Customer Success Manager

** 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 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.

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, mentoring and growing junior CSMs and evangelizing the practice of CS across Oracle Health

** Responsibilities*
* Develop long term partnership with our Community Works customers to ensure they remain successful by realizing the full value of their investment with us to ensure customer continues/replenish/renews contract with Oracle. Responsible for maintaining a high level of customer satisfaction by being a liaison between our customers and Oracle's internal operations. Identify product expansion/up sell opportunities. Work with varying sizes of customers.

Provide input into the CSM methodology and direction. Act as mentor to newer CSMs on a voluntary basis.

** Knowledge,

Skills & Experience:

*
* BS or BA degree in related field and/or related and equivalent job experience.

8+ years of Healthcare Information Technology (HCIT) experience in Consulting, Support, Project/Program Management, Client Relationship Management and/or other client facing HCIT solution work.

Knowledge of relevant best practices within Healthcare Information Technology (HCIT) consulting as evidenced by prior successful consulting outcomes and achievements.

8+ years' experience consulting, influencing and partnering with key customer end-users and decision-makers up to and including healthcare CXOs and CIOs.

Prior experience with Oracle Health products and service offerings preferred.

Strong project management skills including ability to create, maintain and execute on a detailed account management plan including budget, structure, schedule, needs, metrics and outcomes.

Accomplished communication and interpersonal skills including ability to articulate complex information in a way that others can easily understand in both verbal and written form.

Ability to influence, persuade and negotiate to achieve effective and mutually beneficial outcomes.

Ability to partner and collaborate across teams and organizations to resolve conflicts, drive performance improvement, and achieve positive outcomes as indicated by agreed upon metrics and KPIs.

Ability to travel to customer sites up to 20% of time based on business needs.

Disclaimer:

** Certain U.S. based or U.S. customer or client-facing roles may be required to comply…