Strategic Customer Service Manager

Seeking a bilingual (English and Japanese) Strategic Customer Service Manager (SCSM)

SCSM is an individual contributor role responsible for providing strategic customers with the guidance and support needed to ensure successful and effective use of our Cloud/Exadata Database technology. The SCSM needs to have a solid technical background and possess leadership qualities. A successful candidate should have a firm grasp of Oracle's core technology product set, including Exadata, RAC, and Data Guard, a 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.

Department

Database Cloud and Exadata Support

Strategic Customers Program (SCP) is a DB Cloud/Exadata initiative with the 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.

Description

SCSM will build long-term relationships with assigned customers, serve as a single point of contact, and work proactively to drive the adoption of known standard methodologies 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, and service teams) to support the 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 the customer’s IT landscape and roadmap.
• Work proactively with customers to drive a 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 Oracle Support, Development, Operations, and other services to champion the resolution of customer issues and ensure the best solutions and outcomes.
• Ensure that the 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 the appropriate level of sponsorship and prioritization.
• Participate in defining and building customer-specific metrics reporting
• Participate in monthly Scorecard Review meetings with customers’ executives, and track and communicate status on complex projects, including risk identification and mitigation recommendations.
• Serve as a co-owner, with a peer team, for a portfolio of 6-9 strategic clients for the program
• Participate in the CAPA (Corrective action/preventive action) for any serious issues that affect 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

Education

• BS/MS in Computer Science/IT or equivalent required
• ITIL, PMP, Prince2, OCP/OCM or equivalent certification preferred, with emphasis on Oracle DB certification training

Preference will be given to candidates having bi-lingual written and oral communications in the following areas:

• Spanish
• Portuguese
• Japanese (native speaker)