Job Description

The objective of the Senior Customer Success Manager is to maximize customer retention and expansion by facilitating activities and guiding them to the solutions value while also driving increased SaaS revenue.

The Senior Customer Success Manager works at a strategic level across all Oracle Hospitality products, services, and processes.

In this role, you will act as an enabler and trusted advisor to the customer to ensure they remain successful and engaged with their entire Cloud solution so they understand the full value of their investment with Oracle.

For this role, you will need to be definitive in your goals but flexible in your approach. As part of the role you will continuously improve on your network and internal relationships, working closely with sales, implementation success managers and customer success managers to enable further adoption of Oracle products within your customers.

You are one team, all responsible for delivering value to the customer with strong product knowledge and discovery expertise.

You will be responsible for delivering consistent, adherent and diligent collaboration with the internal stakeholder teams and will work collaboratively with them to deliver activities that fit with the strategic direction of the customer.

Responsibilities

Successful candidates have a in depth knowledge of the hospitality industry, the hospitality electronic distribution landscape, property management systems, point of sale systems, hospitality systems integration, and the plight of today’s hotelier.

Preferred candidate knowledge includes OPERA PMS, OPERA Cloud PMS, OXI integrations, OHIP integrations, Simphony POS, and general hotel technology (e.

g. PMS, POS, CRS, CRM, RMS, etc.). Bachelor’s degree and three years related experience is required.

Responsibilities

Develop and maintain operational relationships with OPERA Cloud customers up to and including the executive level, serving as the customers’ single point-of-contact to Oracle Hospitality teams and processes.

Serve as OPERA Cloud customers’ advocate for success, defining and promoting the appropriate processes, actions, and deliverables required to realize their performance goals.

Monitor and proactively manage customer health. When required, develop, and manage customer health improvement plans in order to bring a customer to healthy status.

Manage customer escalations by connecting and directing the appropriate parties toward resolution.

Drive high levels of customer satisfaction with Oracle Hospitality products and processes.

Provide an internal feedback loop for Oracle teams, products, and processes, ensuring their continuous improvement.

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

Deliver regular business reviews and success plans to senior executives and key business stakeholders.

Ability to solve complex problems quickly and efficiently.

Understand the value of the internal Oracle processes and tools available to assist your search for answers and for pro-active planning.

Ability to translate complex technical updates into common language.

Skills

Experience in a customer facing role involving cloud based / SaaS technology with collaboration of senior stakeholders.

Proven ability to delivery complex projects with multiple internal and external stakeholders

Proven ability to develop and cultivate lasting customer relationships with limited resources.

Strong technical understanding around cloud solutions, operating concepts, and infrastructure (cloud, integration, lifecycle management etc)

Experience in delivering continuous improvement and change effectively to organizations.

Project management and delivery including effective risk management skills.

Written and verbally communicate a complex message in a simplistic way.

Team working and collaboration.

Resilient, managing pressured situations effectively.

Confident and engaging presentation skills, personable, positive, approachable & tenacious with effective objection handling skills

Extremely diligent and succinct organization & communication skills

Strong time management work ethic and focus on delivery.

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 $26.97 to $54.13 per hour; from $56,100 to $112,600 per annum. May be eligible for equity.

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 :

Medical, dental, and vision insurance, including expert medical opinion

Short term disability and long term disability

Life insurance and AD&D

Supplemental life insurance (Employee / Spouse / Child)

Health care and dependent care Flexible Spending Accounts

Pre-tax commuter and parking benefits

401(k) Savings and Investment Plan with company match

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.

11 paid holidays

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.

Paid parental leave

Adoption assistance

Employee Stock Purchase Plan

Financial planning and group legal

Voluntary benefits including auto, homeowner and pet insurance

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector and continue to thrive after 40 years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency.

We put our people first 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 calling 1 888 404 2494, option one.

Disclaimer :

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.

Which includes being a United States Affirmative Action Employer

Last updated : 2024-02-23