[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. NetSuite is a company that integrates data, infrastructure, applications, and expertise to drive innovations in various industries. The Customer Success Manager is responsible for overseeing a portfolio of Oracle Health customer accounts, focusing on enhancing customer experience, facilitating contract renewals, and identifying opportunities for improvement.

Responsibilities

• Develop long term partnership with our CommunityWorks customers to ensure they remain successful by realizing the full value of their investment with us to ensure customer continues/replenish/renews contract with Oracle
• Responsible for maintaining a high level of customer satisfaction by being a liaison between our customers and Oracle's internal operations
• Identify product expansion/up sell opportunities
• Work with varying sizes of customers
• Provide input into the CSM methodology and direction
• Act as mentor to newer CSMs on a voluntary basis

Skills

• BS or BA degree in related field and/or related and equivalent job experience
• 8+ years of Healthcare Information Technology (HCIT) experience in Consulting, Support, Project/Program Management, Client Relationship Management and/or other client facing HCIT solution work
• Knowledge of relevant best practices within Healthcare Information Technology (HCIT) consulting as evidenced by prior successful consulting outcomes and achievements
• 8+ years' experience consulting, influencing and partnering with key customer end-users and decision-makers up to and including healthcare CXOs and CIOs
• Strong project management skills including ability to create, maintain and execute on a detailed account management plan including budget, structure, schedule, needs, metrics and outcomes
• Accomplished communication and interpersonal skills including ability to articulate complex information in a way that others can easily understand in both verbal and written form
• Ability to influence, persuade and negotiate to achieve effective and mutually beneficial outcomes
• Ability to partner and collaborate across teams and organizations to resolve conflicts, drive performance improvement, and achieve positive outcomes as indicated by agreed upon metrics and KPIs
• Ability to travel to customer sites up to 20% of time based on business needs
• Prior experience with Oracle Health products and service offerings preferred

Benefits

• Visa / work permit sponsorship is not available for this position
• 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
• 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.
• 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

Company Overview