Client Success Manager, Oracle EPM/ERP

Accountabilities

• • Client relationship management: Own the end-to-end relationship for an assigned portfolio, acting as the trusted advisor and primary point of accountability while leading operational status meetings and Quarterly Business Reviews.
  • Governance and escalation: Establish and maintain effective client governance models, including meeting cadences, stakeholders, reporting, escalation processes, and prioritization frameworks.
  • Oracle EPM/ERP expertise: Apply hands-on knowledge of Oracle EPM or Oracle Cloud ERP to review proposed solutions, challenge estimates, assess ticket quality, and provide credible guidance to clients and delivery teams.
  • Service delivery oversight: Monitor managed services delivery against SLAs, contractual commitments, quality standards, ticket aging, response and resolution performance, backlog, and deferred work, taking corrective action when required.
  • Ticket and case governance: Ensure incidents and service requests are appropriately categorized, prioritized, documented, updated, and closed with accurate resolution information.
  • Enhancement and change management: Manage client demand intake, prioritize requests according to business value, review estimates, oversee approvals, and coordinate releases, migrations, and client sign-offs.
  • Advisory services: Keep clients informed about Oracle quarterly releases, new capabilities, and leading practices, translating product updates into relevant recommendations and roadmap opportunities.
  • Commercial and margin management: Monitor contracted hours, consumption, burn rates, scope, write-off risks, and margin performance while supporting renewals, change orders, and expansion opportunities.
  • Onboarding and transition: Lead new-client onboarding and transition activities, including SOW reviews, knowledge transfer, ServiceNow setup, access and environment coordination, and the transition from hypercare to steady-state support.
  • Performance reporting: Prepare and present client-facing KPI and service-performance reporting, turning operational data into clear insights, improvement priorities, and actionable plans.
  • Vendor coordination: Manage interactions with Oracle Support and third-party vendors, including escalations and joint reviews, while ensuring alignment with client priorities.
  • Continuous improvement: Identify opportunities to improve service quality, standardize processes, automate recurring activities, leverage AI-enabled efficiencies, and reduce operational costs.

  Requirements

  • Oracle expertise: At least 5 years of hands-on experience implementing, administering, or supporting Oracle EPM solutions such as EPBCS, FCCS, ARCS, or EDM, or Oracle Cloud ERP/Financials.
  • Client and service leadership: Proven experience as a Client Success Manager, engagement/project manager, service delivery lead, or similar role within managed services or IT services, ideally managing multiple concurrent enterprise clients.
  • Functional and technical credibility: Ability to engage confidently with both functional and technical stakeholders and assess Oracle-related solutions, estimates, incidents, and service requests.
  • Cross-functional leadership: Experience coordinating onshore and offshore delivery teams without direct reporting authority, including resource planning, coverage management, and escalation.
  • ITSM knowledge: Working knowledge of ServiceNow or a comparable ITSM platform, SLA management, incident and service-request processes, and ITIL principles.
  • Commercial acumen: Strong understanding of SOWs, contracted hours, margin and consumption tracking, estimates, scope management, and change orders.
  • Executive communication: Excellent communication, facilitation, presentation, and stakeholder-management skills, including the ability to lead executive-level meetings and QBRs.
  • Conflict management: Confidence handling difficult conversations, resolving competing priorities, and maintaining strong client relationships during challenging situations.
  • Education: Bachelor's degree in business administration, finance, information technology, or a related discipline, or equivalent professional experience.
  • Certifications: ITIL, PMP, or Oracle Cloud certifications are advantageous.
  • Language skills: Bilingual English/French capability is an asset, particularly for supporting Canadian and Quebec-based clients.
  • Work style: Comfortable working fully remotely, managing multiple priorities independently, and collaborating effectively with distributed teams.

  Benefits

  • Competitive compensation: Estimated base salary of $135,000–$165,000 USD, with actual compensation dependent on skills, certifications, experience, market conditions, and other relevant factors.
  • Annual incentive opportunity: Eligibility for an annual performance-based incentive, with estimated total compensation of approximately $162,000–$198,000 USD, inclusive of the incentive opportunity.
  • Remote work: 100% remote position open to candidates based in Canada.
  • Healthcare: Access to medical, dental, and vision coverage.
  • Wellness: Additional wellness programs and resources designed to support employee well-being.
  • Professional growth: Opportunity to develop within a market-leading Oracle consulting and managed services environment.
  • Collaborative culture: Work with cross-functional, distributed teams and senior stakeholders across complex enterprise client environments.
  • Career development: Exposure to Oracle EPM/ERP innovation, AI-enabled service improvements, strategic client management, and broader consulting initiatives.