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