Job Description

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. Improve the customers' use of Support Services, reference-ability and protect/improve revenue streams. Advocates for customer and becomes a trusted advisor aligning with the partners of their assigned customers.

Leading contributor individually and as a team member, providing direction and mentoring to others. Build significant long-term relationships with key customer contacts. Understand the customer’s industry, as well as its technical and infrastructure environment, and translate it into Oracle solutions. Work closely with Sales, the Customer Service Manager and the customers to resolve their needs and identify appropriate solutions. Coordinate delivery of Support Services. Involvement in at least 5 successful customer engagements, focusing on customer service delivery and management. Conduct periodic Account Planning and Account Reviews, tracking and presenting status on sophisticated projects including risk identification and mitigation recommendations. Complete Project Management principles - leading contract cost, resources and scheduling, scope and risk management. Identify and submit delivery leads for new opportunities and contract renewals. Has detailed knowledge and demonstrated execution of Oracle policies, procedures, reporting, critical issue process and delivery tools with sophisticated contracts. May take a project lead role. Work is non-routine and complex, involving the application of sophisticated technical/business skills in area of specialization.

7-10 years Enterprise implementation experience, IT Service management, Project management or Account Management experience and/or Advanced Educational degree. Project Management or Service Management certification is desirable - ITIL, PMP, Prince2 or University equivalent. Domain expertise in industry or product(s). Ability to effectively communicate and engage with senior leaders. Demonstrated expertise in large (multi-site or international) IT projects. Working Globally is desirable.

Responsibilities

Oracle Customer Success Services is a Global Line of Business within the Oracle Support Services Organization.

Role Purpose

Primary: To successfully own the delivery of customer engagements according to the contractual details.

Develop and own the Oracle Support relationship for customers who have purchased aaCustomer Success Services (CSS) support contract. Strive to deliver a high degree of satisfaction and protect and enhance Support revenue streams.

Scope

• Runs designated portfolio of projects and/or contracts and works to objectives, as advised by Oracle Customer Success Services (CSS) line manager.

• Owns the overall service delivery defined by the contract which in many circumstances will involve parties or resources from other lines of business and/or Oracle business partners.

• Collaborates optimally with CSS sales and resourcing teams and other Oracle lines of business such Systems Support, Hardware & Licence Sales and Consulting to improve the customer experience.

• Works with partner organisations and other third parties as the need arises.

• Works closely with other TAMs to identify and develop innovative ways of delivering service to the customer.

• Supports the ACS sales team in selling ACS additional services. Instrumental in driving renewals and finding opportunities for upsell.

• Handles documentation and uses Oracle business systems as appropriate

Responsibilities

• Be the single point of contact within Oracle for the customer, acting as their advocate for the service you are responsible for delivering.

• The CSS TAM is a customer advocate and must demonstrate customer obsession by placing the client needs first.

• Handle the contract or delivery engagement as defined by CSS line management, including creating and maintaining accurate documentation

• Maintain the Oracle business systems to ensure systems are up to date with the correct/current information (resource assignment, timecards, rates, completion estimates, invoice details etc.) to ensure that services are delivered efficiently, invoices are generated in a timely manner and revenues are recognised promptly.

• Plan and deploy resources to ensure effective delivery within agreed budgetary constraints.

• Where appropriate create and maintain the CSS service delivery or project plan.

• Actively run project forecast, identify risks and issues and opportunity for revenue collection (upside)

Accountabilities:

• Proactively own the contract/project delivery to completion / customer acceptance

• Proactively report on any potential risks / issues that may impact service delivery or customer satisfaction

• Lead any customer concern that may arise

• Ensure all contract-related systems and documentation either required contractually or as part of a program, are up to date and accurate

• Supervise 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 CSS’s business processes and procedures

• Operate in line with Oracle Global and local HR policies and procedures

Job Requirements

• Solid experience in service delivery and/or project management is required.

• Oracle products and services knowledge will be highly appreciated as well as experience in Oracle HW platforms and OS.

• Experience on Enterprise Customers is required

• ITIL as well as Price2/PMP certification helpful

• Superb communication / relationship building skills

• Customer focused and results oriented

• Ability to work under stress in highly raised situations

• Organised with solid attention to detail

• Decision making / problem solving skills

• Ability to run multiple concurrent activities (customer engagements)

• Highly professional: Ability to take care of senior and exec customers with confidence

• Strong analytic skills and ability to pre-empt potential risks and issues

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

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Disclaimer:

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