Client Success Manager, Oracle EPM/ERP – Managed Services

🕒 Agosto 18

🌐 Estados Unidos, Canadá – Remoto

🇺🇸 Estados Unidos – Remoto (EUA) 🇨🇦 Canadá – Remoto

💵 $135.000 - $165.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

🏆 Sucesso do Cliente

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Huron

SiteLinkedInTodas as Vagas

5001 - 10000 funcionários

Fundada em 2002

🏥 Saúde

📦 Logística

📣 Marketing

Healthcare • Logistics • Marketing

A Huron Consulting Group é uma consultoria global que oferece uma ampla gama de serviços, incluindo soluções em estratégia, operações, consultoria, digital, tecnologia e análises para vários setores, como saúde, educação, energia e serviços financeiros. A Huron ajuda as organizações a navegar em desafios complexos e impulsionar o crescimento através de soluções personalizadas e estratégias inovadoras. A empresa emprega uma equipe de especialistas dedicados a entregar soluções de alto impacto que atendem às necessidades únicas de cada cliente, com foco em áreas como serviços gerenciados, terceirização e desenvolvimento de liderança.

Descrição

• Own the client relationship, value, and outcomes for approximately 10 Oracle managed services clients • Act as the primary escalation point and strategic interface between clients, Service Delivery Managers, and EPM/ERP delivery teams • Lead weekly operational status calls and Quarterly Business Reviews • Establish and run client governance models • Oversee end-to-end managed services delivery, SLAs, quality standards, and contractual obligations • Monitor ServiceNow response and resolution performance, ticket aging, backlog, and deferred items • Govern incident and service request categorization, prioritization, documentation, and updates • Manage demand intake, prioritization, estimates, change approvals, releases, migrations, and client sign-offs • Advise clients on Oracle quarterly features, release impacts, leading practices, and roadmap items • Track hours consumption, burn rate, write-off and scope risks, renewals, change orders, and expansion opportunities • Lead client onboarding, transition, knowledge transfer, ServiceNow setup, access coordination, and hypercare handover • Prepare and present client-facing KPI and performance reports and service improvement plans • Coordinate with Oracle Support and third-party vendors • Improve delivery processes through automation, standardization, regression testing, and AI-enabled efficiency

🎯 Requisitos

• Minimum 5 years of hands-on experience implementing, administering, or supporting Oracle EPM (EPBCS, FCCS, ARCS, EDM) or Oracle Cloud ERP/Financials • Experience as a Client Success Manager, engagement/project manager, or service delivery lead in managed services or IT services • Experience managing a portfolio of concurrent clients • Experience coordinating cross-functional onshore and offshore delivery teams without direct reporting authority • Working knowledge of ServiceNow or equivalent ITSM platform • Working knowledge of SLA models, incident/service request management, and ITIL frameworks • Strong commercial acumen, including SOW interpretation, hours and margin tracking, change order, and estimate review • Excellent communication, facilitation, and stakeholder management skills • Ability to lead executive-level status calls and QBRs and handle difficult 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 a plus • Bilingual English/French capability is an asset for Canadian and Quebec-based clients

🏖️ Benefícios

• Remote work from anywhere in the U.S. or Canada • Career growth within a market-leading Oracle consulting practice • Medical coverage for employees and dependents • Dental coverage for employees and dependents • Vision coverage for employees and dependents • Wellness programs • 401(k) plan with a generous employer match • Employee stock purchase plan • Generous Paid Time Off policy • Paid parental leave • Adoption assistance • Free annual health screenings and coaching • Bank at work • On-site workshops • Ongoing programs recognizing major events in employees’ lives

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