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 etc.) to leverage product skills and resources
- Develop programs in partnership with the Integral 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, etc.) and facilitate customer meetings with the sales team
- Educate customers to ensure they are making use of all available Resources (MOS, CCC, OU, Navigator etc.)




- Provide generic best practices and industry benchmarking materials via self service and proactive push communication
Background and competences:
- **Customer-facing experience**
o Clear communication, going beyond a proficient command of the English language and into cultural immersion
o Active listening & business communication skills (ability to understand tone, non-verbal cues, mirror the interlocutor’s pace, no interruptions, familiarity with corporate jargon, etc.)
o De-escalation skills
o Handling objections
o Ability to drive a discovery session
o Customer advocacy
- **IT industry exposure**
o Adequate knowledge of tech services
o Basic knowledge of industry specific terms (SI, Implementation, Go-Live, etc.)
- **Corporate background**
o Working within a structured environment
o Cross-team collaboration
o Ability to manage complex scenarios
o Working with ambiguity
o Task prioritization
o Ability to work under stress & tight deadlines
o Self-sufficiency

📌 Client Success Specialist Ii (Zapopan)
🏢 Oracle
📍 Zapopan