEGBU products. Work closely with Sales team to facilitate renewals / extensions. Provide consulting pre-sales to scope, estimate and present to customers for Professional Services opportunities.
Administration/Reporting Maintain customer interaction in CRM and professional services delivery records. Use administrative and relationship management tools to record, manage daily activities and submit time records promptly on weekly basis.
Required Skills and Experience (Includes type and extent of work experience required, technical skills required, industry experience required)
Essential : Proven understanding of construction, engineering and resources industries and their common processes. More than 5 year’s experience working in a construction and engineering function. Client Relationship Management / Customer Success experience. Extensive experience in Construction software / SaaS implementation and consulting. Hong Kong Resident Ability to travel overseas to client locations as required Excellent written and verbal communication skills in English and Chinese Persuasive presentation skills, ability to influence various groups covering executives, managerial, technical and administrative staff. Ability to perform Consulting Pre-sales for construction clients , specifically to draft professional services scope, estimate the work effort for CEGBU products and presentation skills to clients. Strong computer and internet skills, with proven ability to quickly learn new applications.
Detailed Description and Job Requirements
As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.
In this role, you will be considered the lead customer liaison for 4 -10 strategic, top-revenue Support accounts, and will attend one-on-one meetings with representatives of the strategic accounts. You will be responsible for managing internal projects, such as creating internal training curricula and schedules, presenting across lines of businesses, identifying and driving productivity improvement opportunities, coordinating, preparing and qualifying Premier Analysts for Customer Visits and employee mentoring.
Job duties are varied and complex, needing independent judgment. May have project lead role. Because of the nature of this position, a proven track record of demonstrated working skills including, but not limited to, excellent verbal and written communication skills, project management skills, ability to multitask and work under pressure, and (most importantly) an unabbreviated commitment to ensuring customer success. Bachelor*s Degree in either communications or information systems, previous account management and customer-focused experience, training experience in a software environment, prior working knowledge of or the desire to quickly learn about Oracle*s products, and six years related experience.
:Yes, 25 % of the Time