Casinos Customer Success Manager - Oracle Hospitality

Location: Las Vegas, NVTravel: Up to 25%No visa sponsorship available for this position.

About the Role:

As a Casinos Customer Success Manager at Oracle Hospitality, your primary goal is to maximize customer retention through effective solution management and drive SaaS revenue expansion. You’ll achieve this by guiding customers through product adoption and helping them engage with all Oracle Hospitality products, services, and processes. This role demands clarity in goals and flexibility in execution. You will collaborate closely with Sales, Consulting, Operations, Development, and other Customer Success Managers to deliver exceptional customer experiences. 

Who We Are:

At Oracle Hospitality, we empower you to earn your guests' loyalty with seamless operations from the lobby to the back office. Our technology connects event sales, guest rooms, gaming systems, management, and POS – delivering integrations that create exceptional guest experiences.

Who You Are:

The ideal candidate possesses deep knowledge of the hospitality and casino industries, including electronic distribution, property management systems, point of sale systems, patron management and systems integration. Familiarity with OPERA PMS, OPERA Cloud PMS, OXI integrations, Simphony POS, and other hotel technologies (PMS, POS, CRS, CRM, RMS, PTS, etc.) is preferred. A Bachelor’s degree and at least five years of relevant experience are required.

Role and Responsibilities:

• Develop and maintain operational relationships with OPERA Cloud customers, up to the executive level, serving as their primary contact for Oracle Hospitality teams and processes.
• Advocate for customers' success by defining and promoting processes, actions, and deliverables to help them achieve their performance goals.
• Proactively manage customer health, including developing improvement plans and overseeing issue resolution.
• Drive high customer satisfaction with Oracle Hospitality products and processes.
• Provide internal feedback to enhance Oracle teams, products, and processes.
• Contribute to the onboarding, training, and mentorship of new Customer Success Managers.
• Conduct regular business reviews and success planning sessions with senior executives and key stakeholders.
• Efficiently solve complex problems and translate technical updates into understandable language.
• Utilize Oracle's internal processes and tools for proactive planning and resolution of issues.

Skills & Preferred Qualifications:

• 5 years of experience working for or with a casino operator (preferably a major brand).
• 5-10 years of experience in customer-facing roles involving cloud-based/SaaS technology.
• Ability to manage complex projects involving multiple internal and external stakeholders.
• Proven ability to build lasting customer relationships with limited resources.
• Strong technical understanding of cloud solutions, integrations, operating concepts, and infrastructure.
• Experience driving continuous improvement in large organizations.
• Proficient in project management and effective risk management.
• Excellent communication skills, both verbal and written, with the ability to simplify complex information.
• Strong teamwork and collaboration skills.
• Resilience under pressure with a focus on solutions.
• Confident, engaging presentation skills; personable, positive, and approachable demeanor.
• Effective at handling objections.
• Diligent, organized, and strong time management skills focused on delivering results.