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.   

 

The successful candidate will have a growth mindset to thrive in a fast paced and ambiguous environment. 

 

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