Customer Success Manager

Position: Customer Success Manager - Oracle Payments Job Description ... Customer Success Manager – Oracle Payments Location: United States No visa sponsorship is available for this position. As a member of the Oracle Payments Success organization, your focus is to deliver end-customer and industry level excellence throughout the Oracle Payments customer journey while serving as an advocate for customer needs, helping to shape the Oracle Payments product. This involves resolving technical and non-technical customer inquiries or quickly routing inquiries to appropriate support channels. Overseeing the Oracle Payments/GIU relationship, you are responsible for augmenting industry and end-customer relationships and providing advice and assistance to internal Oracle teams on diverse customer situations and escalated issues. Responsibilities In this role, you will be considered the lead Oracle Payments xGIU liaison for 1-2 Oracle industries (GIUs), with a focus on top-revenue accounts and driving time from booking to sustainable revenue. Key responsibilities include: Customer Advocacy: Serve as a dedicated advocate for our internal and external customers, understanding their needs, and conveying their feedback to influence product development and enhancements while driving CSAT and revenue. External Customer Support: Resolve non-technical and technical customer inquiries throughout the entire external customer lifecycle. Internal Customer Support: Drive Oracle Payments representation in relevant industry framework to ensure Oracle Payments meets industry needs and expectations, coordinating on training, documentation, Sales engagements, hardware initiatives and more. Primary Contact Point: Act as the main point of contact for a GIU, facilitating strong relationships between them and the Oracle Payments team. Issue Resolution: Manage and resolve escalated customer issues, ensuring a high level of customer satisfaction and retention. Address technical questions related to the use and troubleshooting of our Oracle Payments, providing clear and accurate guidance. Strategic Account Management: Attend one-on-one meetings with representatives of strategic accounts and participate in regular meetings with GIU leadership teams. Project Management: Manage internal projects such as creating process frameworks to drive Oracle Payments growth, presenting to leaders across lines of businesses, identifying and implementing improvement initiatives, coordinating, preparing, and qualifying presentation materials for external and internal customers, and presenting to executive-level leadership. Qualifications Job duties are varied, complex, and constantly shifting to meet industry needs. This role requires the ability to quickly understand complex issues across a very diverse set of customers. The ability to provide independent judgment and resolution is crucial. Qualifications include: Proven experience in a customer success or support role, ideally within a payments platform environment. Ability to remain agile and flexible in complicated scenarios, often being taken out of your comfort zone. Strong problem-solving skills and the ability to think critically under pressure. Excellent communication and project management skills. A commitment to ensuring customer success. Previous account management and customer-focused experience. Training experience in a software environment. Prior working knowledge of or the desire to quickly learn about Oracle Payments. Six years of related experience. Bachelor's Degree . Career Level - IC3 Responsibilities As a member of the product development division, you will define product specifications and or strategy. Gather and analyze information to define product specifications and review design specifications. Communicate product strategy and functionality. Initiate and foster relationships with other groups. Review product documentation and collateral. Ensure successful product releases based on corporate priorities. Disclaimer: Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates. Range and benefit information provided in this posting are specific to the stated locations only US: Hiring Range: from $70,400 to $178,200 per annum. May be eligible for bonus and equity. Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity. Oracle US offers a comprehensive benefits package which includes the following: Medical, dental, and vision insurance, including expert medical opinion Short term disability and long term disability Life insurance and AD&D Supplemental life insurance (Employee/Spouse/Child) Health care and dependent care Flexible Spending Accounts Pre-tax commuter and parking benefits 401(k) Savings and…