Customer Success Manager

About the role

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 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.

Responsibilities

• Develop long term partnership with our CommunityWorks 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.
• Maintain 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.

Qualifications

• 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.