Strategic Client Service Director – West Coast

Job Description

This is a leadership role, responsible for providing Oracle���������s strategic customers with the guidance and support needed to ensure successful, and effective use of Oracle���������s products and services. The Strategic Client Service Director will drive a high degree of satisfaction, referenceability and protect/enhance revenue streams with their assigned customers. He or she will advocate for the customer and become a trusted advisor aligning with customer stakeholders up to and including C-Level. They will coordinate activities with the Strategic Client Director and other Oracle stakeholders to support implementation of Oracle���������s account strategy for the customer.

Responsibilities

• Build significant long-term relationships with key customer contacts.
• Have a thorough understanding of the customer���������s Oracle landscape and work collaboratively with thtor, Sales, Oracle Support, Oracle Development and Cloud Operations to ensure the best solutions and outcomes for the customer.
• Ensure that customer and Oracle are aligned and prepared to manage reactive situations such as incidents and escalated problems.
• Drive Support Services recommendation implementation across the customer���������s Oracle landscape by working with customer stakeholders to ensure appropriate level of sponsorship and prioritization.
• Participate in periodic Account Planning and Account Reviews, track and communicate status on complex projects including risk identification and mitigation recommendations.
• Maintain detailed knowledge and demonstrated execution of Oracle support services and cloud operations.
• Work is non-routine and complex, involving the application of advanced technical/business skills in area of specialization.

Skills

• Understand the customer’s industry, as well as its technnd infrastructure environment, and translate it into Oracle solutions
• Subject Matter expertise in industry or key Oracle product(s)
• Excellent communication and presentation skills; able to communicate and present at Exec C-Level
• Strong business acumen ��������� entrepreneurial approach
• Strong networking and relationship building
• Ability to lead & influence a geographically dispersed team without direct reporting lines at times
• Expected travel 25 -50% of time

Qualifications

• 10 and higher years of experience in senior positions of professional Enterprise implementation experience, IT Service management, Program management or Account Management experience
• Demonstrated strong competency of interpersonal skills, team leadership, business acumen, relationship building and conflict management
• Demonstrated expertise in large (multi-site or international) transformation projects

xperience working Globally with delivery and customer teams is preferred

Education

• Bachelor���������s degree or equivalent required, Master���������s degree preferred
• ITIL, PMP, Prince2 or equivalent certification preferred

Location: Candidates will need to be able to work Pacific time zone hours based on clients and preference is for West Coast due to client locations.

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, provd 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.

If you are a Colorado resident, Please Contact us or Email us at [email protected] to receive compensation and benefits information for this role. Please include this Job ID: 126298 in the subject line of the email.

About Us

Innovation starts with inclusion at Oracle. We are committed to creating a workplace where all kinds of people can be themselves and do their best work. It���������s when everyone���������s voice is heard and valued, that we are inspired to go beyond what���������s been done be we need people with diverse backgrounds, beliefs, and abilities to help us create the future, and are proud to be an affirmative-action equal opportunity employer.

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, age, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.