All over the world, people's lives are better because of Oracle. Want to make a difference? Join our company of change-makers.
From Oracle to culinary school and back again. Bonnie Carlson Kaypaghian uses the skills she learned to create recipes for her daughter’s Type 1 Diabetes and has written a cookbook to share with the world. #LifeatOracle
The Cloud Service Delivery Manager (cSDM) oversees the delivery of HSGBU cloud services to our customers. The cSDM provides a touch point for our customer’s interactions with the various Oracle teams. The cSDM will transition into a relationship with a customer once the customer is live in the Oracle Cloud after a Health Science Consulting project hits the go-live milestone. For non-Health Sciences Consulting customers (ie. Partners), the cSDM will be assigned at contract signing. The main goal of the role is to drive customer satisfaction through coordinating the delivery of the cloud service with a focus on exceptional communication and contact with our customers.
Processes and Procedures
The cSDM role is responsible for communication with our Cloud customers. The role will educate the customer on consistent processes and channel feedback from our customers to the appropriate Oracle teams. The goal of delivering uniform processes and procedures is to ensure that each customer gets the same experience from the onset of their cloud contract.
The processes delivered by the role include but are not limited to the following:
Assisting in escalating issues including follow-up on resolution, work-around application, or related changes required
Liaising with AMS, Support and GBUCS as appropriate regarding Support Requests / Change Requests
Coordinating follow-up with cross organization teams on root cause investigations that are formally requested Incident Reports, issue resolution or planned activities including follow-up with AMS, Product, GBUCS, Legal, Regulatory & Compliance and Sales teams
Planning for and forecasting new capacity in the Cloud environment; reviewing customer forecast on regular basis, initiating ticketing process; follow-up on reports of utilization; addressing questions or issues associated with capacity planning; addressing escalations regarding capacity requests
Planning for and coordinating maintenance activities in the Cloud
Coordinating timing and dates for application migrations and upgrades; follow-up regarding issues associated with upgrades
Providing training on the various cloud processes
Communicating with Sales for future opportunities with the customer for upgrades, new integrations, etc.
The cSDM will report to the cSDM Manager.
Cost and Efficiency
The cloud service delivery manager organization ensures delivery processes are efficient and cost effective. This may include recommending for the change or elimination of service delivery steps or non-value-added features to streamline processes without adversely impacting the client experience
A key role for the cloud service delivery manager is to constantly assess customer feedback and channel feedback in order to facilitate the necessary improvements.
Detailed Description and Job Requirements
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.
Job duties are varied and complex, needing independent judgment. May have project lead role. Because of the nature of this position, a proven track record of demonstrated working skills including, but not limited to, excellent verbal and written communication skills, project management skills, ability to multitask and work under pressure, and (most importantly) an unabbreviated commitment to ensuring customer success. Bachelor*s Degree in either communications or information systems, previous account management and customer-focused experience, training experience in a software environment, prior working knowledge of or the desire to quickly learn about Oracle*s products, and six years related experience.
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.
Job Type:Regular Employee Hire