Principal Adoption Program Manager

Principal Adoption Program Manager at Oracle

Oracle believes in empowering people to do more, through world-class analytics. The Services Excellence team within Oracle Analytics is responsible for innovating, building, and supporting the service management technologies and capabilities that underpin Oracle's products. Their vision is to enable products to be world-class services through the principles of first-class customer experience, scalability, availability, reliability, and security, by investing in process and technology optimization.

As a Principal Adoption Program Manager, you will work with Oracle's top Fusion Analytics customers, influencing and ensuring the success of Fusion Data Intelligence user adoption. Partnering with solution engineers (CEALs), you will guide customers through their adoption journey, from onboarding to successful usage, resulting in increased customer engagement and product success. Your responsibilities include removing adoption blockers, collaborating with the product management team, connecting customers to FDI resources, and providing general product and analytics guidance. Additionally, you will contribute to the organization's growth by creating and delivering new content and playbooks.

You will also partner with Fusion Customer Success Managers to develop strong relationships directly with strategic customers. Engaging with both technical and business stakeholders is a critical aspect of this role.

The successful candidate will possess a growth mindset, essential for thriving in a fast-paced and evolving environment.

Responsibilities

• Oversee assigned enterprise FDI customers to uncover business use cases and achieve business value.
• Serve as the customer's FDI point of contact and trusted advisor.
• Track and manage user adoption and customer risk from a product level, utilizing both data and customer insights.
• Develop success plans that encompass stakeholder relationships, governance, and adoption strategies.
• Support customer escalations and facilitate cross-functional engagements.
• Contribute to the development of the FDI playbook, adoption best practices, and enablement resources for successful customer engagement.
• Collaborate with technical teams (Product, Solutions Engineering) and business teams (Sales, Customer Success) to drive user and product adoption.

Qualifications

• 6+ years of Customer Success Management experience or a similar role in the tech industry (analytics & data highly preferred).
• Bachelor’s degree required.
• Prior experience in SaaS, Analytics, and/or use of Analytics tools (e.g., Power BI, Tableau, OAC) required, including understanding of technical concepts.
• Strong attention to detail, ability to operate independently, and drive towards outcomes.
• Experience collaborating and influencing senior leadership, including Product Management, Technical Support, and Software Engineering.
• Experience with Oracle Fusion ERP or HCM strongly preferred.

Oracle US offers a comprehensive benefits package which includes: Medical, dental, and vision insurance; Short and long term disability; Life insurance; 401(k) Savings and Investment Plan with company match; Paid time off; 11 paid holidays; Paid sick leave; Paid parental leave; Adoption assistance; Employee Stock Purchase Plan; Financial planning and group legal; Voluntary benefits.

Key skills/competency

• Customer Success Management
• Program Management
• Product Adoption
• Fusion Data Intelligence
• SaaS Analytics
• Stakeholder Management
• Business Value Realization
• Cross-functional Collaboration
• Risk Management
• Playbook Development