Key skills
Healthcare Information Technology (HCIT)Oracle Health productsClient Relationship ManagementConsultingAccount ManagementContract RenewalCustomer Success ManagementProject ManagementOracleCommunicationCustomer Success
About this role
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
Requirements:
- 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