Customer Service Acct Mgmt Cons 5- Support (Outside CA)
Location:
Burlington , Massachusetts
Posted:
July 29, 2016
Reference:
16000UWB
The Cloud ISM serves as the:

• Key Oracle Point of Contact during a Cloud implementation project for the North America Applications Line of Business, providing expert best practice leadership and project management expertise, working with customers and partners, throughout the implementation phase of their Oracle Cloud customer lifecycle. This role will be servicing our customers requiring a medium touch service level. Our customer/project segmentation is based on criteria such as the project's complexity, account sophistication and subscription level.
Primary manager and coordinator for the engagement. Their key responsibilities include working with the Customer, Partner and Oracle stakeholders to deliver a successful go live, as a result of delivering to expected value with minimal defects.
• Looking for exceptional communicators with excellent collaboration skills to bring together the different constituencies across Oracle (Cloud Ops, Support, Product Development, Customer Success, Sales) with the goal of customer and Cloud project success.
Key performance metrics include % of projects referenceable and % of projects on time and on budget

Develops and manages the Oracle Support relationship with a designated large account or small number of medium accounts throughout engagement. Maximizes the customers' use of Support Services, drives high degree of satisfaction and referenceability, and to protects and enhances Support revenue streams.

Main contact for Oracle customers. Manages the contract, or delivery engagement as defined by Oracle Service Support (OSS). Develops and maintains relationships with senior management across lines of business and third parties. Plans and deploys support activities to ensure effective delivery within agreed budgetary constraints. Advises the account on effective and efficient way to use Oracle support services and products, tools, systems, interfaces, and procedures. Assures and improves the quality of the service, and maintains accurate account information. Communicates opportunities for customers to engage with Oracle such as technical events and business seminars. Assists in the renewal of Support contracts, and contributes to pre-sales activities.

12 plus years of relevant work experience. Strong account management skills acquired through advanced training, study and experience. Highly specialized level of technical expertise or business acumen. Extensive breadth and depth of knowledge and experience of account management at the highest levels, representing companies major or top service accounts. Viewed as an expert in the field. Recognized authority and leading contributor in immediate business area/function. Work is non routine and very complex, involving the application of advanced technical/ business skills
Qualifications:
Develops and manages the Oracle Support relationship with a designated large account or small number of medium accounts throughout engagement. Maximizes the customers' use of Support Services, drives high degree of satisfaction and referenceability, and to protects and enhances Support revenue streams.

Main contact for Oracle customers. Manages the contract, or delivery engagement as defined by Oracle Service Support (OSS). Develops and maintains relationships with senior management across lines of business and third parties. Plans and deploys support activities to ensure effective delivery within agreed budgetary constraints. Advises the account on effective and efficient way to use Oracle support services and products, tools, systems, interfaces, and procedures. Assures and improves the quality of the service, and maintains accurate account information. Communicates opportunities for customers to engage with Oracle such as technical events and business seminars. Assists in the renewal of Support contracts, and contributes to pre-sales activities.

12 plus years of relevant work experience. Strong account management skills acquired through advanced training, study and experience. Highly specialized level of technical expertise or business acumen. Extensive breadth and depth of knowledge and experience of account management at the highest levels, representing companies major or top service accounts. Viewed as an expert in the field. Recognized authority and leading contributor in immediate business area/function. Work is non routine and very complex, involving the application of advanced technical/ business skills.

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.
A little about us:
Oracle is shifting the complexity from IT, moving it out of the enterprise by engineering hardware and software to work together—in the cloud.

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