Customer Service Account Manager , Cerner (Oracle Health)

About the Role
We are seeking a customer-focused Customer Service Account Manager to manage strategic Oracle Health (Cerner) client relationships and ensure clients maximize the value of Oracle Health Support Services. This role serves as the primary point of contact for customer engagement, service quality, support governance, contract renewals, and customer success initiatives.
Key Responsibilities
Develop and manage long-term Oracle Health Support relationships for assigned strategic healthcare customers.
Serve as the primary customer advocate and trusted advisor throughout the engagement lifecycle.
Drive adoption and effective utilization of Oracle Health Support Services to maximize customer value.
Monitor customer satisfaction, service performance, and overall account health.
Proactively identify opportunities to improve service quality and customer experience.
Maintain accurate account, support, and engagement information.
Coordinate with support, delivery, product, and engineering teams to address customer needs and escalations.
Conduct regular service reviews, governance meetings, and customer health checks.
Assist with support contract renewals and customer retention initiatives.
Contribute to pre-sales discussions, account growth opportunities, and service expansion activities.
Required Skills
Customer Success, Account Management, or Service Delivery Management experience.
Strong client relationship and stakeholder management skills.
Excellent communication, presentation, and negotiation capabilities.
Experience managing enterprise support engagements and service governance.
Strong problem-solving and issue-resolution skills.
Knowledge of support operations, SLA management, and customer satisfaction metrics.
Ability to work effectively across technical, operational, and business teams.
Preferred Skills
Oracle Health (Cerner) platform experience.
Healthcare IT, EHR/EMR, or Managed Services background.
Experience managing strategic healthcare accounts.
Knowledge of support contract management and renewal processes.
ITIL Foundation or Service Management certifications.

Work arrangement
Yes