Hospitality & Leisure Customer Success Manager IC3

As a member of the Oracle Hospitality Customer Support organization, the Customer Success Manager (CSM) is primarily responsible for ensuring our customers’ optimal usage of Oracle Hospitality products, services, and processes.  This includes serving our global, strategic, and independent customers by delivering post-sales, non-technical support of Oracle property management systems, point-of sale systems, and customer support portals, as well as providing direction on engagement with Oracle Hospitality teams and resources. 

CSMs collaborate with internal and external teams to ensure alignment and progress toward customer success.  This includes partnering with the Oracle Hospitality sales teams to understand customer goals and to provide customers with a warm welcome to steady-state operations and support.  This also includes partnering with the Oracle Hospitality technical support teams to ensure insight, prioritization, and progress with customer service requests toward resolution.  Most importantly, this includes fostering a healthy relationship and communications cadence with customer teams including quarterly business reviews, recurring status reports, event-driven notifications, and special projects.  Daily tasks include usage of web conferencing (e.g. Zoom), unified messaging (e.g. Slack), Microsoft Office Suite (e.g. Outlook, Excel, Word, Power Point, etc.), among other tools.  CSMs possess advanced communication skills including active listening to ensure understanding, creation/customization/presentation of internal and customer-facing reports, and writing/speaking at the executive level.  CSMs communicate across team boundaries with the intent of defining and promoting the customer-specific path to success.

Successful candidates have a working knowledge of the hospitality industry, the hospitality electronic distribution landscape, property management systems, point of sale systems, hospitality systems integration, and the plight of today’s hotelier. Preferred candidate knowledge includes OPERA PMS, OPERA Cloud PMS, OXI integrations, OHIP integrations, Simphony POS, and general hotel technology (e.g. PMS, POS, CRS, CRM, RMS, etc.).  Bachelor’s degree and three years related experience is required.  

 

Career Level - IC3

Responsibilities

• Develop and maintain operational relationships with OPERA Cloud customers up to and including the executive level, serving as the customers’ single point-of-contact to Oracle Hospitality teams and processes.
• Serve as OPERA Cloud customers’ advocate for success, defining and promoting the appropriate processes, actions, and deliverables required to realize their performance goals.
• Monitor and proactively manage customer health.  When required, develop and manage customer health improvement plans in order to bring a customer to healthy status.
• Manage customer escalations by connecting and directing the appropriate parties toward resolution.
• Drive high levels of customer satisfaction with Oracle Hospitality products and processes.
• Provide an internal feedback loop for Oracle teams, products, and processes, ensuring their continuous improvement.
• Contribute to the on-boarding, training, and mentoring of new Customer Success Managers.

Skills and Experience

• Bachelors Degree in Hospitality or related field is preferred.
• 5+ years’ Hospitality Industry or equivalent Oracle internal experience with OPERA and Simphony, with a proven record of driving process improvement and increasing guest/customer satisfaction. 
• Strategic Thinking – ability to create a vision and deliver to clients.
• Teamwork – candidates will need to be strong team players, who support their colleagues and share their skills.
• Excellent interpersonal, workflow management and communications skills.
• A strong self-starter able to operate as a remote worker and part of a Global Customer Success Team.
• A confident communicator with experience in managing internal and external relationships at a senior level.
• Extensive knowledge of the Hospitality Industry including Property Management Systems and Point of Sale Systems.
• Experience in similar roles within IT or Hospitality environment, preferably both.
• Excellent analytical troubleshooting skills and ability to own problems through to resolution as well as being able to analyze statistical data.
• Track record of working within diverse and successful IT teams.
• Excellent documentation and PowerPoint presentation skills (i.e. able to effici