Customer Service Manager-Support Oracle Hospitality Domain Exp Only

Job Description

As part of Oracle’s Hospitality Support organization, the Customer Success Manager (Client Relations Manager) plays a strategic role in delivering exceptional post-sales customer engagement, operational leadership, and service excellence for Oracle Hospitality customers worldwide.

The Customer Success Manager serves as a trusted advisor and customer advocate, ensuring customers maximize value from Oracle Hospitality solutions including OPERA PMS, OXI, OWS, Simphony, Reporting & Analytics, and related hospitality platforms. The role is responsible for leading customer-facing support teams, driving customer satisfaction, managing escalations, improving operational performance, and fostering strong relationships with hospitality customers globally.

The ideal candidate combines hospitality domain expertise, customer success leadership, operational management, and strong stakeholder engagement skills to balance customer expectations with business objectives in a fast-paced global support environment.

This position is ideal for professionals with experience in hospitality operations, hospitality technology support, customer success management, or enterprise customer relationship management who are passionate about customer experience, service delivery excellence, and team leadership.

Responsibilities

Customer Success & Relationship Management

• Serve as a primary point of contact and trusted advisor for Oracle Hospitality customers.
• Build and maintain strong customer relationships to ensure high customer satisfaction, retention, and long-term success.
• Proactively engage customers to understand business goals, operational challenges, and service expectations.
• Drive customer success initiatives focused on maximizing adoption and value realization of Oracle Hospitality solutions.
• Manage customer escalations, executive communications, and critical issue coordination with urgency and professionalism.
• Conduct regular customer reviews, service discussions, and operational follow-ups with key stakeholders.
  
  
  

Operational Leadership & Service Excellence

• Contribute to the development and execution of the annual Client Relations and Customer Success business plan.
• Define, implement, and communicate departmental objectives, service standards, and operational priorities.
• Monitor team performance against customer satisfaction, SLA, productivity, and quality metrics.
• Drive continuous service improvement initiatives to enhance operational efficiency and customer experience.
• Ensure timely resolution and coordination of customer issues across support, engineering, cloud operations, and product teams.
• Maintain high standards of service delivery, responsiveness, accountability, and operational excellence.
  
  
  

Team Leadership & Development

• Lead, mentor, coach, and develop customer success and support team members.
• Conduct regular performance reviews, feedback sessions, and career development discussions.
• Foster a collaborative, customer-centric, and high-performance team culture.
• Support employee engagement, skill development, and succession planning initiatives.
• Encourage continuous learning on Oracle Hospitality products, hotel operations, and customer engagement best practices.
  
  
  

Cross-Functional Collaboration

• Partner with support, engineering, cloud operations, implementation, and product management teams to resolve customer issues effectively.
• Collaborate with internal stakeholders to identify recurring customer pain points and drive preventive improvements.
• Support product adoption, upgrade initiatives, and customer transition activities when required.
• Provide customer insights and operational feedback to leadership and product teams.
  
  
  

Qualifications & SkillsMandatory

• Experience in Customer Success, Client Relations, Hospitality Support, Technical Account Management, or Service Delivery roles.
• Experience working with hospitality technology platforms, preferably Oracle Hospitality OPERA PMS or related hotel systems.
• Strong understanding of hotel operations including front office, reservations, housekeeping, billing, food & beverage, and guest service workflows.
• Proven experience managing customer relationships and handling customer escalations in enterprise support environments.
• Demonstrated leadership experience managing teams in customer-facing operations or support functions.
• Excellent verbal and written communication skills with the ability to engage executive stakeholders and global customers.
• Strong analytical, organizational, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced, global support environment.
• Bachelor’s degree in Hospitality Management, Business Administration, Technology, or related field.
  
  
  

Good-to-Have

• Experience supporting Oracle Hospitality solutions such as OPERA PMS, Simphony, OXI, OWS, Reporting & Analytics, or related hospitality platforms.
• Knowledge of SaaS support models, cloud operations, and customer lifecycle management.
• Experience working in global 24x7 support organizations.
• ITIL, Customer Success, or Service Management certifications.
• Familiarity with CRM, ticketing, and customer engagement platforms.
• Exposure to hospitality software implementations, onboarding, or training programs.
• Additional language capabilities supporting international customers.
• Experience working with cross-cultural global customer environments.
  
  
  

Preferred Competencies

• Customer-centric mindset with strong relationship management capabilities
• Leadership and people management skills
• Strategic thinking and operational decision-making
• Escalation management and conflict resolution
• Stakeholder communication and executive presence
• Service delivery and operational excellence focus
• Collaboration and teamwork
• Adaptability and continuous improvement mindset
  
  
  

Qualifications

Career Level - M2

About Us

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