Senior Manager, Customer Success AI

5 days ago

Concord, New Hampshire, United States Oracle Full time
Job Description

As a Senior Manager, Customer Success AI, you will lead a team of developers and individual contributors in implementing AI solutions within Customer Success and maintaining/improving existing CS-owned systems. You will be responsible for planning, managing, and controlling the activities of a CS Operations team that provides product management/development support for groups of teams within Customer Success for their systems and AI tooling needs.

Key Responsibilities:
  • Plan, manage, and control the activities of a CS Operations team.
  • Bring expertise of Oracle infrastructure and AI technologies in support of multi-functional efforts in process improvement, AI adoption, infrastructure setup support, tool ownership and development, etc.
  • Advises business groups by providing direction to initiative prioritization, integration and Oracle AI technology set up and implementation.
  • Ensure that development aligns with System development life cycle & security/compliance standard processes.
  • Lead and mentor a team of developers and individual contributors in implementing AI solutioning within Customer Success and maintaining/improving existing CS-owned systems.
  • Stay abreast of emerging AI technologies, industry standard methodologies, ensuring compliance and implementing AI innovation within the organization.
  • Use your expert knowledge of Oracle Cloud Infrastructure to ensure the infrastructure is in place to meet the organizations AI needs.
  • Partner with Customer Success leadership to recommend an effective AI infrastructure roadmap to meet the business needs of the internal organizations the CS Operations team supports.
  • Work with stakeholders and leadership to build our short- and long-term roadmap for existing/new tooling and AI implementations.
  • Collaborate with Oracle cloud infrastructure orgs, Oracle Apps team, & Security teams to ensure all implementations and changes are within compliance.
  • Be an inspiring leader for defining the product management needs of CS-owned tooling.
  • Maintain courteous, professional, and effective working relationships with employees at all levels of the organization.
  • Providing regular updates and interacting with leadership within CS Operations & the internal teams CS Operations supports.
  • Manage a team of 6+ employees and sets Goals and Expectations for performance and works with employees to establish specific, measurable goals and commitments.
Qualifications:
  • Bachelor's degree in computer science or a related Product management field.
  • 4+ years of product management experience, leading strategic, multi-functional projects.
  • Proven experience in managing and mentoring a team of developers & project managers.
  • Experience with Oracle Cloud & AI technologies.
  • Skills and Competencies:
    • Keen understanding of AI, Software Development, and Oracle Cloud Infrastructure (OCI) setup/features/functionality.
    • Ability to oversee implementing AI solutions & integrations, preferably Cohere & Oracle GenAI solutions with skills in LLM and RAG integrations.
    • Excellent product management skills with a track record of delivering complex projects on time and within budget.
    • Excellent presentation, communication and interpersonal skills, with the ability to collaborate with, influence, and manage collaborators at all levels.
    • Strong leadership and team management skills.
    • Ability to effectively manage a geographically dispersed team of 6+ employees.
    • Knowledgeable in Software Development Life Cycle (SDLC), roadmap planning, & software development tools (ex: Jira).

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