Client Success Manager, Oracle EPM/ERP – Managed Services

This is a fully remote position, open to applicants in United States, +1 more state.

📋 Description

• Take ownership of client relationships, value, and results for approximately 10 Oracle managed services clients.

• Serve as the main escalation contact and strategic liaison among clients, Service Delivery Managers, and EPM/ERP delivery teams.

• Lead weekly operational status meetings and conduct Quarterly Business Reviews.

• Establish and manage client governance frameworks.

• Oversee comprehensive managed services delivery, including SLAs, quality standards, and contractual commitments.

• Monitor performance metrics related to ServiceNow response and resolution, ticket aging, backlog, and deferred items.

• Govern the categorization, prioritization, documentation, and updates of incidents and service requests.

• Manage demand intake, prioritization, estimates, change approvals, releases, migrations, and client confirmations.

• Advise clients on Oracle's quarterly features, release implications, best practices, and roadmap initiatives.

• Track consumption of hours, burn rates, write-off and scope risks, renewals, change orders, and opportunities for expansion.

• Lead the onboarding process for clients, including transition, knowledge transfer, ServiceNow setup, access coordination, and hypercare handover.

• Prepare and deliver client-facing KPI and performance reports along with service improvement plans.

• Collaborate with Oracle Support and third-party vendors.

• Enhance delivery processes through automation, standardization, regression testing, and AI-driven efficiency.

⛳️ Requirements

• At least 5 years of practical experience in implementing, administering, or supporting Oracle EPM (EPBCS, FCCS, ARCS, EDM) or Oracle Cloud ERP/Financials.

• Background as a Client Success Manager, engagement/project manager, or service delivery lead within managed services or IT services.

• Experience managing a portfolio of multiple concurrent clients.

• Proven ability to coordinate cross-functional onshore and offshore delivery teams without direct reporting authority.

• Familiarity with ServiceNow or a similar ITSM platform.

• Knowledge of SLA models, incident/service request management, and ITIL frameworks.

• Strong commercial insight, encompassing SOW interpretation, hours and margin tracking, change orders, and estimate evaluations.

• Excellent communication, facilitation, and stakeholder management capabilities.

• Ability to conduct executive-level status calls and QBRs while managing challenging conversations constructively.

• Bachelor's degree in business administration, finance, information technology, or a related field, or equivalent experience.

• ITIL, PMP, or Oracle Cloud certifications are considered an advantage.

• Bilingual proficiency in English and French is beneficial for clients based in Canada and Quebec.

🏝️ Benefits

• Work remotely from anywhere in the U.S. or Canada.

• Opportunities for career advancement within a leading Oracle consulting practice.

• Medical insurance for employees and their dependents.

• Dental insurance for employees and their dependents.

• Vision insurance for employees and their dependents.

• Wellness initiatives.

• 401(k) plan with a substantial employer match.

• Employee stock purchase program.

• Generous Paid Time Off policy.

• Paid parental leave.

• Adoption support.

• Complimentary annual health screenings and coaching.

• Bank at work.

• On-site workshops.

• Ongoing programs celebrating significant events in employees' lives.