Oracle Customer Success Services is a Global Line of Business within the Oracle Support Services Organization. 

Role Purpose 
Primary: To successfully run the delivery of customer engagements according to the contractual details  for both SaaS and on-premise service  

Develop and lead the Oracle Support relationship for customers who have purchased an Customer Success Services (CSS) support contract. Strive to deliver a high degree of satisfaction and protect and enhance Support revenue streams. 

Scope

Runs designated portfolio of projects and/or contracts and works to objectives, as directed by Oracle Customer Success Services (CSS) line manager.

Leads the overall service delivery defined by the contract which in many circumstances will involve parties or resources from other lines of business and/or Oracle business partners.

Collaborates effectively with CSS sales and resourcing teams and other Oracle lines of business such Systems Support, Hardware & Licence Sales and Consulting to improve the customer experience.

Works with partner organisations and other third parties as the need arises.

Works closely with other TAMs to identify and develop innovative ways of delivering service to the customer.

Supports the CSS sales team in selling CSS additional services. Instrumental in driving renewals and finding opportunities for upsell.

Handles documentation and uses Oracle business systems as appropriate

Responsibilities

Be the single point of contact within Oracle for the customer, acting as their advocate for the service you are responsible for delivering.

The CSS TAM is a customer advocate and must demonstrate customer obsession by placing the client needs first.

Handle the contract or delivery engagement as defined by CSS line management, including creating and maintaining accurate documentation

Maintain the Oracle business systems to ensure systems are up to date with the correct/current information (resource assignment, timecards, rates, completion estimates, invoice details etc.) to ensure that services are delivered efficiently, invoices are generated in a timely manner and revenues are recognised promptly.

Plan and deploy resources to ensure effective delivery within agreed budgetary constraints.

Where appropriate create and maintain the CSS service delivery or project plan.

Actively run project forecast, identify risks and issues and opportunity for revenue collection (upside)

Accountabilities:

Proactively lead the contract/project delivery to completion / customer acceptance

Proactively report on any potential risks / issues that may impact service delivery or customer satisfaction

Lead any customer  concern that may arise

Ensure all contract-related systems and documentation either required contractually or as part of a program, are up to date and accurate

Supervise and report revenue forecast and margin estimates, revenue and margin achievements for each contract 

Work in line with customer working practices and procedures, if contractually agreed 

Operate in line with Oracle CSS’s business processes and procedures

 Job Requirements

With experience in service delivery and/or project management  

Oracle products and services knowledge will be highly appreciated as well as experience in Oracle HW platforms and OS.

With experience on Enterprise Customers helpful

ITIL as well as Price2/PMP certification helpful

Good communication / relationship building skills

Customer focused and results oriented

Ability to work under stress in highly raised situations

Organised with proven attention to detail

Decision making / problem solving skills

Ability to run multiple concurrent activities (customer engagements)

Highly professional: Ability to take care of senior and exec customers with confidence

Strong analytic skills and ability to pre-empt potential risks and issues

Career Level - IC2