Incident Manager, North America SaaS Customer Success

  • Company: Oracle
  • Posted: March 17, 2016
  • Reference ID: 16000BDK
Purpose : T o engage with the Cloud Operations Teams and the Global Nerve Center to provide functional and technical review of ongoing customer impacting incidents. This role will assist in communicating with the NA SaaS Customer Success Managers (CSMs) and the management team and will prioritize resolution as established by the NA SaaS CSMs with the appropriate Cloud Operations Team.
Description : Working with the Global Nerve Center (GNC) during your shift, you will interact with the GNC, Cloud Operations Team(s) and the NA Customer Success Team to ensure that the CSMs and customers are kept informed of the status of any ongoing incidents. This will primarily be for incidents involving multiple production customers but involvement in individual customer incidents is also probable to assist the CSMs and customers. The person in this role must be able to make decisions quickly, communicate effectively and efficiently, and also be able to "drive" a situation and ensure that the appropriate actions are taken. The successful candidate will possess excellent verbal and written communications skills combined with the necessary interpersonal capabilities to convey key messages and data concisely and with the appropriate level of detail, based on audience. Further, this individual will have a solid technical and applications background with outstanding problem summarization and solving skills. Lastly, the role requires a working technical knowledge of data center operations including server administration (Linux preferred), networking and core connectivity concepts, and a variety of storage platforms. Functional experience with hosting and hosted applications is a plus. A key concept of the role is to improve the overall customer experience with the Oracle Cloud system. Required are 5-7 years in technical or functional consulting, as well as 3-5 years in technical/architectural capacity. Oracle Cloud is a major focus point of the company across our highly acclaimed hosted products such as Oracle Service Cloud, HCM, CRM, CPQ (Big Machines), ERP, Taleo, TOA, Responsys, and Eloqua.
As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

In this role, you will be considered the lead customer liaison for 4 -10 strategic, top-revenue Support accounts, and will attend one-on-one meetings with representatives of the strategic accounts. You will be responsible for managing internal projects, such as creating internal training curricula and schedules, presenting across lines of businesses, identifying and driving productivity improvement opportunities, coordinating, preparing and qualifying Premier Analysts for Customer Visits and employee mentoring.

Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization.

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.

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