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Senior Manager Customer Success services
5-10 years
Bangalore / Bengaluru
1 vacancy
Senior Manager Customer Success services
Oracle
posted 12hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Position is for a Managers/ Senior Managers preferably with implementation/Support background in Oracle cloud Applications.
- Responsibilities include but are not limited to providing excellence in Customer Support services
Qualifications: Any professional qualification (BE/ B Tech/MCA/ MSc (Comp Science)).
- Must have Skills
- 20+ Years relevant working Experience with 5 to 10+ Years in Oracle Cloud Application Experience
- Should have managed multiple Projects as Project managers with ACV of $2M+
- Should be certified in PMP or ITIL or Scrum Master
- Should have Good knowledge of Project life cycle and Managed Operations Support
- Should have managed Team members, team performance and productivity
- Experience is Resource on-boarding will be added advantage.
- Should have Good experience in Risk, Scope, Escalation, Conflict, Delivery, Problem and Customer Management
- Should have implemented and guided team on RCA, Innovation and automation
Career Level - M3
RESPONSIBILITIES and ACCOUNTABILITIES
- Escalation management:
- Assumes leadership role in Incident management by monitoring progress, assignments, managing and routing as required to progress and escalations.
- Manage customer escalations and engage the team members, customers, various Oracle groups as needed.
- Responsible for adherence to customer s SLA s as well as internal productivity targets
- Scoping and executing the Services
- Manage resources performing the Services, work assignments, prioritization
- Gather metrics and drive process improvement
- Resource Staffing, Skill Development, Training and Utilization
- Manage Risks, Issues, Mitigation and Escalations
- Ensure Process Compliance
- Responsible for Quality Audits
- Proactively escalates where required to Oracle Senior Management
- Manages Contract and Invoicing issues
- Work with the customer to become a reference
- Work on internal project initiatives which require temporary region-wide access to data
- Support Pre-sales efforts
- Review existing services including to ensure a thorough understanding of the requirements
- Produce Project Scope Objectives and Approach that outline the Project Management processes and include:
- Generate manage work plan, key deliverables, resources required, roles and responsibilities, risks, issues and dependencies according to and OMCS standards
- Produce regular and accurate progress reports
- Regularly update the users and support team on progress against Plan
- Implement Service Improvement policy and processes
- Establish priorities
- Lead the Change Control Board and co-ordinate global downtime as required and obtain appropriate internal approval
- Plan for service growth
Account Relationship Management
- Builds and Maintains relationships with customers IT Teams, Key Business Units and Partners
- Leverages Key Oracle Senior Management to drive Oracle s commitment and partnership within customers organization
- Participates and assists customer in building Strategic Business Plans and translating into actionable Operational Plans/Project Initiatives
- Manage overall service delivery
- Support Oracle Business Development initiatives
Program Management
- Provides Program oversight and direction to the delivery team to meet customer objectives;
- Reviews Performance Metrics with the Offshore Service Delivery/Operations Manager and identify areas for continuous improvement;
- Serve as escalation point within Oracle Escalation chain and facilitates resolution of escalated issues;
- -Coordinate Executive Meetings.
Contract Management
- Ensure that Oracle s services are being provided as per contractual obligations
- Responsible addressing Billing and Contract Financial issues.
Other Attributes which are required
- Provides functional and technical help to Support Engineers for resolving various issues;
- Closely work with counterpart leads of Customer for periodic review and improvements;
- Creates reusable components;
- Proactively suggests Product Improvements and new functionality;
- Focuses on Quality and efficiency of Issue resolution;
- Participates in different Oracle Community Groups/forums;
- Available 24/7 for escalations;
- Application setup and configuration assistance;
- Ensures customer satisfaction through timely and efficient completion of deliverables;
- Ensures the team addresses all relevant issues within the compliance and customers coding standards;
- Monitors the performance of the team members;
- Assures accountability, ownership, and quality of delivery;
- Encourages team cohesion and timely communication;
- Prepares and delivers regular reports on the progress and outstanding issues.
Employment Type: Full Time, Permanent
Read full job descriptionPrepare for Senior Customer Success Manager roles with real interview advice
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What people at Oracle are saying
Rating based on 1 Senior Customer Success Manager
review
Anonymous · Project & Program Management
in Bangalore / Bengaluru
Likes
Work culture, work quality, people support
- Salary - Good
+5 more
Dislikes
Perks/hikes, need more training on employees
Senior Customer Success Manager salary at Oracle
reported by
23
employees
with 6-18
years exp.
₹18
L/yr - ₹38.6
L/yr
34%
more
than the average Senior Customer Success Manager Salary in India
View more details
What Oracle employees are saying about work life
based on 5.3k employees
Flexible timing
Monday to Friday
No travel
Day Shift
Oracle Benefits
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