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Oracle Casinos Customer Success Manager - Oracle Hospitality (Las Vegas, NV) in Boston, Massachusetts

Job Description

Casinos Customer Success Manager - Oracle Hospitality

Location: Las Vegas, NV

Travel: Up to 25%

No visa sponsorship available for this position .

About the Role:

As a Casinos Customer Success Manager at Oracle Hospitality, your primary goal is to maximize customer retention through effective solution management and drive SaaS revenue expansion. You’ll achieve this by guiding customers through product adoption and helping them engage with all Oracle Hospitality products, services, and processes. This role demands clarity in goals and flexibility in execution. You will collaborate closely with Sales, Consulting, Operations, Development, and other Customer Success Managers to deliver exceptional customer experiences.

Who We Are:

At Oracle Hospitality, we empower you to earn your guests' loyalty with seamless operations from the lobby to the back office. Our technology connects event sales, guest rooms, gaming systems, management, and POS – delivering integrations that create exceptional guest experiences.

Who You Are:

The ideal candidate possesses deep knowledge of the hospitality and casino industries, including electronic distribution, property management systems, point of sale systems, patron management and systems integration. Familiarity with OPERA PMS, OPERA Cloud PMS, OXI integrations, Simphony POS, and other hotel technologies (PMS, POS, CRS, CRM, RMS, PTS, etc.) is preferred. A Bachelor’s degree and at least five years of relevant experience are required.

Role and Responsibilities:

  • Develop and maintain operational relationships with OPERA Cloud customers, up to the executive level, serving as their primary contact for Oracle Hospitality teams and processes.

  • Advocate for customers' success by defining and promoting processes, actions, and deliverables to help them achieve their performance goals.

  • Proactively manage customer health, including developing improvement plans and overseeing issue resolution.

  • Drive high customer satisfaction with Oracle Hospitality products and processes.

  • Provide internal feedback to enhance Oracle teams, products, and processes.

  • Contribute to the onboarding, training, and mentorship of new Customer Success Managers.

  • Conduct regular business reviews and success planning sessions with senior executives and key stakeholders.

  • Efficiently solve complex problems and translate technical updates into understandable language.

  • Utilize Oracle's internal processes and tools for proactive planning and resolution of issues.

Skills & Preferred Qualifications:

  • 5+ years of experience working for or with a casino operator (preferably a major brand).

  • 5-10 years of experience in customer-facing roles involving cloud-based/SaaS technology.

  • Ability to manage complex projects involving multiple internal and external stakeholders.

  • Proven ability to build lasting customer relationships with limited resources.

  • Strong technical understanding of cloud solutions, integrations, operating concepts, and infrastructure.

  • Experience driving continuous improvement in large organizations.

  • Proficient in project management and effective risk management.

  • Excellent communication skills, both verbal and written, with the ability to simplify complex information.

  • Strong teamwork and collaboration skills.

  • Resilience under pressure with a focus on solutions.

  • Confident, engaging presentation skills; personable, positive, and approachable demeanor.

  • Effective at handling objections.

  • Diligent, organized, and strong time management skills focused on delivering results.

Career Level - IC3

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 $26.97 to $54.13 per hour; from $56,100 to $112,600 per annum. May be eligible for 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:

  1. Medical, dental, and vision insurance, including expert medical opinion

  2. Short term disability and long term disability

  3. Life insurance and AD&D

  4. Supplemental life insurance (Employee/Spouse/Child)

  5. Health care and dependent care Flexible Spending Accounts

  6. Pre-tax commuter and parking benefits

  7. 401(k) Savings and Investment Plan with company match

  8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.

  9. 11 paid holidays

  10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.

  11. Paid parental leave

  12. Adoption assistance

  13. Employee Stock Purchase Plan

  14. Financial planning and group legal

  15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

Disclaimer:

Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer

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