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. 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.

Career Level - IC4

Responsibilities

CSS Technical Account Manager

• responsible for maintaining and managing the Customer Success Services contractual relationship with the customer and the project Management of CSS Delivery Projects.

• helps customers leverage their CSS services coupled with their Premier Support contract to maximize the value from their Oracle investment and achieve desired business outcomes.

• ensures customers and decision-makers are constantly informed of the project’s progress, issues and risks.

Key responsibilities:

PROJECT MANAGEMENT, ACCOUNT MANAGEMENT, COORDINATION OF CONTRACT DELIVERABLES, CUSTOMER ADVOCACY, ESTABLISH SERVICE VALUE PROPOSITION and assist with BUSINESS DEVELOPMENT.

The specific details of their responsibilities and tasks will vary but will primarily be in the Project Management area for CSS solutions.

• PROJECT MANAGEMENT:

• Manage large scale customer projects, delivering CSS solutions to Business-driven, technically complex requirements across the complete Oracle stack.

• The project manager ensures successful outcomes for the customer and profitability & revenue for Oracle whilst continually demonstrating the excellence & value add of Oracle services.

• Management of project using an industry-standard methodology e.g. PRINCE II or equivalent.

• 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.

• Performs ongoing account oversight and conduct periodic Account Reviews and reporting.

• Plans and manages complete project activities, moving the engagement from Sales into successful delivery, managing resources, defining & driving success criteria whilst providing the interface into the Client.

• Delivers concurrent high profile, critical projects that cover migrating & upgrading Oracle applications & databases and infrastructure implementations. Financial Control including revenue forecasting, resource management, escalation management and customer relationship.

• COORDINATION OF CONTRACT DELIVERABLES:

• Develop a Service Delivery Plan and Project plans that map key account objectives to specific contract deliverables.

• Manage the Delivery Plan, coordinate resource assignments, and manage projects to drive the desired results delivering high-value to the customer.

• Properly manage project efforts to prevent scope-creep and ensure optimal profit margin. Ensure Risks and Issues are mitigated in a timely manner.

• 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 Project Manager both clearly articulating the customer’s position, but also managing the customer's expectations (whilst representing the interests of Oracle).

• ESTABLISH SERVICE VALUE PROPOSITION: The Project Manager 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.

• 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

• 5+ years IT project management experience, in B2B environments.

• German/ French language skills

• Experience in delivering large scale IT projects and, preferably, experience in delivering Cloud solutions.

• Experience in delivering projects for external customers or third parties.

• Demonstrates in-depth understanding of customers' industries and core business processes, and their technical and business needs. Evidence of delivering projects via a proven Project Management Methodology.

• Experience in escalation management, risk management, issue management and change control. Ability to build significant long-term relationships with key customer contacts and members of the project team

• Preferable background in Professional Services, Account Management, Project Management, Enterprise IT Management, Customer Support, Enterprise software deployments.

• PRINCE2 / PMP and standard ITIL Certification is desirable.

• Strong interpersonal skills, good communicator

• Extensive customer "face-to-face" experience at middle or executive levels. Solid industry experience/knowledge.

• Conflict management skills, time management and self-management ability.

• Strong management skills.

• Business acumen.

• Strong team orientation.

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.

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