Job Description
The ideal candidate for this role possesses deep knowledge of the hospitality and casino industries, including electronic distribution, property management systems, point of sale systems, patron management, and systems integration.
They should be familiar with various hotel technologies, such as PMS, POS, CRS, CRM, RMS, and PTS. This expertise will enable them to develop and maintain operational relationships with customers, serving as their primary contact for Oracle teams and processes.
* Develop and maintain operational relationships with customers, up to the executive level, serving as their primary contact for Oracle teams and processes.
* Advocate for customer success by defining and promoting processes, actions, and deliverables to help customers achieve their performance goals.
* Proactively manage customer health, including developing improvement plans and overseeing issue resolution.
* Drive high customer satisfaction with Oracle products and processes.
* Provide internal feedback to enhance Oracle teams, products, and processes.
* Contribute to the onboarding, training, and mentorship of new Customer Success Managers.
* Conduct regular business reviews and success planning sessions with senior executives and key stakeholders.
* Efficiently solve complex problems and translate technical updates into understandable language.
Key Responsibilities:
* Develop and implement operational strategies to drive customer success.
* Build and maintain strong relationships with customers and Oracle teams.
* Identify and resolve customer issues in a timely and effective manner.
Required Skills and Qualifications
* 5+ years of experience working in the casino industry or with a similar hospitality organization.
* 6-10 years of experience in customer-facing roles involving cloud-based/SaaS technology.
* Self-starter with the ability to thrive in an environment with a high amount of autonomy.
* Comfortable handling competing priorities and pushing back when needed.
* Ability to manage complex projects involving multiple internal and external stakeholders.
* Proven ability to build lasting customer relationships with limited resources.
* Strong technical understanding of cloud solutions, integrations, operating concepts, and infrastructure.
* Experience driving continuous improvement in large organizations.
* Proficient in project management and effective risk management.
* Excellent communication skills, both verbal and written, with the ability to simplify complex information.
* Strong teamwork and collaboration skills.
* Resilience under pressure with a focus on solutions.
* Confident, engaging presentation skills; personable, positive, and approachable demeanor.
* Diligent, organized, and strong time management skills focused on delivering results.
Benefits
This role offers a competitive salary package, excellent benefits, and opportunities for career growth and development.
Others
Oracle is committed to creating a diverse and inclusive workplace that reflects the communities we serve. We are proud to be an equal opportunity employer and welcome applications from candidates from all backgrounds.