Job Description
Oracle believes in empowering people to do more, through world class analytics. We are the Services Excellence team within Oracle Analytics, responsible for innovating, building and supporting the service management technologies and capabilities that support our products. Our vision is to enable our products to be world class services through the principles of first-class customer experience, scalability, availability, reliability and security. We invest in the development of process and technology to optimize our services.
The APM works with Oracle's top Fusion Analytics customers, influencing and ensuring the success of Fusion Data Intelligence user adoption. As the APM, you will partner with the solution engineer (CEAL) to guide the customer through their adoption journey, from onboarding through to adoption, resulting in increased customer usage and product success. You will also be responsible for removing adoption blockers, working with the product management team, connecting customers to FDI resources, and providing general product and analytics guidance. Additionally, you will be expected to contribute to a growing organization by creating and delivering new content and playbooks.
As an APM, you will also partner with Fusion Customer Success Managers to develop strong relationships directly with strategic customers. Engaging with technical and business stakeholders is key in this role. Analytics and AI skills will be required for this position.
The successful candidate will have a growth mindset to thrive in a fast paced and ambiguous environment.
Career Level - IC4
Responsibilities
Responsibilities
Oversee assigned enterprise FDI customers to uncover business use cases and achieve business value.
Serve as the customer's FDI point of contact and trusted advisor
Track and manage user adoption and customer risk from a product level, using both data and customer insights
Develop success plans that include stakeholder relationships, governance and adoption plans
Support customer escalations and cross-functional engagements
Contribute to the development of the FDI playbook, adoption best practices, and enablement for successful customer engagement
Collaborate with technical (Product, Solutions Engineering) and business (Sales, Customer Success) teams to drive user and product adoption
Qualifications
6+ years of Customer Success Management experience or similar role in the tech industry (analytics & data highly preferred). Bachelor's degree required.
Prior experience in SaaS, Analytics and/or use of Analytics tools (eg Power BI, Tableau, OAC) required, including understanding of technical concepts
Strong attention to detail, ability to operate independently and drive towards outcomes
Experience collaborating and influencing senior leadership, including Product Management, Technical Support, and Software Engineering
Experience with Oracle Fusion ERP or HCM strongly preferred
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 in USD from: $97,500 to $199,500 per annum. May be eligible for bonus and 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
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
The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.
Career Level - IC4
About Us
As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's challenges. We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.
We know that true innovation starts when everyone is empowered to contribute. That's why we're committed to growing an inclusive workforce that promotes opportunities for all.
Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people 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 emailing accommodation-request_mb@oracle.com or by calling +1 888 404 2494 in the United States.
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.