Job Description
The Oracle Health Customer Success Manager is responsible for overseeing an assigned portfolio of Oracle Health customer accounts with a focus on continuous improvements to customer adoption and experience, facilitating contract renewals, increased customer satisfaction, service level attainment and incremental revenue growth. Drive maximum adoption of Oracle solution and identify/drive product expansion opportunities via high value relationship with the client.
The Customer Success Manager oversees customer experience through the customer lifecycle and is accountable for overall operational success of the customer with using Oracle Health solutions and services. The CSM seeks and identifies opportunities for ongoing improvement and simplification in business operating procedures leading to improved effectiveness of the organization and optimization of Oracle Health product/system use, adoption and value realization.
The Customer Success Manager develops, tracks and manages priorities and committed actions to ensure progress on identified opportunities. Additional responsibilities include cultivating strong partnerships with key internal and external stakeholders and leveraging relationships to achieve positive outcomes and incremental revenue growth within assigned customer account portfolio.
The Customer Success Manager portfolio includes clients with varying needs and complexity. One or more clients may have significant needs related to upgrades, renewals, transformation, adoption, or all of these factors based on business needs.
The CSM will be measured on the following:
Strong Success Plans for their customer or portfolio of customers
Referenceability
Success Stories
ARR retention and growth
Contract renewal rate
Code currency
Sales Leads generated
Overall customer satisfaction
Customer performance on KPIs relative to peers
Practice development: Grow the overall culture and practice of customer success within Oracle Health by participating in key initiatives, be a part of or lead the building of CS tools and enablers.
Responsibilities
Develop long term partnership with our clients to ensure they remain successful by realizing the full value of their investment with us to ensure client continues/replenish/renews contract with Oracle. Responsible for maintaining a high level of client satisfaction by being a liaison between our clients and Oracle's internal operations. Identify product expansion/up sell opportunities. Work with larger clients. Provide input into the CSM methodology and direction. Act as mentor to newer CSMs on a voluntary basis.
The CSM will be measured on the following:
Strong Success Plans for their customer or portfolio of customers
Referenceability
Success Stories
ARR retention and growth
Contract renewal rate
Code currency
Sales Leads generated
Overall customer satisfaction
Customer performance on KPIs relative to peers
Practice development: Grow the overall culture and practice of customer success within Oracle Health by participating in key initiatives, be a part of or lead the building of CS tools and enablers.
Qualifications
Career Level - IC4
About Us
As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's challenges. We've partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.
We know that true innovation starts when everyone is empowered to contribute. That's why we're committed to growing an inclusive workforce that promotes opportunities for all.
Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.
We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation- or by calling in the United States.
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. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Sales
Industries
IT Services and IT Consulting