Strategic Client Services Manager

Job Description

*This position will be responsible 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. In addition, this position will be a leader in ensuring overall customer satisfaction with Oracle s products and related implementation services.
This position will provide customers with regular assessments on the domains of strategy, process, governance, people and technology accompanied by recommendations for improvement in each area. The ATAM will act as the primary liaison between Oracle, the customer, and the system integrator with respect to the implementation. He/she will serve as Oracle's support/services lead to the customer and provide business process, application functionality, technology, and implementation expertise by delivering a combination of business specifications analysis, technical consulting and project management skills. The TAM is responsible for escalating issues across multiple business units within Oracle (e.g. Technical Support, Expert Services, Sales, Consulting, Product Development, etc.) and marshalling resources as necessary to resolve problems.
Provide leadership and expertise in the development of new products/services/processes, frequently operating at the leading edge of technology. Demonstrated success at Oracle with 3 years and as a Technical Account Manager for at least 2 years, including involvement in at least 5 successful customer deployments. Recommended 7-10 years of professional Information Systems implementation experience. Demonstrated experience in package systems implementation (CRM, ERP, Consulting experiences). Understanding of various technical architectures and operating systems including web-based applications, networks, RDBMS (Oracle, DB2, MS SQL Server), etc. Project Management (PMP) certification or extensive Project Management experience across global and diverse organizations. Industry experience is desired.
As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).

Desired Candidate Profile

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Strategic Client Services Director - Telco Sector
Emerging technologies are disrupting old paradigms and unleashing new opportunities, and Oracle are using those emerging technologies along with 40 years of experience to lead the way in modernising the enterprise for their customers. We are transforming the world of business, empowering nearly half a million businesses across the globe to turn untapped potential into real business value with our full stack of SaaS, PaaS, IaaS, with Professional and Managed Services on offer to our customers. We enable companies to reimagine their businesses, processes, and experiences to outpace change.
Role Purpose
The Strategic Client Services Director role is one of influence and leadership, responsible for providing Oracle’s strategic customers with the guidance and support needed for successful and effective use of Oracles products and services. This role requires thought leadership in the customer’s industry, matching Oracle’s products and services to meet the changing landscape within this industry, and ensuring our customers have the support they need from Oracle to achieve their strategic goals. We are looking after industry experience in the key industries such as telecommunications or government, but strong business acumen in general is required. The successful candidate will work closely with the Strategic Client Director who has accountability for the end to end Oracle service and sales for the customer.
The Strategic Client Services Director will drive a high degree of customer satisfaction, referenceability and protect / enhance revenue streams with their assigned customers. You will lead and coordinate activities with the Strategic Client Director and other Oracle stakeholders to support the implementation of the Oracle account strategy for the customer.
Key responsibilities
PARTNERSHIP : Build significant, value-based relationships with key customer contacts, that results in a partnership of collaboration and business growth for both Oracle and our customers
LEADERSHIP : Together with the Strategic Client Director, provide the account team with leadership and guidance to deliver results. The account team represents multiple lines of business. The Strategic Client Service Director will inspire this team of highly skilled people to deliver services that have the customer at the centre of all the decisions we make.
BUSINESS INSIGHT: Provide industry and customer insight to the wider Oracle team. Drive forward Oracle’s best practices, and support implementation of recommendations across the customer’s Oracle landscape by working with customer stakeholders to ensure appropriate levels of sponsorship and prioritization.
CUSTOMER ADVOCACY: Have a thorough understanding of the customers’ current Oracle landscape and their requirements from Oracle in the future. Working in collaboration with the Strategic Client Director, Account team members, Oracle Support, Oracle Development and Cloud Operations to ensure the best solutions and outcomes for the customer are met.
MASTERING COMPLEXITY: Work within this role is non-routine and complex, involving the application of advanced technical/business skills in areas of specialization, using the Oracle network to drive forward solutions, at pace, in demanding situations.
GOVERNANCE: Participate in Account Planning and Account Reviews, track and communicate status on complex projects including risk identification and mitigation recommendations. Establishing joint governance plans with the customer and participating in those governance forums wherein Oracle technologies are being deployed / utilised.
SUPPORT SERVICES: Have a strong understanding of the IT life cycle management, experience in managing major incidents that require executive level communication. Ensuring that the customer and Oracle are aligned and prepared to manage reactive situations such as incidents and escalated problems. Maintain detailed knowledge and demonstrated execution of Oracle support services and cloud operations to ensure the best possible service is received by the customer
Key skills & Competencies
Skills
• 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
• Understand the customer’s industry, as well as its technical and infrastructure environment, and translate it into Oracle solutions
• Subject Matter expertise in industry and/or key Oracle product(s)
• Expected travel 25 -50% of time
Competencies
• 10 or more years of experience in senior positions of professional Enterprise implementation experience, IT Service leadership, 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
• Experience working Globally with delivery and customer teams is preferred
Education
• Bachelor’s degree, Master’s degree or equivalent preferred
• ITIL, PMP, Prince2 or equivalent certification preferred