Service Delivery Manager/Customer Success- Saas - Energy And Water (Remote)

As the SaaS customer’s central point of contact, the Service Delivery Manager orchestrates services across commercial management, adoption, and transformation to ensure that the customer is set up for success.

What you will do:

• Guiding customer success via a thorough understanding of your customers’ business priorities, KPIs/metrics, and desired outcomes
• Reporting to the Customer root cause analysis of outages
• Effective responsiveness as the primary escalation point for the customer
• Onboarding customers and establishing customer relationships
• Support expansion opportunities
• Coordinate application and infrastructure SaaS outage/release management with customers
• Contract administration and compliance
• Co-ordinating core product demos and best practice guidance
• Collaborating with Sales to produce renewal plans and assisting in the renewal process
• Advocating for product enhancements on behalf of customers
• Reporting on Availability and other key metrics
• Supporting account planning processes and internal account reviews
• Communicating the Oracle vision and high-level product roadmap

What you've done:

• 5+ years of handling Customer Care and Billing (CC&B) etc
• 5+ years of experience with Customer Success and Utilities Billing systems,
• 3+ years of experience in direct customer-facing or consulting roles at a senior level translating complex and technical topics across a wide range of audiences in an engaging and succinct manner
• Ability to travel for up to 25% of your time
• You have demonstrated success working directly with clients, including building senior-level relationships
• 7 years of professional experience in enterprise software and account management

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