Strategic Customer Service Manager (SCSM)

Department 
Database Cloud and Exadata Support 
Strategic Customers Program (SCP) is a DB Cloud/Exadata initiative with primary objective of optimal product and service experience for strategic accounts running business on Oracle’s Cloud Database Platforms: Autonomous Database, DB and Exa Cloud Services, Exadata, and ZDLRA. 

Job Description
Description
Strategic Customer Service Manager (SCSM) is an individual contributor role responsible for providing strategic customers with guidance and support needed to ensure successful and effective use of our Cloud/Exadata Database technology. The SCSM needs to have a strong technical background and possess leadership qualities.  A successful candidate should have a firm grasp of Oracle core technology product set including Exadata, RAC, Data Guard, solid conceptual understanding of the server technology landscape such as Cloud Computing, Virtualization, and Engineered Systems, as well as exposure to challenges and practices of running a modern IT department.  
SCSM will build long-term relationship with assigned customers; serve as a single point of contact and work proactively to drive adoption of known best practices and proactive patching compliance.  SCSM will advocate for the customer and become a trusted advisor aligning with customer stakeholders up to and including C-Level. SCSM will coordinate activities with Oracle stakeholders (Sales account team, Engineering, Service teams) to support implementation of Oracle’s account strategy for the customer.

Responsibilities
•    Serve as a single point of contact for named accounts
•    Build long-term relationships with key customer contacts.
•    Have a thorough understanding of customer’s IT landscape and roadmap.
•    Work proactively with customers to drive high degree of best-practice compliance, critical patch notification and compliance, planning of upgrades and other milestone events that will help prevent service interruptions and serious issues.
•    Work collaboratively with the Oracle Support, Development, Operations, other services to champion resolution of customer’s issues and ensure best solutions and outcomes.
•    Ensure that customer and Oracle are aligned and prepared to manage situations such as incidents and escalated problems that could not be prevented. Regularly update customer and internal stakeholders with status during issue resolution
•    Drive Support Services recommendation implementation by working with customer stakeholders to ensure appropriate level of sponsorship and prioritization.
•    Participate in defining and building customer-specific metrics reporting
•    Participate in monthly Scorecard Review meetings with customers’ execs, track and communicate status on complex projects including risk identification and mitigation recommendations.
•    Serve as a backup contact for 1-2 customers
•    Participate in the CAPA (Corrective action/preventive action) for any serious issues that affected the assigned customer
•    Present to DB development/support management on a periodic basis a customer case study covering critical issues faced and corrective actions required/taken

Skills
•    Ability to understand customers’ industry, infrastructure environment, and roadmaps
•    Excellent communication and presentation skills; able to communicate at all levels
•    Strong business acumen – entrepreneurial approach
•    Strong networking and relationship building
•    Ability to influence a geographically dispersed team without direct reporting lines 

Qualifications
•    10+ years of experience in senior positions of professional Enterprise implementation, IT Service management, Program Management or Account Management.
•    Strong interpersonal skills, leadership, business acumen, relationship building and conflict management
•    Experience with large transformation projects 
•    Experience working globally with delivery and customer teams is preferred
•    Experience with large scale IT implementations at customers that involve advanced Oracle Technology e.g. Exadata, Database Cloud, ZDLRA
•    Proven ability to handle conflict management and crucial conversations
•    Demonstrated ability to work independently 

Manage the development and implementation process of a specific company product.

Manage the development and implementation process of a specific company product involving departmental or cross-functional teams focused on the delivery of new or existing products. Plan and direct schedules and monitor budget/spending. Monitor the project from initiation through delivery. Organize the interdepartmental activities ensuring completion of the project/product on schedule and within budget constraints. Assign and monitor work of systems analysis and program staff, providing technical support and direction.

Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Leading contributor individually and as a team member, providing direction and mentoring to others. BS or MS degree or equivalent experience relevant to functional area. Seven years of project management, product design or related experience preferred.