Drive maximum adoption of Oracle solution and identify/drive product expansion opportunities via high value relationship with the SMB clients. Essential duties • Develop a strong understanding of SaaS telemetry data and of the Full SaaS Solution • Maintain a proactive dialogue with customers either through 1:1 activities or 1:many approach (events, digital content, training) • Leverage available data to optimize account prioritization • Use data insights to perform adoption reviews and provide recommendations to increase adoption, reduce risk of down-sells/cancellations and help identify/position expansion opportunities. • Work closely with other Lines of Business (support, presales, consulting to leverage product skills and resources • Develop programs in partnership with the Global CSM team, across NA, JAPAC, LAD - to automate the CSM Services and improve the customer experience • Creation of reusable assets – playbooks, FAQs, checklists • Promote CSS services (OU, ACS, and facilitate customer meetings with the sales team • Educate customers to ensure they are making use of all available Resources (MOS, CCC, OU, Navigator • Provide generic best practices and industry benchmarking materials via self service and proactive push communication • Develop a strong understanding of SaaS telemetry data and of the Full SaaS Solution • Maintain a proactive dialogue with customers either through 1:1 activities or 1:many approach (events, digital content, training) • Leverage available data to optimize account prioritization • Use data insights to perform adoption reviews and provide recommendations to increase adoption, reduce risk of down-sells/cancellations and help identify/position expansion opportunities. • Work closely with other Lines of Business (support, presales, consulting to leverage product skills and resources • Develop programs in partnership with the Global CSM team, across NA, JAPAC, LAD - to automate the CSM Services and improve the customer experience • Creation of reusable assets – playbooks, FAQs, checklists • Promote CSS services (OU, ACS, and facilitate customer meetings with the sales team • Educate customers to ensure they are making use of all available Resources (MOS, CCC, OU, Navigator • Provide generic best practices and industry benchmarking materials via self service and proactive push communication Background and Competencies Customer-facing experience Clear communication, going beyond a proficient command of the English language and into cultural immersion Active listening & business communication skills (ability to understand tone, non-verbal cues, mirror the interlocutor’s pace, no interruptions, familiarity with corporate jargon, Handling objections Ability to drive a discovery session Customer advocacy IT industry exposure Adequate knowledge of tech services Basic knowledge of industry specific terms (SI, Implementation, Go-Live, Corporate background Working within a structured environment Cross-team collaboration Ability to manage complex scenarios Working with ambiguity Task prioritization Ability to work under stress & tight deadlines Self-sufficiency Career Level - IC3