Sr Manager, CSS Global SaaS

6 months ago

Gurugram, India Oracle Full time

Overview 

The Customer Success Services (CSS) is a unit within the Oracle’s Customer Service Organization that establishes long-term relationships with many of Oracle's customers through annuity-based service contracts and project based one-time services. CSS services team sells from a broad IT-services portfolio both in fixed price and T&M basis. CSS services are typically requested by large Oracle customers that require the utmost attention to real critically important applications and processes. CSS covers the majority of large-scale Oracle customers. 

Customer Success Service provides unmatched, tailored support that ensures organization’s Oracle technology investments deliver the forefront innovation and performance your business requires to challenge, all while coexisting within your IT environment. CSS is industry-leading expertise with the highest customer satisfaction to support organization’s business every step of the way. 

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. 

Description 

In this role, your responsibilities include: 

Hands on Oracle ERP, Siebel, SaaS experience is must Must be willing to work at customer site in India Understand, apply, drive and develop Oracle and CSS cloud strategy and the smooth transition from on premise to Cloud/Hybrid deployments  Develop and lead Oracle ERP Applications investments and budgets in alignment with Global IT portfolio strategy.  Champion, lead, and align activities to enable Oracle ERP applications strategy and initiatives.  Regularly connect with all key collaborators (. Global IT Portfolio Lead, project sponsors, BU/function, team members). Provide leadership and industry expertise to help define and build the strategy for the Oracle ERP application portfolio. In alignment with the Global Portfolio, establish and maintain a roadmap that supports business processes and strategy.  Ensure successful execution of projects, improvements, upgrades as part of the end to end services and applications in the ERP portfolio. Ensure deliveries are on time, on budget and with planned benefits gathered.  Develop strategic resource and delivery plans to satisfy long term view of demand in alignment with Global IT Portfolio Delivery Strategy. Optimize the delivery model as appropriate and in alignment with the Global Delivery Strategy.  Ensure business and assignment risks are identified, supervised and handled to achieve minimal disruption to the project delivery and success - across collaborator management, scope, timeline, and resources.  Support pre-sales and sales activities, understand product roadmap and competitive landscape to influence solutioning of new projects.  Play lead roles preferably on multiple projects. Understands project status, understands project lifecycle, handle mitigation of risks and issues, set up change control processes and customer concern points, handle the service transitions, facilitate project design sessions in area of expertise.  As a Senior Manager, you will be responsible for handling a part of the business, growing our business, leading sales pursuits, handling and delivering on multiple projects and performance management of people in your teams. This is a leadership role with our practice.  Must be hands on and understand customer requirement. Required Experience  Consistent record of successfully leading in similar roles. 15+ years relevant business or IT leadership experience in solution and service delivery roles across Oracle ERP Applications preferably in EBS Finance and SCM with India Localization experience. 7+ year’s experience successfully leading teams to high performance including developing, coaching and motivating employees. Should have worked or handled Oracle Fusion Applications projects. Proven success in delivering medium to large scale projects, collecting planned benefits and delivering on-time and on-budget. Known to work in handling a significant budget with demonstrated measures of returns on investments.  Proven track record of anticipating emerging issues, problem solving & implementing new solutions, including improving efficiency, quality, cost, and productivity. Should have experience in hiring skilled resources across various Oracle Applications. Should have worked on building proficiency across Oracle On-Premise and Cloud Applications.  Experience in agile principles, methodologies and tools for project management.  Ability to support the growth of talent within the practice through recruitment, mentorship and coaching. Qualifications: Bachelor's degree in information technology or business, or equivalent experience  Lead a team of support engineers to deploy, monitor, and maintain the cloud-based services in order to ensure customer satisfaction .

At Oracle we believe in treating each employee and applicant for employment fairly and with dignity. We base our employment decisions on merit, experience, and potential, without regard to race, colour, national origin, sex, marital status, sexual orientation, gender identity, age, religion, disability, or any other characteristic prohibited by local law. 

Leadership and management of delivery team responsible for providing customers with the guidance and support needed throughout the full life cycle of implementation to ensure successful and most effective use of Oracle’s products. Responsibilities may be defined by named accounts, geography, product/solutions, or some combination thereof. Recruits, retains, develops, coaches, motivates, and generally manages multiple Account Management and/or Technical delivery resources to attain/exceed defined customer objectives. Responsible for driving a high degree of satisfaction with Oracle's products and related implementation services and ensuring reference-ability for continued profitable revenue streams over the long term.

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Career Level - M3

Directly manages TAMs and/or System Analysts, etc. with operational focus on multiple accounts, products/solutions or a combination thereof. Personal objectives typically defined as a "roll-up" of all delivery resources reporting to the Delivery Leader. Understands own product/solutions portfolio extremely well and knows how to win relative to competition. Responsible for providing coaching, mentoring and helping team attain a high degree of customer satisfaction. Accountable for territory revenue and utilization, and for delivery of other identified departmental results through successful direction of Account Management and/or Technical delivery resources within the business unit. Ensure high levels of customer satisfaction by making certain that quality and productivity guidelines are delivered, executing quality/productivity improvement efforts and understanding strategies of the Oracle Support Services organization. Interaction with Sales, Delivery account team and customer teams to ensure appropriate solutions are being identified and needs met. Attains results within Oracle management policies and practices. Executes company policies that affect immediate operation(s) and may have company-wide effect.

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