Senior Customer Success Manager

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 utilization and experience, facilitating contract renewals, increased customer satisfaction, service level attainment and incremental revenue growth.

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 senior 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, mentoring and growing junior CSMs and evangelizing the practice of CS across Oracle Health 

Career Level - IC4

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.

Knowledge, Skills & Experience:

• BS or BA degree in related field and/or related and equivalent job experience.


• 8+ years of Healthcare Information Technology (HCIT) experience in Consulting, Support, Project/Program Management, Client Relationship Management and/or other client facing HCIT solution work.


• Knowledge of relevant best practices within Healthcare Information Technology (HCIT) consulting as evidenced by prior successful consulting outcomes and achievements.


• 8+ years experience consulting, influencing and partnering with key customer end-users and decision-makers up to and including healthcare CXOs and CIOs.


• Prior experience with Oracle Health products and service offerings preferred.


• Strong project management skills including ability to create, maintain and execute on a detailed account management plan including budget, structure, schedule, needs, metrics and outcomes.


• Accomplished communication and interpersonal skills including ability to articulate complex information in a way that others can easily understand in both verbal and written form.


• Ability to influence, persuade and negotiate to achieve effective and mutually beneficial outcomes.


• Ability to partner and collaborate across teams and organizations to resolve conflicts, drive performance improvement and achieve positive outcomes as indicated by agreed upon metrics and KPIs.


• Ability to travel to client sites up to 20% of time based on business needs.

Qualifications
Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range: from $43.99 to $85.67 per hour; from $91,500 to $178,200 per annum. May be eligible for equity. Eligible for commission with an estimated pay mix of 60/40 - 90/10.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
9. 11 paid holidays
10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.