• Oracle Hospitality Cloud Customer Success Manager- Shared Services Jobs in Ireland - 25084593

  • ORACLE
  • Ireland

Job Description:

Oracle Hospitality Cloud Customer Success Manager- Shared Services - 19000SYO

Preferred Qualifications

Cloud Customer Success Manager

Oracle Hospitality Cloud

As a member of the Cloud CSM Team, your job role will be working with customers who have chosen to move to the Cloud for their Property Management Systems Infrastructure Your focus will be on delivering and overseeing change management projects in the data center, while acting also a single point of contact for a variety of customers from dedicated environments and multi-tenant environments You may also be involved in delivering post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs This involves assisting customers, both seasoned experienced customers but also with the onboarding of new customers with change management in the data center, as well as other internal organizations within Oracle and Oracle Hospitality A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues

In this role, you will be considered the lead customer liaison for strategic accounts, and may attend on occasion one-on-one meetings with representatives of the strategic accounts

Job duties are varied and complex, needing independent judgment May have project lead role Because of the nature of this position, a proven track record of demonstrated working skills including, but not limited to, excellent verbal and written communication skills, project management skills, ability to multitask and work under pressure, and (most importantly) an unabbreviated commitment to ensuring customer success Bachelor*s Degree in either communications or information systems, 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*s products, and six years related experience

The Cloud Customer Success Manager serves as the single point of contact for Oracle Hospitality Cloud customers Cloud Customer Success Managers duties include

Develop and maintain operational relationships with selected Enterprise Cloud customers

Through daily activities, strive for a high degree of customer satisfaction resulting in a positive references for the services that the Customer is consuming from Oracle

Represent their customers as a single point of contact within Oracle Cloud Operations and partner with Support Customer Advocacy Managers along with Oracle Leadership to bind them together in a working team

Monitor and proactively manage cloud deliverables and service obligations to insure the proper quality of service is consistently provided to our customers

Handle day-to-day Customer relationship and when necessary for crises or escalations, connect the appropriate parties to reach resolution

Educate the customer on the most effective and efficient way to use Oracle processes, products, tools, systems, interfaces and procedures

Drive internal processes to ensure the highest quality of service, and work with teams to improve as needed Maintain accurate account information

Perform with a high level of autonomy, reporting to management regularly on customer status and striving to keep cloud escalations at a minimum while keeping leadership appraised of any possible flare points

Contribute to the Onboarding, training and mentoring of new Cloud Customer Success Managers

Excels individually while contributing to the team dynamic by providing direction and mentorship of others in addition to sharing any relevant product information or issues with the team

Based upon interaction with customer teams, make recommendations to relevant Account Managers for possible up-sell activities to include services, add-ons, etc

Develop, manage, and present period service improvement plans internally and with customers

Proactively communicate to assigned customers following service interruption events

Recognise chronic or reoccurring trends in service interruptions and elevate them to Senior Management

Creation of weekly/monthly system and infrastructure performance reports

Performs non-technical project completion using an internal customer perspective, typically from initiation through delivery

Develops project plans and coordinates cross-functional teams through meetings and progress measurement activity which bring distinct, specific projects to completion both on time and within budget

Duties and tasks are varied and complex; independent judgment needed Fully competent in own area of expertise May have project lead role and or supervise lower level personnel BS degree or equivalent experience relevant to functional area Prefer 5 years of project management or related experience

Detailed Description and Job Requirements

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues

In this role, you will be considered the lead customer liaison for 4 -10 strategic, top-revenue Support accounts, and will attend one-on-one meetings with representatives of the strategic accounts You will be responsible for managing internal projects, such as creating internal training curricula and schedules, presenting across lines of businesses, identifying and driving productivity improvement opportunities, coordinating, preparing and qualifying Premier Analysts for Customer Visits and employee mentoring

Job duties are varied and complex, needing independent judgment May have project lead role Because of the nature of this position, a proven track record of demonstrated working skills including, but not limited to, excellent verbal and written communication skills, project management skills, ability to multitask and work under pressure, and (most importantly) an unabbreviated commitment to ensuring customer success Bachelor*s Degree in either communications or information systems, 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*s products, and six years related experience

As part of Oracles employment process candidates will be required to successfully complete a pre-employment screening process This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable)

Job Support

Travel Yes, 25 PERCENT of the Time

Location IE-IE,Ireland-Galway

Job Type Regular Employee Hire

Organization Oracle

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Software Services, IT-Software
Functional Area : IT Software : Software Products & Services
Role : Project Leader/ Project Manager
Salary : As per Industry Standards
Deadline : 12th May 2020

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