Strategic Initiatives Lead

Strategic Initiatives Lead at Oracle

As a Strategic Initiatives Lead within Oracle's Customer Success Organization, you will be instrumental in bridging the operational and enablement gaps for critical customer segments. This pivotal role involves designing, developing, implementing, and optimizing programs and processes that empower Customer Success Executives and their leadership.

You will ensure that Customer Success Managers (CSMs) receive the necessary tools, resources, and training to proactively address customer needs, maximize value realization, and achieve retention and expansion goals. Collaboration is key; you will partner with Product, Sales, Implementers, and Customer Success leadership to create and refine programs that deliver exceptional customer experiences. A significant part of your role will be to co-manage the Customer Lifecycle Management tool, using it to document engagements, streamline workflows, and generate actionable insights for business leaders.

Key Responsibilities

• Serve as the subject matter expert for Oracle Health’s Customer Lifecycle Management tool, overseeing systems and workflows for customer documentation, audits, and operational reporting.
• Develop and execute comprehensive enablement strategies, including onboarding, training, and operational playbooks for CSMs within the Health segment.
• Promote the adoption of tools and a data-driven mindset to gather actionable insights and communicate results to leadership and stakeholders.
• Build and implement performance metrics and success criteria to continuously optimize enablement and adoption programs.
• Establish strong relationships with Product, Sales, Implementers, and Customer Success teams to ensure alignment with current and future business needs.
• Assemble and deliver high-quality presentations and communications, including executive-level PowerPoint decks and weekly operations newsletters.
• Analyze feedback and operational metrics, identify risks and opportunities, and lead mitigation and continuous improvement efforts.
• Represent customer interests, champion process and system enhancements, and drive cross-functional excellence and accountability.
• Manage multiple projects from initiation to completion, ensuring timely delivery, adherence to scope and budget, and documentation of best practices.
• Facilitate regular project meetings, provide progress updates, and foster a culture of collaboration and transparency.
• Partner with Product, Sales, Consulting, and Customer Success leadership to identify segment-specific needs and design targeted initiatives.
• Identify risk areas and provide mitigation plans to ensure timely delivery.
• Obtain requirements, evaluate, and determine objectives, goals, and scope for complex projects.
• Develop comprehensive project plans, including defining objectives, KPIs, timelines, resources, and milestones.
• Maintain open communication with customer success teams and leadership, providing regular updates, addressing concerns, and ensuring needs are met.
• Implement governance and operational working practices, including monitoring project performance, tracking key metrics, and identifying process improvements.
• Manage project budgets, track expenses, and ensure cost-effectiveness without compromising quality.
• Conduct post-project evaluation and documentation, capturing client feedback and success stories.
• Contribute to the continuous improvement of project management methodologies and best practices.

Qualifications and Skills

• 6+ years of experience in enablement, program/project management, customer success, or operational excellence roles, preferably within the Health, healthcare, or SaaS sectors.
• Bachelor’s degree in a relevant field; PMP or equivalent certification preferred.
• Demonstrated success in designing, implementing, and scaling adoption or enablement programs for complex solutions.
• Proven ability to lead cross-functional initiatives, manage multiple priorities, and influence without direct authority.
• Proven work experience as a Project Manager in a customer-facing role, preferably within the SaaS or Health industry.
• Excellent skills in data analysis, insight generation, and storytelling to articulate business impact.
• Proficiency with project management tools, CRM systems, and business process optimization.
• Deep understanding of customer success principles and operational practices in the Health sector.
• Strong organizational, communication, and interpersonal skills.
• Customer-centric, proactive, and solutions-oriented mindset.
• Ability to work in a fast-paced environment, manage changing priorities, and adapt to evolving customer needs.
• Strong problem-solving skills and a proactive approach to identifying and resolving issues.
• Knowledge of project budgeting, risk management, and resource planning.

Key skills/competency

• Strategic Planning
• Program Management
• Customer Success Enablement
• Cross-functional Leadership
• Data Analysis
• Process Optimization
• Project Management Tools
• CRM Systems
• Stakeholder Communication
• SaaS/Healthcare Industry Knowledge