Job Title:

Principal Customer Experience Manager

Grade Level:

IC4/IC5

Job Summary

Mission:  Delight Customers! 

Manage the Customer Experience for Oracle’s Technology Cloud customers (IAAS, PAAS, Cloud @ Customer) as part of the JAPAC Customer Experience Hub team. 

Utilize customer management and advocacy, project and program management and creative problem solving to address customer requirements and issues.   With a continuous improvement mindset devise innovative solutions, services and programs to prevent similar situations from re-occurring.

Work is diverse, complex, non-routine and requires dedication and full fledged customer commitment.

Role and Responsibilities

• Engage with customers to address gaps, dissatisfaction and drive corrective actions/programs. 
• Manage and escalate critical customer issues to bring the right level of expertise.
• Ability to have crucial conversations with all levels internally including Senior Management / VPs
• Appraise customers and internal team regarding status and action plan.
• Drive operational metrics and build process compliance.
• Drive continuous improvement and actively participate in initiatives.
• Demonstrate ownership. Make timely, thoughtful, and bold decisions.
• Customer advocate for high value customers.
• Flexibilty to work outside of business hours / weekends

Skills and Profile

• PAAS/IAAS/C@C product familiarity.
• Cloud Operations’ background / understanding.
• Project Management
• Added advantage:
  • Proficiency in Confluence, Excel, Executive Escalation Reporting, and Executive Presentation.
  • MS Excel, SQL, BI reporting, Excel , Confluence, APEX, Dashboard creation skills.
  • Exposure to Cloud technologies: OCI, AWS, AZURE, GCP

• Excellent Communication Skills – Clear and Crisp communication (written and verbal); ability to adapt the communication based on the audience.
• Strong initiative and teamwork.
• Demonstrated ability to effectively co-ordinate resolution efforts for escalated issues.
• Projects a professional image.
• Exercises good judgment in seeking and providing advice and counsel.
• Handles stressful situations effectively.
• Excellent presentation skills, interpersonal skills.
• Contributes to the success of team objectives through effective teamwork.
• Understands the business impact of critical situations.
• Obsessed about Quality – Strive for delivering quality output in every interaction.
• Strong comprehension of incident management at a technical level, problem solving, decision-making skills, ability to command a meeting and to anticipate and overcome obstacles.
• Ability to collaborate, team and network across a matrixes organization

Qualifications

• BS/MS in Computer Science, Engineering, Marketing
• 5-10 years of relevant experience.
• Oracle Consulting/Sales Consulting experience highly preferred.
• Relevant technical skills/certifications would be an added E.G. OCI, ITIL , PMP, PMI Prince