Customer Success Manager

Oracle

Customer Success Manager

Honolulu ,

Hawaii

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No visa sponsorship is available for this position.
The objective of the Customer Success Manager is to maximize customer retention through solution management and drive SaaS revenue expansion by guiding customers through product adoption. The 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 ensure customers are successfully utilizing their Cloud solutions and 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 build and maintain a network of internal relationships, working closely with Sales, Consulting and other Customer Success Managers to deliver a world-class customer experience. You will be responsible for establishing a rhythm of business with your customer accounts and creating mutual business plans to enable your customer's on-going business success.
Responsibilities
Who we are:
Earn your guests' loyalty with flawless operations from lobby to back office. Oracle Hospitality technology connects event sales, guest rooms, management, and POS –
delivering the integrations you need to create exceptional experiences.
Who you are:
Successful candidates have 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, 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.
The role and responsibilities:
Develop and maintain operational relationships with OPERA Cloud customers up to and including the executive level, serving as the customers’ single point-of-contactto 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 theirperformance goals.
Monitor and proactively manage customer health. When required, develop, and manage customer health improvement plans in order to bring a customer to healthystatus.
Manage customer issues by connecting and directing the appropriate parties toward resolution.
Drive high levels of customer happiness 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 partners.
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 we need:
Experience in a customer facing role involving cloud based/SaaS technology with collaboration of senior team members (4-10 years experience)
Ability to delivery complex projects with multiple internal and external customers.
Validated ability to develop and cultivate lasting customer relationships with limited resources.
Good technical understanding of cloud solutions, operating concepts, and infrastructure (cloud, integration, lifecycle management, etc.).
Experience in delivering continuous improvement in large organizations.
Ability to communicate a complex message in a simplistic way (both verbally & written).
Team working and collaboration.
Resilient under pressure; navigating to solutions.
Confident and engaging presentation skills, personable, positive, and approachable.
Diligent and organized.
Strong time management skills with a focus on delivery
Life at Oracle:
An Oracle career can span industries, roles, countries and cultures, giving you the opportunity to tackle new roles and challenges, while blending work and life. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry. To nurture the talent that makes this happen, we work hard to build a vibrant and inspiring workplace that celebrates diverse, hardworking teams where everyone can contribute. We look after each other, and value giving back to the community. We have flexible work arrangements and offer benefits including generous paid parental leave and comprehensive premium medical insurance.We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
https://www.oracle.com/corporate/careers/diversity-inclusion/
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
Health care and dependent care Flexible Spending Accounts
Pre-tax commuter and parking benefits
401(k) Savings and Investment Plan with company match
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.
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
The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.
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

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