Customer Success Manager - Oracle Payments

$70,400 - $178,200/Yr

Oracle - Springfield, IL

Full-time - Mid Level

Springfield, IL

Publishing Industries

About the position

As a member of the Oracle Payments Success organization, the Customer Success Manager will focus on delivering excellence throughout the Oracle Payments customer journey while advocating for customer needs. This role involves resolving both technical and non-technical customer inquiries and efficiently routing inquiries to the appropriate support channels. The Customer Success Manager will oversee the Oracle Payments/GIU relationship, augmenting industry and end-customer relationships and providing advice and assistance to internal Oracle teams on diverse customer situations and escalated issues. In this position, you will serve as the lead Oracle Payments xGIU liaison for 1-2 Oracle industries (GIUs), concentrating on top-revenue accounts and driving the transition from booking to sustainable revenue. Key responsibilities include acting as a dedicated advocate for internal and external customers, understanding their needs, and conveying their feedback to influence product development and enhancements while driving customer satisfaction (CSAT) and revenue. You will also resolve customer inquiries throughout the entire external customer lifecycle, ensuring that Oracle Payments meets industry needs and expectations by coordinating on training, documentation, sales engagements, and hardware initiatives. As the primary contact point for a GIU, you will facilitate strong relationships between them and the Oracle Payments team. You will manage and resolve escalated customer issues, ensuring a high level of customer satisfaction and retention, while addressing technical questions related to the use and troubleshooting of Oracle Payments. Additionally, you will engage in strategic account management by attending one-on-one meetings with representatives of strategic accounts and participating in regular meetings with GIU leadership teams. Project management responsibilities will include managing internal projects, creating process frameworks to drive Oracle Payments growth, and presenting to executive-level leadership.

Responsibilities

• Serve as a dedicated advocate for internal and external customers, understanding their needs and conveying feedback to influence product development.
• Resolve non-technical and technical customer inquiries throughout the entire external customer lifecycle.
• Drive Oracle Payments representation in relevant industry frameworks to ensure Oracle Payments meets industry needs and expectations.
• Act as the main point of contact for a GIU, facilitating strong relationships between them and the Oracle Payments team.
• Manage and resolve escalated customer issues, ensuring a high level of customer satisfaction and retention.
• Attend one-on-one meetings with representatives of strategic accounts and participate in regular meetings with GIU leadership teams.
• Manage internal projects such as creating process frameworks to drive Oracle Payments growth and presenting to leaders across lines of businesses.

Requirements

• 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.

Nice-to-haves

• Experience in a similar role within the technology or financial services industry.
• Familiarity with Oracle products and services.
• Ability to work collaboratively in a team environment.

Benefits

• Medical, dental, and vision insurance, including expert medical opinion.
• Short term disability and long term disability.
• Life insurance and AD&D.
• Supplemental life insurance (Employee/Spouse/Child).
• Health care and dependent care Flexible Spending Accounts.
• Pre-tax commuter and parking benefits.
• 401(k) Savings and Investment Plan with company match.
• Flexible Vacation and accrued vacation benefits.
• 11 paid holidays.
• Paid sick leave: 72 hours upon date of hire, refreshing each calendar year.
• Paid parental leave.
• Adoption assistance.
• Employee Stock Purchase Plan.
• Financial planning and group legal services.
• Voluntary benefits including auto, homeowner and pet insurance.