Oracle Customer Service Director-Support in Indianapolis, Indiana
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 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.
The Cloud Implementation Orchestration - Maestro serves 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 Preferred Qualifications include:
Multi-pillar cloud certifications (i.e. ERP, HCM, SCM or CX)
5 years implementing/managing cloud applications
10 years consulting experience
Project Management Certification, Training or Experience in Cloud System Implementations
Training or Experience on Cloud Support Management processes
Risk Management Certification, Training or Experience
Proven track record of working with multiple Oracle Lines of Business (Cloud Operations, Support, Development and Sales)
Proven ability to utilize the True Cloud Method (TCM) to drive implementation or other Oracle Cloud Implementation Methods.
Strong Executive presence and experience communicating with C Level Executives.
Exceptional Communication Skills
Proven ability with successful Negotiations
Title: Customer Service Director-Support
Location: United States
Requisition ID: 18000S5U