Job Description
As a member of the Oracle Hospitality Customer Support organization, the Customer Success Manager (CSM) is primarily responsible for ensuring our customers’ optimal usage of Oracle Hospitality products, services, and processes. This includes serving our global, strategic, and independent customers by delivering post-sales, non-technical support of Oracle property management systems, point-of sale systems, and customer support portals, as well as providing direction on engagement with Oracle Hospitality teams and resources.
CSMs collaborate with internal and external teams to ensure alignment and progress toward customer success. This includes partnering with the Oracle Hospitality sales teams to understand customer goals and to provide customers with a warm welcome to steady-state operations and support. This also includes partnering with the Oracle Hospitality technical support teams to ensure insight, prioritization, and progress with customer service requests toward resolution. Most importantly, this includes fostering a healthy relationship and communications cadence with customer teams including quarterly business reviews, recurring status reports, event-driven notifications, and special projects. Daily tasks include usage of web conferencing (e.g. Zoom), unified messaging (e.g. Slack), Microsoft Office Suite (e.g. Outlook, Excel, Word, Power Point, etc.), among other tools. CSMs possess advanced communication skills including active listening to ensure understanding, creation/customization/presentation of internal and customer-facing reports, and writing/speaking at the executive level. CSMs communicate across team boundaries with the intent of defining and promoting the customer-specific path to success.
Successful candidates have a working knowledge of the hospitality industry, the hospitality electronic distribution landscape, property management systems, point of sale systems, hospitality systems integration, and the plight of today’s hotelier. Preferred candidate knowledge includes OPERA PMS, OPERA Cloud PMS, OXI integrations, OHIP integrations, Simphony POS, and general hotel technology (e.g. PMS, POS, CRS, CRM, RMS, etc.). Bachelor’s degree and three years related experience is required.
Career Level - IC3
Responsibilities
RESPONSIBILITIES
- Develop and maintain operational relationships with OPERA Cloud customers up to and including the executive level, serving as the customers’ single point-of-contact to Oracle Hospitality teams and processes.
- Serve as OPERA Cloud customers’ advocate for success, defining and promoting the appropriate processes, actions, and deliverables required to realize their performance goals.
- Monitor and proactively manage customer health. When required, develop and manage customer health improvement plans in order to bring a customer to healthy status.
- Manage customer escalations by connecting and directing the appropriate parties toward resolution.
- Drive high levels of customer satisfaction with Oracle Hospitality products and processes.
- Provide an internal feedback loop for Oracle teams, products, and processes, ensuring their continuous improvement.
- Contribute to the on-boarding, training, and mentoring of new Customer Success Managers.
Skills And Experience
- Bachelors Degree in Hospitality or related field is preferred.
- 5+ years’ Hospitality Industry or equivalent Oracle internal experience with OPERA and Simphony, with a proven record of driving process improvement and increasing guest/customer satisfaction.
- Strategic Thinking – ability to create a vision and deliver to clients.
- Teamwork – candidates will need to be strong team players, who support their colleagues and share their skills.
- Excellent interpersonal, workflow management and communications skills.
- A strong self-starter able to operate as a remote worker and part of a Global Customer Success Team.
- A confident communicator with experience in managing internal and external relationships at a senior level.
- Extensive knowledge of the Hospitality Industry including Property Management Systems and Point of Sale Systems.
- Experience in similar roles within IT or Hospitality environment, preferably both.
- Excellent analytical troubleshooting skills and ability to own problems through to resolution as well as being able to analyze statistical data.
- Track record of working within diverse and successful IT teams.
- Excellent documentation and PowerPoint presentation skills (i.e. able to efficiently create a multi-page deck to deliver a key message).
- Verbal and written communication skills, problem solving skills, attention to detail and interpersonal skills.
- Knowledge of business and management principles involved in strategic planning, resource allocation, and production methods.
- Influencing – the ability to influence technology decisions and represent accordingly.
About Us
As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.
When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.
We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.
Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.
We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.
Disclaimer:
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 and 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.
- Which includes being a United States Affirmative Action Employer
