Hospitality Senior Customer Success Manager – Global Account Support (IC4)

Oracle Hospitality Cloud

As a member of the Oracle Hospitality Global Business Unit organization, your focus is to deliver post-sales support and solutions to the Oracle customer base. The Sr CSM – Global Account Support role is predominantly focussed on a single large scale Global Account customer and provides a focused effort on the success of the customer assigned.

The Sr CSM – Global Account Support role ensures support services are aligned with agreed business needs and that business expectations are met and managed. Escalation management and avoidance, reporting and data analysis, project management along with collaborative communication, both internal and external.

The role is required to act as a Customer Advocate for all potential queries and escalations related to HGBU products as well as Food and Beverage (FBGBU) solutions. This involves resolving post-sales customer queries and technical questions regarding the use of and troubleshooting for our products and Hosted Environments.

A primary point of contact for Corporate Head Office customer teams, you are responsible for facilitating excellent customer relationships with Support and other Oracle Delivery Teams providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

 

The Customer Success Manager- Global Account Support serves as the single point of contact for Oracle Hospitality Cloud customers. Customer Success Managers duties include:

 

• Develop and maintain operational relationships with selected Enterprise Global Account Cloud customers up to and including Executive Level.

• Through daily activities, strive for a high degree of customer satisfaction resulting in a positive reference for the services that the Customer is consuming from Oracle.

• Represent the customer as a single point of contact within Oracle Cloud Operations.

• Monitor and proactively manage service deliverables and service obligations to insure the proper quality of service is consistently provided to our customers.

• Handle day-to-day Customer relationship and when necessary for crises or escalations, connect the appropriate parties to reach resolution. 

• Educate the customer on the most effective and efficient way to use Oracle processes, products, tools, systems, interfaces and procedures.

• Drive internal processes to ensure the highest quality of service, and work with teams to improve as needed. Maintain accurate account information. 

• Perform with a high level of autonomy, reporting to management regularly on customer status and striving to keep cloud escalations at a minimum while keeping leadership appraised of any possible flare points. 

• Excels individually while contributing to the team dynamic by providing direction and mentorship of others in addition to sharing any relevant product information or issues with the team. 

• Based upon interaction with customer teams, make recommendations to relevant Account Managers for possible up-sell activities to include services, add-ons, etc.

• Develop, manage, and present period service improvement plans internally and with customers.

• Proactively communicate to assigned customers following service interruption events. This includes participation in a CSM On Call Rota which covers weekends to provide proactive updates to customers during SEV1 incidents.

• Recognise chronic or reoccurring trends in service interruptions and elevate them to Senior Management and support solution identification and delivery.

• Creation and presentation to Customers at Exec Level and Internal HGBU & FBGBU Exec Stakeholders on a weekly, monthly and quarterly basis, Service Metrics and Performance Data.

• Comfortable to deliver regular and thorough updates on escalated items to key contacts in a pressurised environment.

 

SKILLS & EXPERIENCE

 

• Degree in Computer Science, Information Systems, Hospitality or related field preferred.

• 5+ years’ experience with customer engagement relating to IT Service Delivery or IT Project Management, with a proven record of driving process improvement and increasing customer satisfaction

• Strong knowledge of Oracle HGBU Solution OPERA Cloud PMS highly desirable.

• Strong knowledge of Oracle FBGBU Solution Simphony POS desirable.

 

• French speaker would be an advantage for this role but is not essential

 

• Strategic Thinking – ability to create a vision and deliver to clients.

• Excellent interpersonal, work flow management and communications skills with confidence to create and present comprehensive Service Delivery Reports and Analysis up to Executive Level.

• 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 analyse statistical data

• Track record of working within diverse and successful IT teams.

• Ability to demonstrate a mature understanding of key Business groups

• Excellent documentation and PowerPoint presentation skills (i.e. able to efficiently create a multi-page deck to deliver a key message

• Good project and time management skills - Ability to work independently and manage one’s time. Verbal and written communication skills, problem solving skills, attention to detail and interpersonal skills.

• Knowledge of business and management principles involved in strategic planning, resource allocation and production methods.

• Influencing – the ability to influence technology decisions and represent accordingly

 

Duties and tasks are varied and complex; independent judgment needed. Fully competent in own area of expertise. May have project lead role and or supervise lower level personnel. BS degree or equivalent experience relevant to functional area.

Develops and manages the Oracle Support relationship with a designated large account or small number of medium accounts throughout engagement. Maximizes the customers’ use of Support Services, drives high degree of satisfaction and referenceability, and to protects and enhances Support revenue streams.

Main contact for Oracle customers. Manages the contract, or delivery engagement as defined by Oracle Service Support (OSS). Develops and maintains relationships with senior management across lines of business and third parties. Plans and deploys support activities to ensure effective delivery within agreed budgetary constraints. Advises the account on effective and efficient way to use Oracle support services and products, tools, systems, interfaces, and procedures. Assures and improves the quality of the service, and maintains accurate account information. Communicates opportunities for customers to engage with Oracle such as technical events and business seminars. Assists in the renewal of Support contracts, and contributes to pre-sales activities.

8-12 years relevant work experience. Strong account management skills acquired through advanced training, study and experience. Extensive exposure to medium accounts needing subtle management often in difficult circumstances.