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

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Career Level - IC3