Job Information
Oracle Strategic Customer Service Manager (SCSM) in Oklahoma City, Oklahoma
Job Description
Strategic Customer Service Manager (SCSM)
Department
Database Cloud and Exadata Support
Strategic Customers Program (SCP) is a DB Cloud/Exadata initiative with the primary objective of optimal product and service experience for strategic accounts running business on Oracle’s Cloud Database Platforms: Autonomous Database, DB and Exa Cloud Services, Exadata, and ZDLRA.
Description
SCSM will build long-term relationships with assigned customers, serve as a single point of contact, and work proactively to drive the adoption of known standard methodologies and proactive patching compliance. SCSM will advocate for the customer and become a trusted advisor, aligning with customer stakeholders up to and including C-Level. SCSM will coordinate activities with Oracle stakeholders (Sales account team, engineering, and service teams) to support the implementation of Oracle’s account strategy for the customer.
Responsibilities
Serve as a single point of contact for named accounts
Build long-term relationships with key customer contacts.
Have a thorough understanding of the customer’s IT landscape and roadmap.
Work proactively with customers to drive a high degree of best-practice compliance, critical patch notification and compliance, planning of upgrades, and other milestone events that will help prevent service interruptions and serious issues.
Work collaboratively with Oracle Support, Development, Operations, and other services to champion the resolution of customer issues and ensure the best solutions and outcomes.
Ensure that the customer and Oracle are aligned and prepared to manage situations such as incidents and escalated problems that could not be prevented. Regularly update customer and internal stakeholders with status during issue resolution
Drive Support Services recommendation implementation by working with customer stakeholders to ensure the appropriate level of sponsorship and prioritization.
Participate in defining and building customer-specific metrics reporting
Participate in monthly Scorecard Review meetings with customers’ executives, and track and communicate status on complex projects, including risk identification and mitigation recommendations.
Serve as a co-owner, with a peer team, for a portfolio of 6-9 strategic clients for the program
Participate in the CAPA (Corrective action/preventive action) for any serious issues that affect the assigned customer
Present to DB development/support management on a periodic basis a customer case study covering critical issues faced and corrective actions required/taken
Skills
Ability to understand customers’ industry, infrastructure environment, and roadmaps
Excellent communication and presentation skills; able to communicate at all levels
Strong business acumen – entrepreneurial approach
Strong networking and relationship building
Ability to influence a geographically dispersed team without direct reporting lines
Qualifications
10+ years of experience in senior positions of professional Enterprise implementation, IT Service Management, Program Management, or Account Management.
Strong interpersonal skills, leadership, business acumen, relationship building, and conflict management
Experience with large transformation projects
Experience working globally with delivery and customer teams is preferred
Experience with large-scale, IT implementations at customers that involve advanced Oracle Technology e.g. Exadata, Database Cloud, ZDLRA
Proven ability to handle conflict management and crucial conversations
Demonstrated ability to work independently
Must have Oracle Database Technology skills
Education
BS/MS in Computer Science/IT or equivalent required
ITIL, PMP, Prince2, OCP/OCM or equivalent certification preferred, with emphasis on Oracle DB certification training
Preference will be given to candidates having bi-lingual written and oral communications in the following areas:
Spanish
Portuguese
Japanese (native speaker)
Career Level - IC4
Responsibilities
Customer Relationship Management:
Develop and maintain strong relationships with key stakeholders and decision-makers within assigned accounts.
Act as the primary point of contact for strategic customers, ensuring a seamless communication flow.
Understand customer needs and objectives, and align our services and solutions to meet their goals.
Strategic Planning and Execution:
Develop strategic account plans that outline critical success factors, timelines, and milestones for achieving customer goals.
Identify growth opportunities within accounts and collaborate with sales teams to ensure account expansion and retention.
Product Success and Adoption:
Drive the adoption and optimal utilization of best practices of our DB cloud products and services within customer environments.
Conduct regular review meetings with customers to discuss product performance, usage statistics, and potential areas for improvement.
Issue Resolution and Escalation Management:
Act as the escalation point for resolving critical issues affecting customer satisfaction and product performance.
Coordinate with internal teams (e.g., technical support, product development) to resolve issues promptly and prevent recurrence.
Customer Advocacy:
Collect and relay customer feedback to product and service teams to help shape future development.
Advocate on behalf of the customer within the organization to ensure their needs and concerns are addressed.
Performance Analysis and Reporting:
Monitor and report on account health metrics, including product usage, customer satisfaction, and adoption of DB cloud products/services.
Analyze data trends to provide strategic insights to customers and internal stakeholders.
Educational Initiatives and Training:
Provide or coordinate customer training sessions on product features, updates, and best practices.
Keep customers informed about industry trends, competitive landscape, and how they can achieve maximum value from our solutions.
Cross-functional Collaboration:
Work closely with sales, marketing, product development, and support teams to ensure a cohesive customer experience.
Participate in cross-functional teams to develop and refine customer success strategies and processes.
Continuous Improvement:
Contribute to the continuous improvement of the customer success strategy and methodologies.
Stay informed about customer success best practices and incorporate them into daily operations.
Disclaimer:
Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.
Range and benefit information provided in this posting are specific to the stated locations only
US: Hiring Range: from $87,800 to $199,500 per annum. May be eligible for bonus and equity.
Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.
Oracle US offers a comprehensive benefits package which includes the following:
Medical, dental, and vision insurance, including expert medical opinion
Short term disability and long term disability
Life insurance and AD&D
Supplemental life insurance (Employee/Spouse/Child)
Health care and dependent care Flexible Spending Accounts
Pre-tax commuter and parking benefits
401(k) Savings and Investment Plan with company match
Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
11 paid holidays
Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
Paid parental leave
Adoption assistance
Employee Stock Purchase Plan
Financial planning and group legal
Voluntary benefits including auto, homeowner and pet insurance
The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.
About Us
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Disclaimer:
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. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
* Which includes being a United States Affirmative Action Employer