We are seeking an experienced, organized, proactive, problem-solving, customer-centric, and analytical Senior Tools and Process Manager to join our Customer Success Organization, reporting to the Customer Success Enablement Leader.

As a Senior Tools and Process Manager at Oracle Health, you will be responsible for leading the evaluation, development, implementation, and continuous improvement of tools, workflows, and processes across the Customer Success organization. Your mission is to enhance productivity, foster collaboration, and enable execution excellence for Customer Success Managers (CSMs), ultimately increasing customer engagement and satisfaction.

This role ensures that our toolsets align with strategic goals and drives process optimization through stakeholder collaboration, data-driven analysis, and effective change management. You will work closely with Customer Success leadership and management, as well as cross-functional/organizational partners, to identify operational challenges, optimize CSM workflows, and implement scalable, secure, and compliant solutions that meet the high standards of the healthcare industry.

End-to-end process and tool optimization—including enablement, governance, and adoption success—is vital to driving both internal performance and customer value.

This position requires a strong blend of process design expertise, technical proficiency, analytical acumen, and operational competencies, paired with a strategic mindset. The ideal candidate will have a passion for solving business challenges through data-driven decision-making, leveraging tools and streamlined processes to drive efficiency, consistency, and customer impact across the organization. You will be responsible for providing data-driven analysis and reporting to leadership on related projects, adoption trends, and overall success, while also proactively identifying potential risks and proposing effective mitigation plans.

About the business 

The Customer Success management organization is intended to be a catalyst for maximizing the value of Oracle Health’s solutions. As such, success managers should help unlock the full potential of Oracle Health by focusing on business outcomes. Indeed, the Customer Success Managers play a key role in driving business outcomes across: (1) customer, (2) product, (3) consulting, and (4) sales. 

CUSTOMER SUCCESS 
We are the single source of truth across the complete customer lifecycle. Our goal is to live in the currency of customer success, driving winning NPS, CLV, net retention (NDR), contract base growth (CBG), renewals on ATR, and referenceable logos. 

PRODUCT SUCCESS  
We demonstrate the art of the possible across Oracle Health’s unified suite of offerings, driving adoption and ensuring alignment among customer processes, data, and product(s). 

CONSULTING/IMPLEMENTOR SUCCESS  
We work with consulting to ensure delivery and go-live success is the gateway to customer success. 

GTM SUCCESS  
We are the catalyst for advancing ONE Oracle, being the glue for ensuring winning customer success from pre-sales to Day 2. Simply, Oracle Health’s Account Management organization amplifies customer trust, conversions, and renewals via a solution and time to value focus. In turn, we create customers for life.