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Senior Manager Customer Success AI

2 months ago

Tallahassee FL USA, United States Oracle Full time
Job Description

Overview:

As a Senior Manager Customer Success AI, you will leverage your expertise in product management and Artificial Intelligence to lead a team of developers and individual contributors in defining and implementing AI tooling and efficiencies in our Customer Success systems. You will collaborate with leadership from various Customer Success teams to manage existing development and implement AI into our existing tooling, ensuring successful releases based on business priorities.

Responsibilities:

  • Plan, manage, and control the activities of a CS Operations team that provides product management/development support for groups of teams within Customer Success.
  • 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.
  • Advise business groups by providing direction to initiative prioritization, integration, and Oracle AI technology setup 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 upon our 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 organization's 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.
  • Provide regular updates and interact with leadership within CS Operations & the internal teams CS Operations supports.
  • Manage a team of 6+ employees and set Goals and Expectations for performance and work 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).