Customer Success Manager

3 weeks ago

Miami, United States Oracle Full time

Job Description

Customer Success Manager - MICROS/Simphony POS

Location:
Miami, FL

No visa sponsorship is available for this position

MUST BE BILINGUAL IN ENGLISH & SPANISH


Oracle Food & Beverage Solutions focus on the Restaurant and Food Service market and deliver fast, efficient service with centralized POS (Point of Sales) software and hardware, we build inspired loyalty programs and offers, and keep costs under control with reporting and back-office solutions.


The team is looking for a Customer Success Manager who
will work onsite at a high value, Food and Beverage SaaS account
3-5 days a week to drive success planning, business success and operational success.

The ideal candidate is a highly technical, Senior level problem solver with experience in the Food and Beverage/ Hospitality or SaaS industries; however training is available.


Preferred Qualifications/ Skills:

  • 5 years of experience working with Small-Medium or Enterprise scale customers
  • Proven track record of developing and nurturing lasting customer relationships
  • Excellent communication and presentation skills, with the ability to articulate complex concepts in a clear and actionable manner
  • Experience problem-solving and presenting solutions to complex business challenges effectively
  • Ability to collaborate effectively with cross-functional teams in a fast-paced environment
  • Aptitude for technical software

An ideal Candidate also:


  • Has Perseverance: Customer Success is an evolving target and a Customer Success Manager must be able to be persistent and agile with that fluidity

  • Thrives on knowledge: Oracle Food & Beverage Solutions provide a multitude of innovations for our customers, a Customer Success Manager does not need to know every technical detail but should thrive on understanding how those solutions transform the customers' business

  • Is Self-Motivated: Inspired to perform well without outside help

  • Has the Ability to Make an Impact: Is capable of transforming customer emotion into qualitative and quantitative feedback in order to drive change and resolution within Oracle
Career Level - IC4

Responsibilities


The Customer Success Manager is responsible for delivering a high degree of customer satisfaction by partnering with internal Oracle teams to ensure the customers' expectations are met.

Through that partnership, you will be required to create success plans aligning customer goals with Food & Beverage Solutions, as well as create action improvement plans to improve overall Customer Satisfaction.


In this role, you will be a Customer Success Manager for strategic, top-revenue Customer accounts, and will attend one-on-one meetings with representatives of the strategic accounts.

You will be responsible for managing internal projects, repeat incident management and problem management, creating initiatives, presenting across lines of businesses, identifying and driving product improvement opportunities and employee mentoring.


Help Onboard New Customers- Advise Customers via introduction calls and welcome materials, including on boarding information and effective and efficient ways to use Oracle support services and products, tools, systems, interfaces, and procedures. Educate customers on the value of the overall solution and encourage optimal utilization of their Food & Beverage Solution

Put the Customer at the Center as their Trusted Advisor- Work with multiple complex customers to develop long term partnerships. Act as a primary point of contact for the customer throughout the various stages of the customer lifecycle. Act as customers' Oracle navigator to gain access to necessary Oracle Resources. Includes Cloud Operations Guidance and Technical Support. Recognize chronic or reoccurring trends in service interruptions and elevate them to Senior Management

Collaborate Cross Functionally and Enhance How Customer Success is Defined- Create and contribute to an environment that is geared for innovation, high productivity, high quality and customer service. Responsible for sharing information across the CSM team via defined methods. Gather Customer feedback to help initiate internal change where needed.


Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US:

Hiring Range:
from $41.01 to $85.67 per hour; from $85,300 to $178,200 per annum. May be eligible for equity.


Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:

  • Medical, dental, and vision insurance, including expert medical opinion
  • Short term disability and long term disability
  • Life insurance and AD&D
  • Supplemental life insurance (Employee/Spouse/Child)
  • Health care and dependent care Flexible Spending Accounts
  • Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match

Paid time off:
Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits.

For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment.

Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.

9. 11 paid holidays

Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.

  • Paid parental leave
  • Adoption assistance
  • Employee Stock Purchase Plan
  • Financial planning and group legal
  • Voluntary benefits including auto, homeowner and pet insurance


The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.


About Us
As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone's voice is heard, we're inspired to go beyond what's been done before. It's why we're committed to expanding our inclusive workforce that promotes diverse insights and perspectives.


We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We're committed to including people with disabilities at all stages of the employment process.

If you require accessibility assistance or accommodation for a disability at any point, let us know by calling , option one.




Disclaimer:

Oracle is an Equal Employment Opportunity Employer*.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law.

Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

Which includes being a United States Affirmative Action Employer

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