Accountable for providing customers with the guidance and support needed throughout the full life cycle of implementation to ensure successful and most effective use of Oracle's products and related implementation services. Maximize the customers' use of Support Services, drive a high degree of satisfaction, referenceability and protect/enhance revenue streams. Advocates for customer and becomes a trusted advisor aligning with the stakeholders of their assigned customers.
Develop and manage the Oracle Support relationship with a designated large account, or small number of medium accounts, throughout the contracted engagement. Work collaboratively with Sales, the Customer Support Manager and the customers to determine their needs and identify appropriate solutions. Coordinate delivery of Support Services. Has detailed knowledge and demonstrated execution of Oracle policies, procedures, reporting, escalation process and delivery tools. Identify and submit delivery leads for new opportunities. Job duties are varied and complex utilizing independent judgment. May have project lead role.
BS degree or equivalent experience, 5-7 years experience in Enterprise Technology Implementation, IT Service management, Project management or Account Management. Demonstrates a general understanding of Risk Management Fundamentals, Conflict Management and Problem Solving. Understanding of Contract/Project Management fundamentals - cost, resources and scheduling, scope and risk management. Prior experience in Business Development in related industry. Solid working knowledge of the tools, methods and techniques used to conduct periodic Account Planning and Account Reviews, tracking and communicating status on complex projects including risks. Demonstrates good communication, customer management, customer engagement, and project management skills. Demonstrated experience and understanding of latest various technical architectures and operating systems. Industry experience desired. Oracle is leading a Cloud revolution. Emerging technologies are disrupting old paradigms and unleashing new opportunities. We are transforming the world of business, empowering nearly half a million businesses across the globe to turn untapped potential into real business value. We enable companies to reimagine their businesses, processes, and experiences to outpace change.
Oracle Advanced Customer Services (ACS) is a Global Line of Business with over 20 years of experience providing dedicated support to more than 6,000 companies in 100 different countries, our services are designed to meet the ever-evolving needs of our customers. By working with them to understand their unique requirements and business goals, Advanced Customer Services helps them embrace the right technology to shape their future and achieve more.
Help customers maximise the value from their Oracle investment and achieve business outcomes by managing the successful delivery of the comprehensive portfolio of ACS delivery and optimization services across all the Oracle products and technologies, both on premise and within the cloud layers.
Maintain and manage ACS customer relationships to ensure that customers and decision makers are influenced and delighted.
Strive to provide a high degree of satisfaction and protect and enhance Support revenue streams.Key responsibilities The specific details of responsibilities and tasks will vary but will primarily be in the Enterprise Delivery / Managed Cloud area of ACS solutions. The SDM/TAM's responsibilities falls into five major areas:
ACCOUNT MANAGEMENT: Works proactively with the customer to understand key customer projects, pertinent goals, and customer KPIs. Develops an account plan and strategy for leveraging the acquired ACS services to achieve the desired value-based objectives. Perform ongoing account oversight and conduct periodic Account Reviews.
ESTABLISH SERVICE VALUE PROPOSITION: The SDM/TAM works collaboratively with the customer and other members of the account team to understand the Key Business Specifications, the appropriate KPIs, and the associated Payback Avenues to drive ROI for the customer.
COORDINATION OF CONTRACT DELIVERABLES: Develop a Service Delivery Plan that maps key account objectives to specific contract deliverables identified with the ACS contracts. Manage the Delivery Plan, coordinate resource assignments, and manage Projects to drive the desired results and deliver high-value to the customer. Properly manage project efforts to prevent scope-creep and ensure optimal profit margin.
CUSTOMER ADVOCACY: Serves as the customer advocate within Oracle focusing on Support LOB issues, but also providing assistance across all lines of business. Customer advocacy needs the SDM/TAM both clearly articulating the customer's position, but also manage the customer's expectations (and represent the interests of Oracle).
BUSINESS DEVELOPMENT: Recognizes and solicits business opportunities within customer accounts and develops to the point where the sales organization can engage in deal pursuit. Key skills & Competencies· Demonstrates in-depth understanding of customers' industries and core business processes, and their technical and business needs.
· Driving competitiveness and innovation
· Builds significant long-term relationships with key customer contacts.
· Background in Professional Services, Account Management, Project Management, Enterprise IT Management, Customer Support, Enterprise software deployments.
· Experience in escalation management and change control. Change agility
· PMP and standard ITIL Certification is desirable, some knowledge / experience of AGILE
· Strong interpersonal skills, Extensive customer "face-to-face" experience at middle and executive levels
· Strong relationship building skills, communicating openly and effectively to influence.
· Solid industry experience/knowledge
· Conflict management skills, time management and self-management ability.
· Strong management skills, Inspirational Leadership inspiring others through your example
· Business acumen, understanding of the wider objectives of the Project(s). Making timely business decisions with sound judgment
· Proactively manage the contract/project delivery to completion / customer acceptance
· Proactively report on any potential risks / issues that may impact service delivery or customer satisfactions
· Strong team orientation, Leveraging the combined strength of Oracle
· Experience in IT/Account Management.
· Monitor and report revenue forecast and margin estimates, revenue and margin achievements for each contract
· Work in line with customer working practices and procedures, if contractually agreed
· Operate in line with Oracle ACS's business processes and procedures
· Operate in line with Oracle Global and local HR policies and procedures Diversity and Inclusion:
An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.
In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.
Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.
At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions.
That's why we're committed to creating a workforce where all individuals can do their best work. It's when everyone's voice is heard and valued that we're inspired to go beyond what's been done before.
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 veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
* Which includes being a United States Affirmative Action Employer
This employer is a corporate member of myGwork - LGBTQ+ professionals, the business community for LGBTQ+ professionals, students, inclusive employers & anyone who believes in workplace equality.