Serves as the main contact for individual contracts, providing extensive business processes, product/service (e.g., hardware, applications, software) functionality, and/or implementation knowledge. Provides services, adjusting to ensure alignment, and educates customers on ways to leverage Oracle services. Reviews service requests and gathers information to determine next steps, identifies potential crises, leveraging extensive knowledge and other customer experience to develop innovative solutions, and connects and/or escalates issues to appropriate teams to reach solutions, anticipating and reporting pain points. Develops and maintains plans and ensures positive margins, seeks opportunities to review and update documentation, and leverages understanding and collaborates across teams to identify and submit delivery leads for new opportunities and contract renewals. Proactively provides ongoing maintenance, mentors team members to act as a liaison between teams, and seeks opportunities to improve customer ability to adopt product and service changes. Works closely with peers within and sometimes beyond the team to identify and develop innovative ways of delivering services, provides direction, experiments with new approaches, and seeks opportunities to share product/support information, and plays a key role in the development of new services and/or processes, remaining up-to-date with technological business, and industry trends.

Key

Responsibilities

Customer Engagement:

-Serves as the main point of contact for individual-level contracts, providing

advanced business process, product/service (e.g., hardware, applications,

software) functionality, and/or implementation knowledge in an advisory manner.

-Provides timely services, adjusting to ensure alignment with their practices,

procedures, contractual budgets, leveraging contractual agreements and

identifying revisions.

-Maintains customer relations, communicating with customers and across related

teams regularly to ensure satisfaction. Provides updates on customer status to

leadership.

-Educates customers on the most effective and efficient way to leverage Oracle

services, products, and tools, experimenting with new approaches and providing

feedback on customer organization performance.

Issue Resolution:

-Reviews service requests and gathers information from appropriate parties to

determine next steps.

-Identifies potential crises or concerns and works to resolve customer issues

and incidents in a timely manner, leveraging advanced knowledge of appropriate

resources and other customer experience to develop innovative solutions.

-Connects and/or escalates issues to appropriate teams to reach solutions and

minimize impact on the business, anticipating and reporting pain points to

minimize impact on the business.

Account Management and Governance:

-Develops and maintains service delivery and/or project plans throughout their

lifecycle and ensures positive margins according to governance and account

management expectations and contracted terms.

-Proactively updates and maintains accurate customer account, contract, and

service history information, identifying and addressing areas missing

information.

-Independently and proactively conducts account planning and account reviews,

tracking and communicating status on a wide range of projects including risk

identification and mitigation recommendations.

-Seeks opportunities to review and update documentation and collaborates with

peers to maintain contract cost, resources and scheduling, and scope, working

to meet contract revenue and margin objectives.

-Leverages understanding of business needs and collaborates across teams to

identify and submit delivery leads for custom new opportunities and contract

renewals.

Technical Delivery Management:

-Proactively advises customers on optimal use and health or their Oracle

product/service investment, proactively providing ongoing maintenance to

optimize and ensure effectiveness and performance of the product and/or

service.

-Collaborates with cross-functional teams, driving the execution and

development of technical delivery plans.

-Mentors more junior team members to act as a liaison between customers,

internal, and external teams.

-Seeks opportunities to increase customer understanding and improve their

ability to adopt product and service changes according to policies and best

practices.

Innovation and Continuous Improvement:

-Works closely with peers within and sometimes beyond the team to identify and

develop innovative ways to deliver service and improve overall product and

service utilization to achieve ROI goals.

-Contributes to the team by providing guidance, experimenting with new

approaches, and seeking opportunities to share knowledge of product, service,

and/or support information or issues.

-Identifies and recommends opportunities for enhanced value for services.

-Plays a key role in the development of new services and/or processes,

remaining up-to-date with technological, business, and industry trends.

Core Responsibilities

Planning & Execution:

-Manages and coordinates moderately complex tasks, monitoring timelines and

deliverables to ensure timely completion and adherence to requirements for a

moderately-sized project or initiative. Efficiently delegates, monitors, and

prioritizes work across multiple projects, providing technical oversight and

adjusting plans to address shifts in resources or timelines.

Collaboration & Partnership:

-Collaborates across the organization to align on expectations and achieve

shared objectives. Leverages understanding of business leaders, stakeholders,

and/or customers to ensure proposed solutions meet their needs. Supports

inclusivity by actively seeking and listening to diverse perspectives, ensuring

others feel heard and respected.

Problem Solving:

-Identifies and addresses moderately complex issues by analyzing a wide range

of data and/or information to identify solutions in accordance with standard

practices. Proactively escalates unresolved or critical issues with a thorough

assessment and suggests potential solutions. Reviews, contributes to, and

documents problem solving strategies.

Continuous Learning:

-Pursues learning opportunities to expand knowledge and skills and/or tools in

new areas and stays abreast of the latest industry trends and best practices.

Proactively seeks and leverages ongoing feedback and training to improve

skills. Coaches and mentors junior team members, fostering continuous learning

and knowledge sharing within and across teams.

Continuous Improvement:

-Develops ideas, recommends updates, and/or collaborates on the implementation

of process improvements to increase the efficiency and effectiveness of

processes, protocols, and workflows across teams, and evaluates the impact on

key stakeholders. Solicits feedback from others on ideas for alternative

approaches and methods for continued improvement.

Performance and Development:

-Contributes to the talent development pipeline by participating in candidate

interviews, assessing candidates, and providing hiring recommendations.

Career Level - IC4