Summary
Work History
Education
Skills
Additional Information
Timeline
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Julie Joy

Julie Joy

Florissant,CO

Summary

Account Manager with 10+ successful years of customer focused satisfaction while building client relationships and achieving strategic goals. Ability to provide superior communication and manage multiple complex projects while meeting challenging deadlines.

Work History

Ambassador

Century Casino
Cripple Creek, CO
03.2023 - Current
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked well in a team setting, providing support and guidance.
  • Worked effectively in fast-paced environments.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Excellent communication skills, both verbal and written.
  • Cultivated interpersonal skills by building positive relationships with others.

Customer Success Manager

Oracle
01.2021 - 12.2022
  • Responsible for 8-10 strategic customers implementation projects of Oracle Cloud ERP/SCM/EPM and post Go-Live value adoption activities.
  • Monitored customer progress and addressed customer inquiries with timely and accurate updates.
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Managed each project independently with various project phases and demands.
  • Coordinate with customer System Implementer (SI) providing support as Oracle partner with end goal of customer success and satisfaction.
  • Proactively provide risk mitigation deliverables aiding in project success and customer satisfaction with product renewal goal.
  • Coordination of Oracle resources with project expertise and customer communication.
  • Quarterly Business Reviews (QBR) to ensure usage and product knowledge to identify risk.
  • Created customer support strategies to increase customer retention.
  • Analyzed customer data to identify trends and develop strategies to improve customer success metrics.

Escalation Manager / Sales Operations

Oracle
01.2018 - 01.2021
  • Monitor Customer Health and promote successful sales and renewal cycles for 40+ customer accounts under SaaS products Fusion (HCM, ERP, SCM, EPM, CX) – Non-Fusion (Taleo, RightNow)
  • Customer Health Dashboard (CHD) testing, development, and reporting
  • Executive Reporting – Weekly progress account tracking and data mining requests.
  • Effective communication with Sales/Renewals for account status and develop focus areas for improvement with global team.
  • Engage required resources for challenge areas and ensure resolved status (Sales, Renewal Rep, Sales Consultants, Support Product Lead and Executives)
  • Promote customer efficiency with Support interaction and Tools (Cloud DB, My Oracle Support, Customer Connect)
  • Monitoring Usage levels ensuring product adoption and Customer retention.

Customer Success Manager - On Prem

Oracle
01.2014 - 01.2018
  • Manage Enterprise accounts, aid in development of Support Account Plan, Proactive Communication Plan and Account Governance Model in collaboration with Customer and Account Team (25% travel to client site)
  • Partner strategically with Enterprise Accounts to achieve maximum value on support investment which reduces risk and increases ROI by advising customer on risk mitigation strategies, ensuring customer is using available tools and process, drive support automation and effective use of support process along with improving adoption of latest releases of product.
  • Aligning customers strategic business goals/objectives with Oracle products, services, and best practices.
  • Established executive reporting to customers for Quarterly Business Review (QBR), Account Review and Planning Sessions utilizing analytic tools (BI and CI Analytics)
  • Serve as support point of leadership across all customer support activities and function as trusted advisor developing long term customer relationships (On-Prem applications – HCM, ERP, SCM & Taleo)
  • Collaborate with Sales teams to identify, develop and close sales leads that increase customer support contract base.

Senior Principal Critical Account Manager

Oracle
01.2007 - 01.2014
  • Successfully managed highest level of escalation within Oracle Product Support with focus on customer satisfaction and issue resolution.
  • Owning Critical Account Manager (CAM) for Strategic Accounts as part of Top Account program, partnering with internal Oracle teams and building Customer relationship.
  • Collaborate with customers and Oracle organizations to bring highly escalated, business critical issues to resolution with in-depth problem and strategy analysis.
  • Regularly interact across functional areas with senior management or counterparts to ensure successful customer objectives.
  • Produce customer and internal reports to reflect current customer status in relevance to customer milestones.

Senior Operations Manager

Oracle
01.2008 - 01.2010
  • Acquisitions Reporting- Producing status and business outline to GCA Organization
  • Head Count Reporting North and Central America to leadership team.
  • Monthly Metrics for Global Critical Account team, reported to Senior Leadership Team for Monthly Business Review (Excel 2007)
  • Project Management Lead Global Initiatives – Providing design, guidelines, process and procedures for new Information Management system.
  • Create and Maintain status reports for all GCA Organization Globally (Cerberus Report Builder) – Direct line reporting to Regional VP
  • New Technology Training – Communicate overview of new tools and technology to North American organization.

Senior Support Engineer/COE

Oracle
01.2003 - 01.2008
  • Situation manager on highly sensitive customer issues escalated to top levels of the Customer business and within Oracle
  • Perform advanced problem and defect resolution in the Procurement Application (EBS) area
  • Interact effectively with Support and engage with Product Development/Product Management to ensure appropriate priority is assigned to complex technical issues
  • Continuous development of functional and technical expertise to be viewed as a core resource for knowledge transfer
  • Lead special projects for Root Cause Analysis (RCA) and Process Analysis (PA), providing recommendations for improvements
  • Documented technical issues and solutions to enable tracking history and maintain accurate logs.
  • Manage both technical and political escalations to ensure satisfaction for all areas

Support Engineer

Oracle
01.1997 - 01.2003
  • Team Lead for Product Quality, ensuring complete analysis of reported defects and presenting proposals to Product Development for improvements.
  • Primary contact for early adopter program for approved customers providing product training and engagement (EBS/ Procurement)
  • Develop training classes for Internet Supplier Portal Product and delivered to global audience (Europe and US)
  • Research and follow through to resolution for all technical issues assigned.
  • Accountable for large customer base in Procurement Application ensuring acceptable resolution for both customers and Oracle.
  • Self-knowledge advancement for dynamic products.

Education

Customer Success Accrediation

Oracle
Colorado
2021

ERP Level 2 Financials Certification

Oracle
Colorado
2021

ITIL V3 - Certification

Dream Catchers
Colorado
2010

Computer Science

University of Colorado At Colorado Springs
Colorado Springs, CO
1996

Child Development

Pikes Peak Community College
Colorado Springs, CO
1984

Skills

  • Communication
  • Problem Solving
  • Negotiation
  • Organization
  • Global Relationships
  • Customer Satisfaction / Retention /Service
  • Decision Making
  • BI /CI Analytic Tools
  • Executive Reporting
  • Training Programs
  • Account Management / Reviews
  • Report Analysis

Additional Information

  • Awards , 2016 – Oracle Customer Service Pacesetter Team Award 2015 – Oracle Customer Service Pacesetter Team Award 2011 – Oracle Customer Service Pacesetter Team Award 2010 – Oracle Customer Service Excellence Outstanding Contributor Award 2010 – Oracle Customer Service Pacesetter Award

Timeline

Ambassador

Century Casino
03.2023 - Current

Customer Success Manager

Oracle
01.2021 - 12.2022

Escalation Manager / Sales Operations

Oracle
01.2018 - 01.2021

Customer Success Manager - On Prem

Oracle
01.2014 - 01.2018

Senior Operations Manager

Oracle
01.2008 - 01.2010

Senior Principal Critical Account Manager

Oracle
01.2007 - 01.2014

Senior Support Engineer/COE

Oracle
01.2003 - 01.2008

Support Engineer

Oracle
01.1997 - 01.2003

Customer Success Accrediation

Oracle

ERP Level 2 Financials Certification

Oracle

ITIL V3 - Certification

Dream Catchers

Computer Science

University of Colorado At Colorado Springs

Child Development

Pikes Peak Community College

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