Customer Success Manager

Oracle•United States,

7d•$70,000 - $132,400

About The Position

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 Customer Success Manager portfolio includes customers with varying needs and complexity. One or more customers may have significant needs related to upgrades, renewals, transformation, adoption, or all of these factors based on business needs.

Requirements

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

Responsibilities

Overseeing an assigned portfolio of Oracle Health customer accounts
Focusing on continuous improvements to customer utilization and experience
Facilitating contract renewals
Increasing customer satisfaction
Attaining service levels
Driving incremental revenue growth
Overseeing customer experience through the customer lifecycle
Accountable for overall operational success of the customer with using Oracle Health solutions and services
Seeking and identifying opportunities for ongoing improvement and simplification in business operating procedures
Developing, tracking, and managing priorities and committed actions
Cultivating strong partnerships with key internal and external stakeholders
Leveraging relationships to achieve positive outcomes and incremental revenue growth
Participating in key initiatives to grow the overall culture and practice of customer success
Being part of or leading the building of CS tools and enablers
Mentoring and growing junior CSMs
Evangelizing the practice of CS across Oracle Health