Senior Customer Success Manager
hace 3 meses
**Senior Customer Success Manager - Oracle Hospitality & Leisure**
**Location**:
**No visa sponsorship is available for this position.**
Are you passionate about hospitality and technology? Do you thrive on building strong relationships and delivering top-notch support? Oracle Hospitality is looking for a dynamic and enthusiastic Customer Success Manager (CSM) to join our global team and make a significant impact in the hospitality and leisure sector
**Your Mission**:
As a Customer Success Manager at Oracle Hospitality, you’ll be at the forefront of ensuring our diverse clientele—ranging from global giants to unique independent operators—make the most of our innovative products and services. You’ll play a pivotal role in delivering exceptional post-sales support, driving customer satisfaction, and fostering long-term success.
**What You'll Do**:
**Drive Customer Excellence**:Champion the optimal use of Oracle’s property management systems (PMS), point-of-sale (POS) systems, and customer support portals. Tailor your approach to each client’s unique needs and aspirations.
**Global Collaboration**:Partner with global, strategic, and independent customers, aligning with Oracle’s sales and technical teams to understand customer goals and deliver a seamless transition to steady-state operations.
**Strategic Support**:Develop and execute strategies to monitor and enhance customer health. Proactively manage issues and drive improvements to ensure our clients achieve their performance goals.
**Elevate Relationships**:Build and maintain strong operational relationships with executive-level contacts, ensuring they receive the highest level of support. Manage escalations with a solutions-focused approach, keeping clients satisfied and engaged.
**Foster Innovation**:Provide valuable feedback to internal teams, driving continuous improvement in Oracle’s products and processes. Play a key role in onboarding, training, and mentoring new Customer Success Managers.
**What We’re Looking For**:
**Hospitality Tech Guru**:Extensive knowledge of the hospitality technology landscape, including Property Management Systems (PMS) and Point of Sale (POS) systems. Experience with OPERA PMS, OPERA Cloud PMS, OXI integrations, OHIP integrations, and Simphony POS is highly preferred.
**Seasoned Professional**:7+ years of experience in the hospitality industry or a related role, with a proven track record of improving processes and enhancing guest/customer satisfaction. Expertise in Oracle products is a major plus.
**Strategic Visionary**:Ability to develop and implement strategies that drive client success. Think creatively and adapt solutions to meet the evolving needs of your clients.
**Master Communicator**:Exceptional interpersonal skills, with the ability to engage effectively with C-Level executives and stakeholders. Strong experience in managing complex relationships and presenting at senior levels.
**Team-Oriented Leader**:A collaborative spirit who thrives in a team environment, sharing knowledge and supporting colleagues to achieve shared goals.
**Self-Motivated Achiever**:A proactive, self-starter who excels in a remote work setting and as part of a global team. Strong organizational and workflow management skills are essential.
**Why Oracle Hospitality?**
Join us at Oracle Hospitality and become part of a team that is reshaping the future of hospitality technology. You’ll work with cutting-edge solutions, contribute to transformative projects, and be a part of a diverse and inclusive global community.
Career Level - IC4
**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.
- Deliver regular business reviews and success plans to senior executives and key business stakeholders.
- Ability to solve complex problems quickly and efficiently.
- Understand the value of the internal Oracle processes and tools available to assist your search for answers and for pro-active planning.
- Ability to translate complex technical updates into common language.
**Skills:
- Experience in a custom
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