Strategic Initiatives Lead

Job Description We are seeking an experienced, organized, proactive, and analytical Senior Strategic Initiatives leader for a pivotal role within the Customer Success Organization. As the Strategic Initiatives Leader for Oracleu2019s Customer Success Management (CSM) organization, you will play a pivotal role in bridging the current enablement and operational gap for these critical customer segments. You will be responsible for designing, developing, implementing, and optimizing project plans, initiatives, programs, processes, that equip and empower Customer Success Executives and Leadership team. Your expertise will ensure CSMs receive tailored tools, resources, and training, enabling them to proactively address customer needs, maximize value realization, and support retention and expansion goals. You will partner with Product, Sales, Implementers, and Customer Success leadership to design, develop, and optimize programs, processes, and project plans that equip CSMs to deliver exceptional customer experiences and outcomes. In this role, you will co-manage the Customer Lifecycle Management toolu2014ensuring it is leveraged to document customer engagements, improve internal workflows, and provide actionable insights for business leaders. A data-driven approach to designing and implementing programs is essential. Ongoing follow-up and mentorship are crucial, as these efforts will directly impact customer engagement, satisfaction, and long-term business growth. You will provide data-driven analysis and reporting to leadership on project and program adoption and success, as well as proactively identify potential risks and propose mitigation plans. Your efforts will support ongoing feedback loops, provide mentorship, and represent the voice of both customers and CSMs within Oracle Health. This highly strategic position demands exceptional organizational skills, a strong customer-centric approach, and a blend of operational acumen, and program development. As Project Manager, you will drive and enable process improvements, collaborate with teams to define, schedule, track, and communicate project status and deliverables, and ensure alignment with executive management. In doing so, you will play a key role in helping the Customer Success Organization exceed client expectations, build long-term relationships, and contribute to overall company growth and success. You will analyze customer and CSM feedback to identify systemic challenges, champion process and system improvements, and act as the voice of CSMs for these market segments. Your efforts will help Oracle advance a culture of cross-functional excellence, accountability, and customer centricityu2014ultimately driving long-term success for both our clients and the business. About the business The Customer Success management organization is intended to be a catalyst for maximizing the value of Oracle Healthu2019s 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 Healthu2019s 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 Healthu2019s Account Management organization amplifies customer trust, conversions, and renewals via a solution and time to value focus. In turn, we create customers for life. Responsibilities Key Responsibilities: u2022 Serve as a subject matter expert for Oracle Healthu2019s Customer Lifecycle Management tool, overseeing systems and workflows supporting customer documentation, audits, and operational reporting. u2022 Develop and execute comprehensive enablement strategies, onboarding, training, and operational playbooks for CSMs across the Health segment u2022 Promote adoption of tools and a data-driven mindset to gather actionable insights and communicate results effectively to leadership and stakeholders. u2022 Build and implement performance metrics and success criteria to measure and continuously optimize enablement and adoption programs. u2022 Establish strong relationships with Product, Sales, Implementers, and Customer Success teams to ensure alignment with current and future business needs. u2022 Assemble and deliver high-quality presentations and communicationsu2014including executive-level PowerPoint decks and weekly operations newsletters. u2022 Analyze feedback and operational metrics, identify risks and opportunities, and lead efforts for mitigation and continuous improvement. u2022 Represent the customeru2019s interests, champion process and system enhancements, and drive cross-functional excellence and accountability. u2022 Manage multiple projects from initiation to completion, ensuring timely delivery, adherence to scope and budget, and documentation of best practices. u2022 Facilitate regular project meetings, provide progress updates, and contribute to a culture of collaboration and transparency. u2022 Partner with Product, Sales, Consulting, and Customer Success leadership to identify segment-specific needs and design targeted initiatives. u2022 Identify risk areas and provide mitigation plans to deliver on time u2022 Obtain requirements, evaluate and determine objectives, goals, and scope of multiple complex projects u2022 Develop comprehensive project plans, including defining project objectives, KPIs, timelines, resources, and milestones. u2022 Maintain open communication with customer success teams and leadership, providing regular updates, addressing concerns, and ensuring their needs and expectations are met. u2022 Put in place governance and operational working practices, that includes monitor project performance, track key metrics, and identify areas for process improvement to enhance overall project management practices. u2022 Manage project budgets, track expenses, and ensure cost-effectiveness without compromising quality. u2022 Post-project evaluation and documentation, including capturing client feedback and success stories for internal knowledge sharing. u2022 Contribute to the continuous improvement of project management methodologies and best practices within the organization. Qualifications and Skills: u2022 6+ years of experience in enablement, program/project management, customer success, or operational excellence rolesu2014ideally within Health, healthcare or SaaS sectors. u2022 Bacheloru2019s degree in a relevant field; PMP or equivalent certification preferred. u2022 Demonstrated success designing, implementing, and scaling adoption or enablement programs for complex solutions. u2022 Proven ability to lead cross-functional initiatives, manage multiple priorities, and influence without direct authority. u2022 Proven work experience as a Project Manager in a customer-facing role, preferably within the SaaS or Health industry. u2022 Excellent skills in data analysis, insight generation, and storytelling to articulate business impact. u2022 Proficiency with project management tools, CRM systems, and business process optimization. u2022 Deep understanding of customer success principles and operational practices in the Health sector. u2022 Strong organizational, communication, and interpersonal skills. u2022 Customer-centric, proactive, and solutions-oriented mindset. u2022 Ability to work in a fast-paced environment, manage changing priorities, and adapt to evolving customer needs. u2022 Strong problem-solving skills and a proactive approach to identifying and resolving issues. u2022 Knowledge of project budgeting, risk management, and resource planning. Disclaimer: Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates. Range and benefit information provided in this posting are specific to the stated locations only US: Hiring Range in USD from: $97,500 to $199,500 per annum. May be eligible for bonus and equity. Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity. Oracle US offers a comprehensive benefits package which includes the following: 1. Medical, dental, and vision insurance, including expert medical opinion 2. Short term disability and long term disability 3. Life insurance and AD&D 4. Supplemental life insurance (Employee/Spouse/Child) 5. Health care and dependent care Flexible Spending Accounts 6. Pre-tax commuter and parking benefits 7. 401(k) Savings and Investment Plan with company match 8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation. 9. 11 paid holidays 10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours. 11. Paid parental leave 12. Adoption assistance 13. Employee Stock Purchase Plan 14. Financial planning and group legal 15. Voluntary benefits including auto, homeowner and pet insurance The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted. Career Level - IC4 About Us Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives. True innovation starts when everyone is empowered to contribute. Thatu2019s why weu2019re committed to growing a workforce that promotes opportunities for all with competitive benefits that support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs. Weu2019re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing or by calling 1-888-404-2494 in the United States. Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veteransu2019 status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

Created: 2026-02-27