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Oracle Customer Success Manager - Oracle Payments in Boston, Massachusetts

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:

  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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