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Oracle

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3.7

based on 5.3k Reviews

Video summary

2 Oracle Senior Customer Success Manager Jobs

Senior Manager Customer Success services

Oracle India Pvt. Ltd.

3.7

based on 5.3k Reviews

25-27 years

Bangalore / Bengaluru

1 vacancy

Senior Manager Customer Success services

Oracle

posted 18hr ago

Job Role Insights

Flexible timing

Key skills for the job

Medical Coding Oracle Medical Billing Customer Support Project Management PMP

+ 4 more

Job Description

Position is for a Senior Managers / Directors 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
- 25+ Years relevant working Experience with 10 to 15+ Years in Oracle Cloud Application Experience
- Should have managed multiple Projects as Project managers with ACV of $5M+
- 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

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.

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.