This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Client Success Manager, Oracle EPM/ERP based in Canada.
This is a senior client-facing role responsible for the success, value, and outcomes of a portfolio of approximately 10 Oracle managed services clients.
You’ll serve as the primary relationship owner, trusted advisor, and escalation point across Oracle EPM and ERP service engagements.
The role combines client success, service delivery governance, Oracle expertise, commercial oversight, and continuous improvement.
You’ll work closely with delivery managers, technical and functional specialists, clients, vendors, and internal account teams to ensure high-quality outcomes.
Success will be measured through client satisfaction, SLA performance, service quality, margin protection, renewals, and opportunities for account growth.
The environment is collaborative and remote, with the opportunity to work across complex enterprise environments and influence how managed services are delivered.
This role is particularly suited to someone who combines strong Oracle functional knowledge with executive communication, commercial judgment, and a genuine client-first mindset.
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.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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