Oracle Cloud Customer Success Manager | Oracle Hospitality - Hotels in Burlington, Massachusetts

Develops and manages the Oracle Support relationship with a designated large account or small number of medium accounts throughout engagement. Maximizes the customers use of Support Services, drives high degree of satisfaction and referenceability, and to protects and enhances Support revenue streams.

Main contact for Oracle customers. Manages the contract, or delivery engagement as defined by Oracle Service Support (OSS). Develops and maintains relationships with senior management across lines of business and third parties. Plans and deploys support activities to ensure effective delivery within agreed budgetary constraints. Advises the account on effective and efficient way to use Oracle support services and products, tools, systems, interfaces, and procedures. Assures and improves the quality of the service, and maintains accurate account information. Communicates opportunities for customers to engage with Oracle such as technical events and business seminars. Assists in the renewal of Support contracts, and contributes to pre-sales activities.

8-12 years relevant work experience. Strong account management skills acquired through advanced training, study and experience. Extensive exposure to medium accounts needing subtle management often in difficult circumstances.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.

Cloud Customer Success Manager

/Oracle Hospitality - Hotels/

The Cloud Customer Success Manager serves as the single point of contact for Oracle Hospitality (Hotel) customers. Cloud Customer Success Managers duties include:

  • Develop and maintain operational relationships with Enterprise Cloud customers.

  • Through daily activities, strive for a high degree of customer satisfaction resulting in a positive reference for the services that the Customer is consuming from Oracle.

  • Represent their customers as a single point of contact within Oracle Cloud Operations and partner with Customer System Administrators and Leadership along with Oracle Leadership to bind them together in a working team.

  • Monitor and proactively manage all delivery and service obligations to insure the proper quality of service is consistently provided to our customers.

  • Review, coordinate and oversee successful completion (by Engineering staff) of all Service Requests.

  • Handle day-to-day Customer relationship and when necessary for crises or escalations, connect the appropriate parties to reach resolution.

  • Educate the customer on the most effective and efficient way to use Oracle processes, products, tools, systems, interfaces and procedures.

  • Drive internal processes to ensure the highest quality of service, and work with teams to improve as needed. Maintain accurate account information.

  • Perform with a high level of autonomy, reporting to management regularly on customer status and striving to keep escalations at a minimum while keeping leadership appraised of any possible flare points.

  • Contribute to the on boarding, training and mentoring of new Cloud Customer Success Managers.

  • Excels individually while contributing to the team dynamic by providing direction and mentorship of others in addition to sharing any relevant product information or issues with the team.

  • Based upon interaction with customer teams, make recommendations to relevant Account Managers for possible up-sell activities to include services, add-ons, etc.

  • Track, update and close all Service Request tickets for assigned customers.

  • Develop, manage, and present period service improvement plans internally and with customers.

  • Monitor incident management queue for service interruptions impacting assigned customers.

  • Proactively communicate to assigned customers throughout service interruption events. Partner with Operation Center to run and facilitate any service incident impacting assigned customers.

  • Recognize chronic or reoccurring trends in service interruptions and elevate them to Senior Management.

  • Creation of weekly/monthly system and infrastructure performance reports.

  • Create and contribute to an environment that is geared to innovation, high productivity, high quality and customer service.

  • Performs non-technical project completion using an internal customer perspective, typically from initiation through delivery.

  • Develops project plans and coordinates cross-functional teams through meetings and progress measurement activity which bring distinct, specific projects to completion both on time and within budget.

  • Duties and tasks are varied and complex; independent judgment needed. Fully competent in own area of expertise.

  • May have project lead role and or supervise lower level personnel.

  • BS degree or equivalent experience relevant to functional area.

  • Prefer 5 years of project management or related experience.

Job: *Support

Organization: *Oracle

Title: Cloud Customer Success Manager | Oracle Hospitality - Hotels

Location: United States

Requisition ID: 1700140Z