Oracle believes in empowering people to do more, through world class analytics. We are the Services Excellence team within Oracle Analytics, responsible for innovating, building and supporting the service management technologies and capabilities that support our products. Our vision is to enable our products to be world class services through the principles of first-class customer experience, scalability, availability, reliability and security. We invest in the development of process and technology to optimize our services.

The APM will support Fusion Customer Success Managers with training and enablement, connections to FAW resources, and general product and analytics guidance. Success in this role will lead to increased customer usage and adoption of FAW. Additionally, you will be expected to contribute to a growing organization by creating and delivering new content and playbooks.

As an APM, you will also partner with Fusion Customer Success Managers to develop strong relationships directly with strategic customers. Comfort engaging with technical and business stakeholders is key in this role. 

The successful candidate will have a growth mindset to thrive in a fast paced and ambiguous environment.

Responsibilities

Partner with FAW Product teams and Fusion Customer Success to develop a playbook for successful customer engagement Create, package, and deliver content, training, and enablement across the customer lifecycle (onboarding, implementation, post-live adoption) Track and manage adoption and customer risk from a product level, using both data and customer insights Support customer escalations and engagements. Partner with key teams (Product Management, Solutions Engineering, Fusion Customer Success, Support) to create a unified customer experience

Qualifications

5+ years of Customer Success Management experience or similar role in the tech industry (analytics & data highly preferred). Bachelor’s degree required. Prior experience in SaaS, Startups, Analytics and/or use of Analytics tools (eg Power BI, Tableau, OAC) required  Strong attention to detail, ability to operate independently and drive towards outcomes Experience collaborating and influencing senior leadership, including Product Management, Technical Support, and Software Engineering Experience with Oracle Fusion ERP or HCM strongly preferred 

Career Level - IC4