Senior Customer Success Manager Oracle Health

Job Description

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 adoption 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 clients with varying needs and complexity. One or more clients may have significant needs related to upgrades, renewals, transformation, adoption, or all of these factors based on business needs.

The CSM will be measured on the following:

• 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
  
  
  

Practice development: Grow the overall culture and practice of customer success within Oracle Health by participating in key initiatives, be a part of or lead the building of CS tools and enablers.

Responsibilities

Required Experience:

• Bachelors or Master’s degree in IT, HealthCare, related field or equivalent relevant work experience
• At least 8+ years software implementation/Support work experience
• Healthcare information technology (HCIT) consulting, HCIT support, project/program management, client relationship management and/or other client-facing or HCIT solution work experience
  
  
  

Preferred Qualifications:

• EHR/EMR experience
• Client relationship/Service Management experience
• Experience working in Support Sales, Application Managed Services and SolutionWorks business units
  
  
  

Expectations:

• Willing to work 100% from client location
• Willing to work additional or irregular hours as needed and allowed by local regulations
• Work in accordance with corporate and organizational security policies and procedures, understand personal role in safeguarding corporate and client assets, and take appropriate action to prevent and report any compromises of security within scope of position
• Perform other responsibilities as assigned
  
  
  

Qualifications

Career Level - IC4

About Us

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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.

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