Consulting Solution Lead

Job Description

The Client Manager for our Customer Health team ensures that AI-generated customer metrics for all customers meet the same high standard as those crafted by a seasoned client manager—delivering decision‑grade quality, not generic output.

Your domain expertise must come from firsthand experience owning interventions with complex customers: identifying risks, managing escalations, developing recovery plans, and writing executive‑ready summaries that drive internal alignment and action. If you’ve advised Customer executives on mitigating organizational risk, or walked a customer back from the brink, or single handedly rallied an internal VP to take action for a Customer, this role is for you.

You will validate that AI‑generated insights meet the rigor required by senior decision‑makers through a combination of real‑world customer engagement and structured QA reviews.

By staying close to actual customers, through targeted account involvement, sampling AI outputs, and overseeing calibration cycles with AI/ML teams; you’ll ensure that AI‑driven health insights are grounded in real customer behavior and deliver truly actionable recommendations, not just pattern recognition.

Responsibilities

Customer Engagement (40%)

• Engage with Customers to stay sharp and translate real‑world lessons into improvements and test the robustness of AI‑generated insights against real‑world complexity.

• Partner with internal teams (CSMs, ACS, PS, AMO) in Customer engagement to surface patterns and evaluate remediation and outcomes from the customer’s perspective.

• To improve quality and reliability of statuses, summaries and tagging assess Customer interactions, risks, remediation plans, and executive narratives in live settings.

QA and Calibration (60%)

• According to sample plan, investigate raw data and review AI‑generated health statuses, executive summaries, and problem tags for accuracy, tone, and decision‑readiness.

• Investigate outputs and corresponding raw data flagged by frontline teams as incorrect, unclear, or low value.

• Own reviews of QA sampling plans and scorecard; document errors, logic breakdowns and root causes over time in trackers to guide model corrections and track improvement progress.

• Collect observations in monthly report to inform cross‑functional partners and leaders.

• Collaborate with raw data process owners and AI/ML teams on monitoring model drift, tag misuse, or shifts in customer behavior patterns to drive model corrections and retraining.

• Refine health tagging guidance to accurately capture evolving customer use case signals.

• Drive internal alignment on what “good” looks like for AI model outputs, ensuring consistent standards that improve decision‑making quality and time to value.

Preferred Qualifications

include:

• 10+ years in customer‑facing roles managing strategic accounts, escalations, or risk remediation at Net Suite.

• Deep experience identifying account risk, crafting remediation plans, leveraging direct and indirect influencing strategies to coordinate mitigation and communicating to execs.

• Strong judgment in distinguishing meaningful risk from noise—especially in ambiguous or politically sensitive situations.

• Strong concise and decision‑oriented documentation skills. Able to rapidly write, revise and structure QA findings, Customer trends, and calibration guidance for cross‑functional leadership consumption.

• Significant experience with navigating CS, AMO, Support, Product, and Ops processes in order to differentiate critical nuance that can shift outputs from generic to decision‑grade.

Disclaimer

Certain US customer or client‑facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information

Range and benefit information provided in this posting are specific to the stated locations only

CA:
Hiring Range in CAD from: $76,700 to $167,600 per annum.

US:
Hiring Range in USD from: $79,100 to $158,200 per annum. May be eligible for bonus and equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions…