Senior Customer Success Manager

Overview of the Senior Customer Success Manager Role at Oracle Health

The Senior Customer Success Manager at Oracle Health is responsible for overseeing a designated portfolio of customer accounts. This role focuses on continually enhancing customer adoption and overall experience, ensuring successful contract renewals, boosting customer satisfaction, achieving service level agreements, and driving incremental revenue growth.

This manager guides the customer experience throughout its entire lifecycle, taking accountability for the operational success of customers utilizing Oracle Health solutions and services. The Senior Customer Success Manager actively seeks and identifies opportunities for ongoing improvement and simplification in business operating procedures, which leads to improved organizational effectiveness and optimized use, adoption, and value realization from Oracle Health products and systems.

Key responsibilities include developing, tracking, and managing priorities and committed actions to ensure progress on identified opportunities. The role also involves cultivating robust partnerships with essential internal and external stakeholders, leveraging these relationships to achieve positive outcomes and foster incremental revenue growth within the assigned customer account portfolio.

The customer portfolio managed by a Senior Customer Success Manager encompasses clients with diverse needs and complexities. This may include clients facing significant needs related to upgrades, renewals, major transformations, adoption challenges, or a combination of these factors, all based on specific business requirements.

Performance for the Senior Customer Success Manager will be measured against several key metrics:

• Development of strong success plans for their customers or portfolios.
• Referenceability of managed accounts.
• Documentation of success stories.
• Achieving ARR (Annual Recurring Revenue) retention and growth targets.
• High contract renewal rates.
• Maintaining code currency for client systems.
• Generation of sales leads.
• Overall customer satisfaction.
• Customer performance on KPIs relative to peers.

Beyond direct customer responsibilities, the Senior Customer Success Manager also contributes to practice development by fostering the culture and practice of customer success within Oracle Health. This includes participating in key initiatives and contributing to or leading the creation of CS tools and enablers.

Required Experience and Qualifications

• Bachelor's or Master’s degree in IT, Healthcare, a related field, or equivalent relevant work experience.
• At least 8+ years of software implementation/support work experience.
• Extensive experience in Healthcare Information Technology (HCIT) consulting, HCIT support, project/program management, client relationship management, and/or other client-facing or HCIT solution work.

Preferred Qualifications

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

Expectations for the Role

• Willingness to work 100% from client locations.
• Flexibility to work additional or irregular hours as needed and permitted by local regulations.
• Adherence to corporate and organizational security policies and procedures, understanding personal responsibility in safeguarding corporate and client assets, and taking appropriate action to prevent and report any security compromises within the scope of the position.
• Execution of other assigned responsibilities.

About Oracle

Oracle uniquely integrates data, infrastructure, applications, and expertise to drive everything from industry innovations to critical, life-saving care. With AI seamlessly embedded across our products and services, we empower customers to transform promises into a better future for all. Discover your potential within a company at the forefront of AI and cloud solutions, impacting billions of lives globally.

True innovation thrives when everyone is empowered to contribute. Oracle is dedicated to cultivating a diverse workforce that promotes opportunities for all, offering competitive benefits including flexible medical, life insurance, and retirement options. Employees are also encouraged to give back to their communities through various volunteer programs.

Oracle is committed to providing an inclusive environment for people with disabilities at every stage of the employment process. If you require accessibility assistance or accommodation for a disability at any point, please contact accommodation-request_mb@oracle.com or call 1-888-404-2494 in the United States.

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, 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.

Key skills/competency

• Customer Success
• Account Management
• Healthcare IT
• EHR/EMR Systems
• Client Relationship Management
• Contract Renewals
• Adoption Strategy
• KPI Performance Analysis
• Revenue Growth
• Stakeholder Management