Senior Manager, Customer Success Management

Manages implementation process across multiple teams or segments, ensuring process consistency and delivery quality. Monitors the health of a portfolio of accounts during the implementation phase to identify common blockers to and oversee the creation and execution of an action plan. Partners with cross-functional teams to resolve systemic issues and drive scalable improvements in onboarding and implementation. Oversees teams as they work with customers to understand their needs, determine how the solution can effectively achieve their goals, define Key Performance Indicators (KPI)s, and provides recommendations on and assists in the development of best practices for creating success plans based on business needs. Drives consistency in how teams manage customer progress and success planning across segments or regions. Leads cross-team initiatives to improve customer success outcomes, using data-driven analysis of account health, satisfaction, and service quality. Designs and deploys strategies that elevate service quality across multiple teams or regions. Reviews Quarterly Business Review (QBR) metrics and makes recommendations for improving customer success and retention. Ensures teams execute assessments to identify adoption gaps and achieve value realization. Drives teams to leverage best practices for acting as the main contact for customer accounts, building and maintaining strong relationships to ensure satisfaction, achievement of goals, and maximization of value to ensure long-term success. Drives teams to develop and share customer engagement opportunities. Drives process improvement initiatives, partnering with internal stakeholders to address systemic issues and enhance delivery efficiency and effectiveness across multiple teams or functions to improve responsiveness to customer needs. Ensures teams are implementing best practices when preparing and supporting customers through milestones and transitions to ensure consistent and high-quality customer experiences. Oversees teams to drive customer advocacy and references for Oracle products and services. Reviews and collaborates with internal teams on the renewal and expansion strategy for high-impact and/or strategic accounts, aligning value delivery with long-term business goals to ensure high retention and growth and ensure consistent execution. Develops guidance and best practices on how to identify downsell and cancelation risks and how to identify product and/or service value and growth opportunities across teams. Partners across the organization to understand go-to-market strategies that support retention and account growth. Ensures teams are aligning activities with broader organization through information exchange.