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Company

myGwork - LGBTQ+ Business Community · 1 day ago

Senior Customer Success Manager

United States

Full-time

Remote

Senior Level, Lead/Staff

$43.99/hr - $85.67/hr

8+ years exp

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Responsibilities

Overseeing an assigned portfolio of Oracle Health customer accounts with a focus on continuous improvements to customer utilization and experience, facilitating contract renewals, increased customer satisfaction, service level attainment and incremental revenue growth

Oversees customer experience through the customer lifecycle and is accountable for overall operational success of the customer with using Oracle Health solutions and services

Seeks and identifies opportunities for ongoing improvement and simplification in business operating procedures leading to improved effectiveness of the organization and optimization of Oracle Health product/system use, adoption and value realization

Develops, tracks and manages priorities and committed actions to ensure progress on identified opportunities

Cultivating strong partnerships with key internal and external stakeholders and leveraging relationships to achieve positive outcomes and incremental revenue growth within assigned customer account portfolio

Measured on Strong Success Plans for their customer or portfolio of customers

Referenceability

Success Stories

ARR retention and growth

Contract renewal rate

Code currency

Sales Leads generated

Overall customer satisfaction

Customer performance on KPIs relative to peers

Grow the overall culture and practice of customer success within Oracle Health by participating in key initiatives

Be a part of or lead the building of CS tools and enablers

Mentoring and growing junior CSMs and evangelizing the practice of CS across Oracle Health

Qualification

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Healthcare Information TechnologyClient Relationship ManagementProject ManagementOracle Health productsCollaboration Skills

Required

BS or BA degree in related field and/or related and equivalent job experience.

8+ years of Healthcare Information Technology (HCIT) experience in Consulting, Support, Project/Program Management, Client Relationship Management and/or other client facing HCIT solution work.

Knowledge of relevant best practices within Healthcare Information Technology (HCIT) consulting as evidenced by prior successful consulting outcomes and achievements.

8+ years experience consulting, influencing and partnering with key customer end-users and decision-makers up to and including healthcare CXOs and CIOs.

Strong project management skills including ability to create, maintain and execute on a detailed account management plan including budget, structure, schedule, needs, metrics and outcomes.

Accomplished communication and interpersonal skills including ability to articulate complex information in a way that others can easily understand in both verbal and written form.

Ability to influence, persuade and negotiate to achieve effective and mutually beneficial outcomes.

Ability to partner and collaborate across teams and organizations to resolve conflicts, drive performance improvement and achieve positive outcomes as indicated by agreed upon metrics and KPIs.

Ability to travel to client sites up to 20% of time based on business needs.