Description The CSE oversees customer experience through the customer lifecycle and is accountable for overall operational success of the customer with using Oracle Health solutions and services. The CSE seeks and identifies opportunities for ongoing improvement and simplification in business operating procedures leading to improved effectiveness of the organization and optimization of Oracle Health product/system use, adoption and value realization. The CSE develops, tracks and manages priorities and committed actions to ensure progress on identified opportunities. Additional responsibilities include cultivating strong partnerships with key internal and external stakeholders and leveraging relationships to achieve positive outcomes and incremental revenue growth within assigned customer account portfolio. Basic qualifications Bachelor’s degree, or equivalent relevant work experience 7&43; years related experience Preferred qualifications Demonstrated experience in implementation or client facing relationship experience. Understanding of various technical architectures and operating systems. Industry experience is desired. Responsibilities The CSE will be measured on the following: Strong Success Plans for their customer or portfolio of customers Referenceability Success Stories ARR retention and growth Contract renewal rate Code currency Sales Leads generated Overall customer satisfaction Customer performance on KPIs relative to peers Grow the overall culture and practice of customer success within Oracle Health by participating in key initiatives, be a part of or lead the building of CS tools and enablers, mentoring and growing junior CSMs and evangelizing the practice of CS across Oracle Health Responsibilities Develop long term partnership with our largest and most complex clients to ensure they remain successful by realizing the full value of their investment with us to ensure client continues/replenish/renews contract with Oracle. Responsible for maintaining a high level of client satisfaction by being a liaison between our clients and Oracle's internal operations. Identify product expansion/up sell opportunities. Interface at highest levels both internally and within clients. Assigned side projects designed to move the client success organization forward. Required to act as mentor to new CSMs Responsibilities The CSE will be measured on the following: Strong Success Plans for their customer or portfolio of customers Referenceability Success Stories ARR retention and growth Contract renewal rate Code currency Sales Leads generated Overall customer satisfaction Customer performance on KPIs relative to peers Grow the overall culture and practice of customer success within Oracle Health by participating in key initiatives, be a part of or lead the building of CS tools and enablers, mentoring and growing junior CSMs and evangelizing the practice of CS across Oracle Health Qualifications Career Level - IC5
