Director, Customer Success Services

2 months ago

bangalore, India Oracle Full time

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 modernizing 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.

Part of our growth strategy, we are recruiting a Director, Customer Success Services in the Customer Management organization. 

Role Purpose

The Director, Customer Success Services 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. As Service Delivery leader/ Account Lead for one or more strategic customers, with accountability for the end-to-end Oracle Services and Post sales delivery support for the customers. 

Key Responsibilities 

CUSTOMER ADVOCACY:  Have a thorough understanding of the customers’ current Oracle landscape and their requirements from Oracle in the future. Establish strong relation with Customer Executives and customer stakeholders and providing business and technical insights and ensuring appropriate levels of sponsorship and prioritization. Establish priorities & Service growth plans for customers aligned to Oracle’s Cloud Strategy.

GOVERNANCE: Establishing joint governance plans with the customer and leading on behalf of Oracle in those governance forums, participate in Account planning, and Service Management reviews, track and communicate status on complex projects including risk identification and mitigation recommendations.

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. Working in collaboration with the Customer Success services, Consulting, Oracle Support, Oracle Development and Cloud Operations to ensure the best solutions and outcomes for the customer are met.

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. Provides guidance for expert planning, implementation, and ongoing support of Oracle products.

Our Ideal Candidate:   

Our ideal candidate will typically be expected to demonstrate the following attributes:

Strong experience on running global enterprise level complex IT operations. Excels in Account and Customer Management experience.  Superior Knowledge in Oracle SaaS and PaaS based applications. Proven people management experience of handling a large team. Ability to lead & influence a geographically dispersed team without direct reporting lines at times. Strong business acumen – entrepreneurial approach. Excellent communication skills, both written and oral. Ability to multitask, maintain composure in high-stress/high-visibility situations and change priority as needed to accommodate a very dynamic business.  University degree, with post graduate technical or management qualifications or other relevant experience.  OCI Certified / ITIL Foundation Certification in IT Service Management / PMP. 

  Your Qualifications: 

The candidate should have 25+ years of experience in Oracle products including Technical/Functional and Project/Program Management experience and have a track record in delivering large-scale global Application or infrastructure/database projects. High commitment with their customers is must.

Location

The role will be based out of Bangalore and may include some travel.

Diversity and Inclusion:
An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.

In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.

Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.

At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions.

That’s why we’re committed to creating a workforce where all individuals can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.

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