Oracle Service Delivery Management Consultant 2- Support in Independence, Ohio

To develop and manage the Oracle Support relationship with a designated large account, or small number of medium accounts, throughout the engagement and to maximize the customers use of Support Services, drive high degree of satisfaction and referenceability, and to protect and enhance Support revenue streams.

Represent the customer as a single point of contact within Oracle. Manage the contract, or delivery engagement as defined by Oracle Service Support (OSS). Develop and maintain relationships with senior management across lines of business and third parties. Plan and deploy Support activities to ensure effective delivery within agreed budgetary constraints. Advise the account on the effective and efficient way to use Oracle support services and products, tools, systems, interfaces and procedures. Assure and improve the quality of the service, and maintain accurate account information. Assist in the renewal of Support contracts, and contribute to pre-sales activities. Communicate opportunities for customers to engage with Oracle such as technical events and business seminars.

Job duties are varied and complex utilizing independent judgment. May have project lead role.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.

ORACLE'S ADVANCED CUSTOMER SUPPORT (ACS) SERVICES

The Service Delivery Manager (also known as Technical Account Manager or TAM) serves as the single point of contact for Oracle Cloud customers who purchase Cloud Priority Service through Advanced Customer Support (ACS). The TAM is responsible for the following:

  • Developing and maintaining operational relationships with Enterprise and Large Enterprise Taleo customers with Cloud Priority Service.

  • Oracle Fusion Cloud - HCM, ERP, CPQ, Taleo - Technical Support Process Knowledge using these Fusion Cloud components

  • Oracle Fusion Cloud - Maintenance, Patching, Escalation, Cloud Portal

  • Through daily support activities, strive for a high degree of customer satisfaction resulting in a positive references for the products that we support as well as the Cloud Priority Service that we provide.

  • Represent their customers as a single point of contact within Oracle Support Operations and partner with customer System Administrators and Leadership along with Oracle Leadership to bind them together in a working team.

  • Handles day-to-day relationship and when necessary for crises or escalations, connects the appropriate parties to reach resolution.

  • Teams with support to drive delivery of solutions. Works proactively with Customer Support (CS) engineers, CS Leadership, as well as the Cloud Operations and Development organizations so that customer prioritization is respected and achieved.

  • Educates the customer on the effective and efficient way to use Oracle Support and products, tools, systems, interfaces and procedures.

  • Drives internal processes to ensure the highest quality of service, and work with teams to improve as needed. Maintain accurate account information.

  • Perform with a high level of autonomy, reporting to management regularly on customer status and striving to keep escalations at a minimum while keeping leadership apprised of any possible flare points.

  • Contributes to the Onboarding, training and mentoring of new TAMs.

  • Excels individually while contributing to the team dynamic by providing direction and mentorship of others in addition to sharing any relevant product information or issues with the team.

  • Based upon interaction with customer team, makes recommendations to CSM for possible up-sell activities to include services, add-ons, etc.

Job: *Support

Organization: *Oracle

Title: Service Delivery Management Consultant 2- Support

Location: United States

Requisition ID: 17000JHW