The CAM role requires strong technical experience to onboard customers, guide on setting up landing zones and share best practices in configuration of cloud infrastructure and other cloud services, to maximise the business value. The CAM is like a Customer Success Manager (CSM), however with this strong technical profile.

TYPICAL ACTIVITIES

Drive a fast and smooth customer activation for new cloud customers and/or workloads, minimizing time to first value and accelerating consumption growth. Provide guidance on configuration of Landing Zone in alignment with Architects and Specialists. Equip the customer with the relevant knowledge for early usage. Route technical incidents to the relevant teams and follow up for fast completion of tasks, communicate with customers and achieve customer success milestones.

LEAD THE CUSTOMER’S ADOPTION PLAN

Continuously monitor and review Adoption Plan with the customer to guarantee the progress according to their expectations, facilitating the value realization.  Supervise and predict consumption fluctuations, define and implement corrective actions.   Pro-actively monitor usage trend, coach customer in the FinOps capabilities, synchronise with customer on usage projections vs their budget and project plans, and provide consumption forecast. Assess churn risk (customer or service) and formulate mitigation plan. Detect and flag potential new workloads to account team or new implementation opportunities. Drive Go Live Assurance to guarantee success in this Critical Milestone event for the customer. Energize customers interest by sharing information and facilitate connection with relevant Oracle activities. Share and/or recommend customer/ industry specific standard methodologies & content. Work in demanding realtime customer facing, be able to manage critical issues and deliver the customer resolution and keep the customers happy with the overall service level.

REMOVE BARRIERS

Assure progress and prompt resolution of Support Requests and customer concerns by engaging relevant teams and advocating for customers. Identify structural issues affecting customer use of Oracle Cloud and initiate conversations with relevant teams (Cloud Ops, Product management, Sales…) to formulate a resolution plan.  Act as a customer advocate for product features and requirements

Career Level - IC4