OracleCustomer Service Manager-Support (Oracle Hospitality Domain Exp only)- Hyderabad
Required skills for this role
Oracle Support
About this role
Responsibilities
Customer Success & Relationship Management
- Serve as a primary point of contact and trusted advisor for Oracle Hospitality customers.
- Build and maintain strong customer relationships to ensure high customer satisfaction, retention, and long-term success.
- Proactively engage customers to understand business goals, operational challenges, and service expectations.
- Drive customer success initiatives focused on maximizing adoption and value realization of Oracle Hospitality solutions.
- Manage customer escalations, executive communications, and critical issue coordination with urgency and professionalism.
- Conduct regular customer reviews, service discussions, and operational follow-ups with key stakeholders.
Operational Leadership & Service Excellence
- Contribute to the development and execution of the annual Client Relations and Customer Success business plan.
- Define, implement, and communicate departmental objectives, service standards, and operational priorities.
- Monitor team performance against customer satisfaction, SLA, productivity, and quality metrics.
- Drive continuous service improvement initiatives to enhance operational efficiency and customer experience.
- Ensure timely resolution and coordination of customer issues across support, engineering, cloud operations, and product teams.
- Maintain high standards of service delivery, responsiveness, accountability, and operational excellence.
Team Leadership & Development
- Lead, mentor, coach, and develop customer success and support team members.
- Conduct regular performance reviews, feedback sessions, and career development discussions.
- Foster a collaborative, customer-centric, and high-performance team culture.
- Support employee engagement, skill development, and succession planning initiatives.
- Encourage continuous learning on Oracle Hospitality products, hotel operations, and customer engagement best practices.
Cross-Functional Collaboration
- Partner with support, engineering, cloud operations, implementation, and product management teams to resolve customer issues effectively.
- Collaborate with internal stakeholders to identify recurring customer pain points and drive preventive improvements.
- Support product adoption, upgrade initiatives, and customer transition activities when required.
- Provide customer insights and operational feedback to leadership and product teams.
Qualifications & Skills
Mandatory
- Experience in Customer Success, Client Relations, Hospitality Support, Technical Account Management, or Service Delivery roles.
- Experience working with hospitality technology platforms, preferably Oracle Hospitality OPERA PMS or related hotel systems.
- Strong understanding of hotel operations including front office, reservations, housekeeping, billing, food & beverage, and guest service workflows.
- Proven experience managing customer relationships and handling customer escalations in enterprise support environments.
- Demonstrated leadership experience managing teams in customer-facing operations or support functions.
- Excellent verbal and written communication skills with the ability to engage executive stakeholders and global customers.
- Strong analytical, organizational, and problem-solving skills.
- Ability to manage multiple priorities in a fast-paced, global support environment.
- Bachelor’s degree in Hospitality Management, Business Administration, Technology, or related field.
Good-to-Have
- Experience supporting Oracle Hospitality solutions such as OPERA PMS, Simphony, OXI, OWS, Reporting & Analytics, or related hospitality platforms.
- Knowledge of SaaS support models, cloud operations, and customer lifecycle management.
- Experience working in global 24x7 support organizations.
- ITIL, Customer Success, or Service Management certifications.
- Familiarity with CRM, ticketing, and customer engagement platforms.
- Exposure to hospitality software implementations, onboarding, or training programs.
- Additional language capabilities supporting international customers.
- Experience working with cross-cultural global customer environments.
- Preferred Competencies
- Customer-centric mindset with strong relationship management capabilities
- Leadership and people management skills
- Strategic thinking and operational decision-making
- Escalation management and conflict resolution
- Stakeholder communication and executive presence
- Service delivery and operational excellence focus
- Collaboration and teamwork