Oracle EPM/ERP Client Success Lead – Remote in Montréal

Huron is a global consultancy that collaborates with clients to drive strategic growth, ignite innovation and navigate constant change. Through a combination of strategy, expertise and creativity, we help clients accelerate operational, digital and cultural transformation, enabling the change they need to own their future.

The Digital Managed Services Client Success Manager (CSM) owns the client relationship, value, and outcomes for a portfolio of approximately 10 Oracle managed services clients. The CSM is the accountable layer of the delivery model: driving governance, the service roadmap, and client satisfaction, and acting as the primary escalation point and strategic interface between the client and Huron's Service Delivery Managers (SDMs) and individual contributors across the EPM and ERP towers. This role is responsible for meeting client expectations, achieving service level agreements (SLAs), protecting engagement margin, and maximizing client satisfaction and renewal.

The Client Success Manager is central to the successful delivery of Oracle managed services. By owning the client relationship, enforcing governance and ticket discipline, applying hands-on EPM or ERP knowledge, and driving continuous improvement, the CSM protects service quality and margin while positioning Huron for renewal and growth. This role requires strong leadership, functional depth, commercial judgment, and a client-centric mindset.

Key Responsibilities:

• Client Relationship Management: Own the client relationship end to end, acting as trusted advisor and single point of accountability. Lead weekly operational status calls and Quarterly Business Reviews (QBRs), understand client priorities, and align service delivery with their business objectives.
• Governance and Escalation: Establish and run the governance model (cadence, stakeholders, reporting) at client onboarding, and serve as the escalation point for client-facing issues, contractual risks, and prioritization decisions.
• Hands-On Oracle EPM or ERP Expertise: Apply direct, hands-on experience in Oracle EPM (EPBCS, FCCS, ARCS, EDM, Narrative Reporting) or Oracle Cloud ERP (GL, AP, AR, Cash Management, Fixed Assets, Tax, Expense, HCM, SCM) to review solutions, challenge estimates, assess ticket quality, and act as an informed counterpart to delivery teams and clients.
• Service Delivery Oversight: Oversee end-to-end delivery of managed services for the assigned portfolio, ensuring adherence to SLAs, quality standards, and contractual obligations. Monitor response and resolution performance, ticket aging, backlog, and deferred items in ServiceNow, and drive corrective action where deviations occur.
• Ticket and Case Governance: Ensure incidents and service requests are accurately categorized, prioritized, documented, and updated; conduct regular ticket reviews with SDMs and individual contributors; and confirm that resolution notes and status reflect the true state of the work.
• Enhancement and Change Management: Manage demand intake for client requests, prioritize by business value, approve level-of-effort estimates, and ensure enhancements follow the agreed change request/approval process before work begins. Coordinate release, migration, and client sign-off activities.
• Advisory Services: Advise clients on new Oracle quarterly features, release impacts, and leading practices, translating product updates into client-specific recommendations and roadmap items.
• Commercial and Margin Management: Track hours consumption and burn rate against contracted volumes, provide clients with proactive updates to avoid surprises, identify write-off and scope risks, and support renewals, change orders, and expansion opportunities with the sales and account teams.
• Onboarding and Transition: Lead client onboarding and transition activities, including SOW reviews with the internal team, knowledge transfer planning, ServiceNow account and coordinator setup, environment and access coordination, and hypercare handover to steady-state support.
• Performance Reporting and Analysis: Prepare and present client-facing KPI and performance reporting, highlighting achievements, trends, and areas for improvement, and translate data into actionable service improvement plans.
• Vendor and Oracle Coordination: Manage interactions with Oracle Support and third-party vendors, including service request escalation strategy and joint review calls, ensuring alignment on client priorities.
• Service Improvement: Continuously assess and improve delivery processes, identifying opportunities for automation (including regression testing), standardization, and AI-enabled efficiency to improve quality, reduce cost, and increase satisfaction.

What We're Looking For:

• Minimum 5 years of hands-on experience implementing, administering, or supporting Oracle EPM (EPBCS, FCCS, ARCS, EDM) or Oracle Cloud ERP/Financials, with the ability to engage credibly on functional and technical topics.
• Proven experience as a Client Success Manager, engagement/project manager, or service delivery lead in a managed services or IT services environment, managing a portfolio of concurrent clients.
• Experience coordinating cross-functional onshore and offshore delivery teams without direct reporting authority, including coverage planning and resource escalation.
• Working knowledge of ServiceNow (or equivalent ITSM platform), SLA models, incident/service request management, and ITIL frameworks.
• Strong commercial acumen: SOW interpretation, hours and margin tracking, change order and estimate review.
• Excellent communication, facilitation, and stakeholder management skills, with the ability to lead executive-level status calls and QBRs and to handle difficult conversations constructively.
• Bachelor's degree in business administration, finance, information technology, or a related field (or equivalent experience).
• ITIL, PMP, or Oracle Cloud certifications are a plus; bilingual English/French capability is an asset for Canadian and Quebec-based clients.

Position is 100% remote.