Oracle

Customer Success Manager at Oracle

Full-time Position in Columbia
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Customer Success Manager

Oracle Hospitality

NOTE: Hotel /Food & Bevereage/Hospitality Industry experience (POS and/or PMS) is REQUIRED for this position

 

The Cloud Customer Success Manager serves as the single point of contact for Oracle Hospitality/Hotel Cloud customers. Cloud Customer Success Managers duties include: 

 

  • Develop and maintain operational relationships with Enterprise Cloud customers in the Hospitality industry.
  • Through daily activities, strive for a high degree of customer satisfaction resulting in a positive reference for the services that the Customer is consuming from Oracle. 
  • Represent their customers as a single point of contact within Oracle Cloud Operations and partner with Customer System Administrators and Leadership along with Oracle Leadership to bind them together in a working team. 
  • Monitor and proactively manage all delivery and service obligations to insure the proper quality of service is consistently provided to our customers. 
  • Review, coordinate and oversee successful completion (by Engineering staff) of all Service Requests. 
  • Handle day-to-day Customer relationship and when necessary for crises or escalations, connect the appropriate parties to reach resolution. 
  • Educate the customer on the most effective and efficient way to use Oracle processes, products, tools, systems, interfaces and procedures. 
  • Drive internal processes to ensure the highest quality of service, and work with teams to improve as needed. Maintain accurate account information. 
  • Perform with a high level of autonomy, reporting to management regularly on customer status and striving to keep escalations at a minimum while keeping leadership appraised of any possible flare points. 
  • Contribute to the on boarding, training and mentoring of new Cloud Customer Success Managers. 
  • Excels individually while contributing to the team dynamic by providing direction and mentorship of others in addition to sharing any relevant product information or issues with the team. 
  • Based upon interaction with customer teams, make recommendations to relevant Account Managers for possible up-sell activities to include services, add-ons, etc. 
  • Track, update and close all Service Request tickets for assigned customers. 
  • Develop, manage, and present period service improvement plans internally and with customers. 
  • Monitor incident management queue for service interruptions impacting assigned customers. 
  • Proactively communicate to assigned customers throughout service interruption events. Partner with Operation Center to run and facilitate any service incident impacting assigned customers. 
  • Recognize chronic or reoccurring trends in service interruptions and elevate them to Senior Management. 
  • Creation of weekly/monthly system and infrastructure performance reports. 
  • Create and contribute to an environment that is geared to innovation, high productivity, high quality and customer service. 
  • Performs non-technical project completion using an internal customer perspective, typically from initiation through delivery. 
  • Develops project plans and coordinates cross-functional teams through meetings and progress measurement activity which bring distinct, specific projects to completion both on time and within budget. 
  • Duties and tasks are varied and complex; independent judgment needed. Fully competent in own area of expertise. 
  • May have project lead role and or supervise lower level personnel. 
  • BS degree or equivalent experience relevant to functional area. 
  • Prefer 5 years of project management or related experience.