Job Description

Customer Success Services (CSS) is a business unit within Oracle whose mission is to ensure that our customers achieve successful outcomes with their use of Oracle’s products and services.

CSS have a proven track record in successful delivery of IT services for mission critical environments in major organizations. In addition to a specialization in the area of cloud, CSS possesses extensive, broad-based expertise in the area of mission critical production operations, support and managed services.

This role will encompass aspects of both the CSS JAPAC Proactive Technical Care team within ASEAN and a CSS Service Solution Architect functions across JAPAC.

The Service Solution Architect is responsible for formulating and leading presales technical / functional support activity to prospective clients and customers while ensuring customer satisfaction. Focuses on large or complex sales opportunities that need creative and complex solutions. Develops and delivers outstanding Oracle presentations and demonstrations. Leads any and all aspects of the technical sales process. Advises internal and external clients on overall CSS architected solutions.

All CSS Service Solution Architects have extremely strong customer facing presentation and interaction skills, are capable of engaging at senior management and C-level, articulating service and technology solutions in terms of business value and risk.

The JAPAC Proactive Technical Care team advocates to ensure nominated customers are provided with a higher level of service related to Oracle Cloud product support thus minimizing reactive responses to customers.

Overall responsible for driving a proactive approach to Oracle Cloud technical care for assigned customers, with the goal of reducing customer requests for support and increasing customer satisfaction with Oracle Technology Cloud products and services.

Ensure virtual teams work together to drive customer business outcome with sustainable usage/growth while ensuring customer’s adoption health and driving value realization along the engagement lifecycle.

Responsibilities

CSS Service Solution Architecture

• Assist with the Identification, fostering and defining Oracle CSS services solutions for specific customer opportunities and assist in the sale alongside the local CSS team consisting of sales representative, CSS pre-sales and CSS delivery

• Work with the customer, CSS management and the xLoB account teams to:

• Understand the customer’s business and IT strategic requirements and identify large scale CSS opportunities to assist the customer achieve its strategic goals

• Gather and assess customer needs, both business and technical and translates these into CSS service solutions

• Work proactively to build and leverage an effective and extensive network across Oracle xLoBs – be seen, respected and in demand across Oracle as a high value asset and an SME in service solutions

• Assist in delivering compelling proposals, presentations, and other customer and internal communications and discussions during opportunities

• Assist in delivering service solution costing & pricing associated with specific opportunities and ensure that service solutions proposed are appropriately shaped to meet the commercial and contracting requirement of Oracle

• Effectively communicate and articulate the details of the service components in a proposed customer solution

• Demonstrate a strong understanding of the services competitive marketplace to anticipate and plan for competitive threats

• Design and architect comprehensive cloud solutions that meet customer needs and align with Oracle and industry best practices.

• Work with disparate groups including, but not limited to, sales, delivery, customers, risk management, business development, contracts, product management

• Work with CSS delivery to ensure a smooth transition from sales to delivery

• Navigate Oracle internal tools and processes to effectively participate and enable CSS sales

• Produce appropriate and timely opportunity reporting/tracking information for CSS management

• Transfers knowledge to other participant roles on the deal, account teams, delivery and across the CSS Service Solution Architect community.

Proactive Technical Care

• Proactively working with assigned customers to ensure they are supported through key milestones in their cloud adoption lifecycle:

• Proactive Issue Support

• Ensuring SR progression / intervention to reduce customer delays. Perform SR Analysis to identify trends and predict potential technical issues, recommend actions to avoid/mitigate future issues.

• Post SR Follow-up – Action Plan adoption & RCA follow up, Joint review after conclusion of major escalations

• Joint Support & Issue review – Reporting & Regular Reviews

• Reactive Assurance – Escalation guidance, consistency and accuracy

• Proactive Technical Assurance

• The Proactive Care team provides ongoing Customer Enablement for navigating Oracle Support and OCI services best practices

• Production Release / Go-Live Assurance

• Plan, Prepare and Partner to assure customer go-live / implementation milestone events.

• Work with Oracle Product Support teams to develop and maintain a sustainable proactive customer technical care program for JAPAC customers.

• Execute customer experience activities necessary to improve and enhance retention and satisfaction.

• Evangelise the value of CSS within customer engagements to enable future CSS Paid Services.

• Working with many Oracle Lines of Business to promote and educate customers on the resources and customer communities available. These are the forums which will encourage engagement, drive future projects forward and optimal utilization/growth.

• Play a key role in supporting the business on a day-to-day basis with the ability to manage multiple priorities and escalations while adapting to the needs of a changing organisation, with a sense of care and urgency when required.

The Proactive Care Manager is empowered to take ownership of customer challenges and help drive successful cloud adoption outcomes through new ideas, mechanisms and processed, in conjunction with Oracle teams including Cloud Engineering and Sales teams.

Cross-LOB collaboration and engagement

• Build effective collaboration with the necessary cross-LOB Oracle teams to ensure that the right customer experience is achieved to advance the customer forward in the Cloud lifecycle

• Includes Cloud Sales, Cloud Engineering, Oracle Consulting, ACI, GTM-BD, Product Engineering & Management Teams, Customer Experience Team, Oracle Support, SaaS teams etc. etc.

• Represent Cloud Engineering at a regional and Global level with other lines of business to evangelize customer experience.

• Collaborate effectively internally and externally to ensure effective service solution design and development

Skills and Profile

• This is a high visibility position that requires clear thinking, strong strategic skills, the ability to create empathy and rapport with customers, partners, internal colleagues, and a cooperative ability to constructively engage and lead the business.

• Obsessed with and a demonstrable history in providing customers with excellent customer support.

• 5+ years of experience in direct customer facing roles focused on customer experience and advocacy.

• Demonstrate the ability to work in a fast-paced, ambiguous environment while prioritizing and managing multiple responsibilities.

• Experienced in planning and delivering projects/services focused on improving customer experience.

• At least 5-10 years of solid hands-on Technical and/or Pre-sales experience

• At least 3-4 years of Cloud Computing experience

• Recent experience designing and architecting cloud solutions.

• Broad technical experience of Oracle Cloud solutions along with high levels of experience in implementing and accompanying customers in Oracle Cloud adoption including a good understanding of cloud architecture. The role will primarily focus on cloud but as/when it meets customer needs will be involved in hybrid on premise/cloud designs.

• Clearly able to articulate the Cloud offerings in the market and with the ability to discuss architectures

• Familiar with current Oracle PaaS and IaaS products and experienced in designing simple through to complex and large-scale cloud projects

• Preferably with hands-on experience in Oracle PaaS and IaaS (other clouds/CSPs) related technologies – such as Database, Java, integration, mobile, security, storage, compute, and networking.

• Preferably certified in Oracle Cloud Infrastructure and or other CSPs

• A strong balance of strategic and tactical skills, with a high level of intellectual, agility and capacity for original thought.

• Proven ability to engage and sustain long term relationships with CXO level customers.

• Excellent communication and presentation skills and highly comfortable speaking across all levels of management

• High level of commercial business understanding

• Able to discuss key trends and insights and leverage them in driving executive decision-making discussion with customers

• Experience in engaging and influencing senior leaders.

• Experience in conflict resolution and negotiation

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

Disclaimer:

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 will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer