Strategic Initiatives Lead

Oracle

27d

About The Position

We are seeking an experienced, organized, proactive, and analytical Senior Strategic Initiatives leader for a pivotal role within the Customer Success Organization. As the Strategic Initiatives Leader for Oracle’s Customer Success Management (CSM) organization, you will play a pivotal role in bridging the current enablement and operational gap for these critical customer segments. You will be responsible for designing, developing, implementing, and optimizing project plans, initiatives, programs, processes, that equip and empower Customer Success Executives and Leadership team. Your expertise will ensure CSMs receive tailored tools, resources, and training, enabling them to proactively address customer needs, maximize value realization, and support retention and expansion goals. You will partner with Product, Sales, Implementers, and Customer Success leadership to design, develop, and optimize programs, processes, and project plans that equip CSMs to deliver exceptional customer experiences and outcomes. In this role, you will co-manage the Customer Lifecycle Management tool—ensuring it is leveraged to document customer engagements, improve internal workflows, and provide actionable insights for business leaders. A data-driven approach to designing and implementing programs is essential. Ongoing follow-up and mentorship are crucial, as these efforts will directly impact customer engagement, satisfaction, and long-term business growth. You will provide data-driven analysis and reporting to leadership on project and program adoption and success, as well as proactively identify potential risks and propose mitigation plans. Your efforts will support ongoing feedback loops, provide mentorship, and represent the voice of both customers and CSMs within Oracle Health. This highly strategic position demands exceptional organizational skills, a strong customer-centric approach, and a blend of operational acumen, and program development. As Project Manager, you will drive and enable process improvements, collaborate with teams to define, schedule, track, and communicate project status and deliverables, and ensure alignment with executive management. In doing so, you will play a key role in helping the Customer Success Organization exceed client expectations, build long-term relationships, and contribute to overall company growth and success. You will analyze customer and CSM feedback to identify systemic challenges, champion process and system improvements, and act as the voice of CSMs for these market segments. Your efforts will help Oracle advance a culture of cross-functional excellence, accountability, and customer centricity—ultimately driving long-term success for both our clients and the business.

Requirements

Experienced, organized, proactive, and analytical
Strong customer-centric approach
Blend of operational acumen, and program development
Exceptional organizational skills
Data-driven approach to designing and implementing programs

Responsibilities

Designing, developing, implementing, and optimizing project plans, initiatives, programs, processes, that equip and empower Customer Success Executives and Leadership team
Partnering with Product, Sales, Implementers, and Customer Success leadership to design, develop, and optimize programs, processes, and project plans that equip CSMs to deliver exceptional customer experiences and outcomes
Co-managing the Customer Lifecycle Management tool—ensuring it is leveraged to document customer engagements, improve internal workflows, and provide actionable insights for business leaders
Providing data-driven analysis and reporting to leadership on project and program adoption and success, as well as proactively identify potential risks and propose mitigation plans
Driving and enabling process improvements, collaborate with teams to define, schedule, track, and communicate project status and deliverables, and ensure alignment with executive management
Analyzing customer and CSM feedback to identify systemic challenges, champion process and system improvements, and act as the voice of CSMs for these market segments