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.
Leading contributor individually and as a team member, providing direction and mentoring to others. Display authority, confidence, and a significant understanding of customer's business strategies and industry trends.
Develop and manages Oracle Support relationship with a designated large account(s). Establish professional relationships with key customer contacts to ensure the highest level of customer satisfaction.
Develop significant high-level customer contacts and relationships. Coordinate delivery of Support Services to meet customer goals and objectives, and drive contract renewal.
Identifies and submit Delivery Leads for new opportunities, work collaboratively with Sales, the Customer Support Manager and the customers to determine their needs and identify appropriate solutions.
Lead complex Account Planning and Account Reviews, tracking and communicating status on complex projects including risk identification and mitigation recommendations.
Executes Project and Contract Management- contract cost, resources and scheduling, scope and risk management. Provide leadership and expertise in the development of new products / services / processes, frequently operating at the leading edge of technology.
Lead initiatives for organizational process and tool development and improvement. Contribute to the organization at a regional level to drive regional and global strategy execution.
Has detailed experience and demonstrated execution of Oracle policies, procedures, reporting, escalation process and delivery tools with complex contracts.
Often takes a project lead role. Work is non-routine and very complex, involving the application of advanced technical / business skills in area of specialization.
7-10 and higher years of experience of professional Enterprise implementation experience, IT Service management, Project management or Account Management across global and diverse organizations and / or Advanced Educational degree.
Most complex customer engagements and contracts. Extensive Project Management or Customer Service Management. Project Management or Service Management certification is desirable - ITIL, PMP, Prince2 or University equivalent.
Demonstrated strong competency of interpersonal skills, team leadership, business acumen, relationship building and conflict management.
Extensive customer "face-to-face" experience at middle and C-level executive levels. Demonstrated success with customer service delivery and management, including involvement in at least 5-7 successful customer engagements.
Acknowledged leadership, experience and professional credibility. Subject Matter expertise in industry or product(s) expected.
LOB Communications, Exec C-Level Communications, Global experience. Experienced in large, multi-site or global service engagements.