As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. The Customer Service Director is responsible for delivery of departmental results for support operations through successful direction of line managers and their staff within the department. You will ensure high levels of customer satisfaction by making certain that quality and productivity guidelines are established and strived for by each team, driving quality/productivity improvement efforts, understanding and conveying strategies of the Oracle Support Services organization, and positioning the organization within support and Oracle. The Director will be responsible for all aspects of the respective US Client Relations organization, including the direction of department senior managers and their staff. A large component of this job is to translate departmental goals into performance objectives for each line manager and measure departmental and individual performance against plan. To accomplish this goal, you will jointly develop and implement an employee development plan for each line manager and recommend strategies for improvement areas. Your role will also include approval for salary and bonus recommendations as well as approving all personnel decisions (including hiring, promotion, transfer, compensation, and disciplinary action). Assists in the development of short, medium, and long term plans to achieve strategic objectives. Regularly interacts across functional areas with senior management or executives to ensure unit objectives are met. Ability to influence thinking or gain acceptance of others in sensitive situations. Oracle is an Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law. TheCloud Implementation Success Directorserves as the: Primary Oracle Point of Contact during a Cloud implementation project for the North America Applications Line of Business, providing expert best practice leadership and project management expertise, working with customers and partners, throughout the implementation phase of their Oracle Cloud customer lifecycle. This role will be servicing our most strategic customers who are implementing large and complex cloud solutions. As the Primary Oracle Point of Contact for the engagement, their key responsibilities will include working with the Customer, Partner and Oracle stakeholders (Cloud Operations, Support, Development, and Sales) to assist our customers in delivering successful cloud solutions and ultimately translating to referenceable cloud customers. The Required Qualifications include: o Multi-pillar cloud certifications (i.e. ERP, HCM, SCM or CX) o 5 years implementing/managing cloud applications -{PS1}->o 10 years consulting experience o Project Management Certification, Training or Experience in Cloud System Implementations -{PS2}->o Training or Experience on Cloud Support Management processes o Industry Expertise -{PS3}->o Risk Management Certification, Training or Experience o Proven track record of working with multiple Oracle Lines of Business (Cloud Operations, Support, Development and Sales) -{PS4}->o Proven ability to utilize the True Cloud Method (TCM) to drive implementation or other Oracle Cloud Implementation Methods. o Strong Executive presence andexperience communicating with C Level Executives. -{PS5}->o Exceptional Communication Skills o Proven ability with successful Negotiations -{PS6}->The Performance metrics for this role will include : o Customer Referenceability -{PS7}->o Customer Impact Risk Management, Process Improvements o Feedback from key constituents during the implementation (Customer, Partner, Oracle Line of Business Representatives) Detailed Description and Job Requirements As the Primary Oracle Point of Contact for a small number of strategic, large and complex cloud implementations, the Cloud Implementation Success Director will work with the Oracle Lines of Businesses, primarily Cloud Operations, Support and Development, to coordinate interactions that will set the customer up for the best possible success with their cloud solution. The overall goal is to maximize the customers use of Oracle s Cloud Operations and Support Services, drive a high degree of customer satisfaction and referenceability, and to protect and enhance the Oracle brand. This role will require experience in the areas of Project Management, Cloud Implementations and a strong Consulting background in order to effectively review the customer s project plans, governance structure, team composition and other project related artifacts and properly assess implementation risks and provide the appropriate level of best practice guidance and knowledge to shape their project for success. In addition, this role will require the skills and experience needed to coach and mentor the customer and partner on effective and efficient ways to use Oracle Cloud Operations and Support services and the products, tools, systems, interfaces, and procedures that are needed for them to effectively manage their cloud services. Engaging with customer and partner executive management teams will be critical component of this role and therefore, having experience with executive communications and interactions, a strong executive presence and effective communication and negotiation skills will be extremely important. Given the strategic nature, size and complexity of these engagements, strong account management skills acquired through advanced training, study and experience will be required. A highly specialized level of technical expertise, business acumen and industry experience is also required. 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. Travel: Yes,60 - 75% of the Time Job Type: Regular Employee Hire Job: Support Organization: Oracle Title: Cloud Implementation Success Director Location: United States Requisition ID: 190017U8
