Senior Manager, Customer Success Management

Key Responsibilities
Customer Success-Implementation Phase:
-Manages implementation process across multiple teams or segments, ensuring process consistency and delivery quality.
-Monitors the health of a portfolio of accounts during the implementation phase to identify common blockers to and oversee the creation and execution of an action plan.
-Partners with cross-functional teams to resolve systemic issues and drive scalable improvements in onboarding and implementation.
Customer Success-Success Planning:
-Oversees teams as they work with customers to understand their needs, determine how the solution can effectively achieve their goals, define KPIs (Key Performance Indicators), and provides recommendations on and assists in the development of best practices for creating success plans based on business needs.
-Drives consistency in how teams manage customer progress and success planning across segments or regions.
Customer Success-Adoption Phase:
-Leads cross-team initiatives to improve customer success outcomes, using data-driven analysis of account health, satisfaction, and service quality.
-Designs and deploys strategies that elevate service quality across multiple teams or regions.
-Reviews Quarterly Business Review (QBR) metrics and makes recommendations for improving customer success and retention.
-Ensures teams execute assessments to identify adoption gaps and achieve value realization.
Customer Relationship Management-Account Ownership & Long-Term Success:
-Drives teams to leverage best practices for acting as the main contact for customer accounts, building and maintaining strong relationships to ensure satisfaction, achievement of goals, and maximization of value to ensure long-term success.
-Drives teams to develop and share customer engagement opportunities.
-Drives process improvement initiatives, partnering with internal stakeholders to address systemic issues and enhance delivery efficiency and effectiveness across multiple teams or functions to improve responsiveness to customer needs.
-Ensures teams are implementing best practices when preparing and supporting customers through milestones and transitions to ensure consistent and high-quality customer experiences.
-Oversees teams to drive customer advocacy and references for Oracle products and services.
Sales & Renewal Support-Expansion & Renewal Support:
-Reviews and collaborates with internal teams on the renewal and expansion strategy for high-impact and/or strategic accounts, aligning value delivery with long-term business goals to ensure high retention and growth and ensure consistent execution.
-Develops guidance and best practices on how to identify downsell and cancelation risks and how to identify product and/or service value and growth opportunities across teams.
-Partners across the organization to understand go-to-market strategies that support retention and account growth.
-Ensures teams are aligning activities with broader organization through information exchange.

Core Responsibilities
Planning & Execution:
-Manages multiple medium- to large-scale projects or initiatives across teams, ensuring timelines, deliverables, and budgets when applicable are monitored and met. Provides direction to teams on project work, setting priorities, and aligning with business needs. Guides teams on adjusting plans to accommodate resource or timeline changes.
Collaboration & Partnership:
-Drives cross-functional partnerships to align on expectations and shared objectives across multiple teams. Coaches team members to develop strategic relationships with business leaders, stakeholders, and external partners to foster collaboration and long-term success. Promotes inclusivity by actively seeking and listening to diverse perspectives, ensuring others feel heard and respected.
Problem Solving:
-Provides direction to multiple teams on addressing complex operational and/or technical issues as well as providing guidance on analyzing complex data and/or information to identify solutions. Reviews and provides insights into unresolved or critical issues, helping the team to identify potential solutions.
Continuous Learning:
-Models engaging in continuous learning to deepen expertise and stay ahead of industry trends, integrating best practices into strategic planning. Leverages feedback to drive personal and team skill improvements. Identifies skill gaps across teams and empowers team members to pursue learning and knowledge sharing opportunities that build their expertise in new areas and coaches them to apply learnings to advance the organization.
Continuous Improvement:
-Drives team to collaborate on, develop, and implement ideas to increase the efficiency and effectiveness of processes, protocols, and workflows within and across teams, providing oversight. Guides team to adopt new ideas for alternative approaches and methods and encourages feedback for continued improvement.
Performance and Development:
-Drives performance across teams by providing feedback and coaching in alignment with performance management processes, guidelines, and expectations. Discusses development goals with team members, shares opportunities to facilitate career development, and ensures individual goals are aligned with broader organizational goals. Develops and manages talent acquisition pipeline by leading candidate interviews, monitoring promotion eligibility, and/or orchestrating talent resources.