Client Success Manager, Oracle EPM/ERP – Managed Services

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🔥 0 minutes ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

💵 $135k - $165k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Huron

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2002

🏥 Healthcare

📦 Logistics

📣 Marketing

Healthcare • Logistics • Marketing

Huron Consulting Group is a global consultancy that provides a wide range of services including strategy, operations, advisory, digital, technology, and analytics solutions to various sectors such as healthcare, education, energy, and financial services. Huron helps organizations navigate complex challenges and drive growth through tailored solutions and innovative strategies. The company employs a team of experts dedicated to delivering high-impact solutions that address the unique needs of each client, focusing on areas such as managed services, outsourcing, and leadership development.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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