Job Description
We are looking for a highly motivated, results-oriented individual with executive presence to own Oracle Fusion enablement for Oracle Health Customer Success and to lead the cross-functional program that transitions Fusion + EHR customers to a single Oracle Health CSM model.
In close partnership with Customer Success Directors, Fusion Leadership, GTM, and cross-functional teams, this role will define comprehensive, modern enablement plans for Customer Success Executives and Directors. These plans will be rooted in best practices and designed to improve how our teams engage with customers, ultimately supporting customer success, renewals, and expansion efforts.
Key aspects of this role include developing scalable enablement programs that support a global model-as we continue to grow in international markets. This leader will serve as the primary enablement point into the Fusion organization for Oracle Health CSMs. They will translate Fusion roadmap, release, feature, compliance, supportability, adoption, and consumption information into practical CSM-ready guidance, training, playbooks, and customer engagement resources while maintaining a central source of truth for Fusion enablement assets, and ensuring that resources are organized in the flow of the Customer Lifecycle: Onboard, Implement, Adopt, Optimize, Renew, and Expand.
The leader will manage the Fusion + EHR single-CSM transition program, including workstream planning, stakeholder alignment, milestone tracking, risk and dependency management, communications, readiness reviews, field feedback loops, and adoption measurement.
The Leader will oversee the development and maintenance of SharePoint communication sites, ensuring enablement resources and updates are accessible and well-organized. This role is also responsible for creating and standardizing communications and presentation templates for both internal and customer-facing engagements. By enhancing internal communications and resource sharing, the Enablement Performance Leader supports a consistent and efficient enablement experience across the global Customer Success organization.
Enablement Performance Leader work closely with Customer Success Directors and Leadership to understand business needs, diagnose challenges, and design impactful enablement plans. We are looking for an experienced professional who excels in navigating complex, matrixed organizations with a customer-centric mindset. You will act as a consultative business partner, capable of securing executive sponsorship to measurably improve customer engagement, satisfaction and success through a well-equipped Customer Success team, as well as delivering and orchestrating plans,
This role will also collaborate with Human Resources and Customer Success Leadership to define and implement competency-based enablement plans.
The ideal candidate is passionate about enablement, program management, change leadership, process optimization, and strategic execution. Successful candidates bring analytical rigor, strong communications skills, practical project discipline, and the ability to influence across complex, matrixed organizations while keeping customer outcomes at the center. The candidate should bring sound judgment, a proactive leadership mindset, and the ability to manage a diverse and fast-paced workload.
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.
Responsibilities
KEY RESPONSIBILITIES:
Lead the Fusion + EHR single-CSM transition program, including scope, governance, milestones, workstreams, risks, dependencies, stakeholder readiness, and executive reporting.
Serve as the single enablement point of contact between Oracle Health Customer Success and the Oracle Fusion organization.
Partner with Fusion leadership and subject matter experts to capture solution training, roadmaps, new features, release details, compliance requirements, and operational changes, then translate them into Oracle Health CSM-ready guidance.
Design and create effective process and practice training programs, workshops, and materials to enhance the skills and knowledge of the customer success team.
Build and maintain the Fusion enablement calendar, including product release cycles, roadmap communications, training launches, compliance deadlines, and readiness checkpoints.
Develop release-management enablement practices that prepare CSMs to guide customers through Fusion updates, feature adoption, impacts, risks, and success measures.
Develop, organize, and maintain a Fusion enablement homepage or SharePoint communications site so training, playbooks, release assets, roadmap materials, compliance guidance, and FAQs are easy to access in the flow of CSM work.
Partner with first-line managers to equip them with Fusion coaching content, readiness metrics, and adoption expectations so they can reinforce enablement with their teams.
Leverage Oracle internal sales and CSM trainings programs targeting customer success specialists role/competency gaps in terms of processes, solution knowledge and best practices.
Create and implement peer-to-peer tactics promoting high performance cultural values, identify subject matter experts to collaborate with, as well as facilitate sessions is part of the role.
Create and optimize customer success lifecycle engagement enablement program for stages that includes Onboard, Implement, Adopt and Succeed.
Drive data-driven decisions based on internal dashboards data, that must be created to support the enablement programs.
Stay updated on industry best practices and sales enablement tools to continuously improve sales effectiveness.
Maintain and update SharePoint communication sites to ensure up-to-date and easy access to enablement resources, training programs, and updates throughout the Customer Lifecycle.
Develop and standardize communications templates for regular internal updates, announcements, and team-wide communications to streamline messaging and branding across the Customer Success organization.
Design and maintain presentation templates for both internal and customer-facing meetings to ensure consistent messaging and high-quality visual standards in all enablement and engagement touchpoints.
Collaborate with stakeholders to gather feedback and continuously improve communication assets, ensuring alignment with business objectives and evolving needs.
Successful engagement of customer success teams, management and leadership on programs developed Qualifications and Skills:
Bachelor's degree in Business, Education/Enablement or a related fields. Advanced degrees or certifications in Managem
