Incident Management: Serve as the primary point of contact for major incidents, managing communication and setting customer expectations through to resolution. Facilitate customer communications and interactions across various Oracle business units.
Managed Services Execution: Lead managed services projects, overseeing the full Oracle product footprint. This includes the Oracle SaaS/PaaS product pillars, such as Oracle Fusion ERP (Finance, Supply Chain Management, Human Capital Management, or Customer Experience), including integrations.
Customer Service: Provide functional-level support, ensuring the effective resolution of issues in collaboration with remote delivery engineers.
Documentation Review: Evaluate solution design documents and Root Cause Analysis reports. Key daily activities will leverage your functional expertise, deep Oracle product knowledge, problem management capabilities, and customer service excellence.
Collaboration: Work closely with sales, delivery teams, and customers to identify the best solutions.
Delivery Coordination: Act as the primary delivery contact for customers, coordinating Oracle Services and ensuring delivery according to contract terms, effective resource utilization, and achievement of margin and revenue objectives.
Governance & Risk Management: Establish and maintain a governance model with customers at both management and executive levels, performing scope and risk management throughout.
Process Improvement & Tools Development: Contribute to initiatives aimed at improving Oracle's delivery processes and developing new tools.
Account Planning & Reviews: Conduct periodic Service Account Planning and Account Reviews, identifying new opportunities and managing contract renewals.
Complex Problem Solving: Handle non-routine, complex tasks that require advanced technical and business skills in your area of expertise.
Team Mentoring: Guide and mentor junior team members to help them develop their skills and grow professionally.
What You'll Need
Domain Expertise: Strong understanding of finance (Order-to-Cash and Procure-to-Pay processes), coupled with knowledge of AI in SaaS applications. Expertise in Oracle Fusion SaaS, particularly Oracle Customer Experience (CX), Supply Chain Management (SCM), or Human Capital Management (HCM) in implementations and product support. Experience with other ERP products is also considered valuable.
Customer Focus: Proven experience in customer interaction and service, allowing you to quickly assess critical situations and respond effectively. You should be able to mobilize organizational resources while managing customer expectations.
Operational Excellence: A focus on continuous improvement in processes using methods, tools, and utilities to optimize operations.
Learning Agility: An ability to stay up-to-date with emerging business models, application solutions, product features, and technology trends. Use this knowledge to add daily value to customers.
Flexibility & Adaptability: A high level of agility to adapt to changing business and organizational environments.
Customer Insights: A comprehensive understanding of the customer's industry, organizational structure, key stakeholders, and strategic objectives. Ability to assess critical success factors, technical infrastructure, and future roadmaps.
