Job Description

Do you want to work with exciting customers across all sectors in the industry?

If you have a passion for tech, a customer-centric approach, and a background in team management, services and service delivery and Apps&SaaS knowledge, come and grow your career with us. Join us!

Oracle is a technology leader that’s changing how the world does business – and our Customer Success Services (CSS) team supports over 6,000 companies around the world. We’re looking for an experienced and self-motivated leader to lead a team of technical subject matter experts located in Europe as our Engineer Manager. Join our Global CSS leardership team and actively contribute to accelerating our customers success by leading our team of highly skilled technical experts who build and maintain our clients’ technical landscapes through tailored support services. https://www.oracle.com/customer-success/

The background you should have for this job

• Minimum 15 years IT organization background. Proven experience of working within a strategic resourcing and delivery environment

• Minimum of 10 years in managing a team size of at least 30 plus

• Have experience in leveraging onshore and offshore teams

• SaaS (Oracle or other Products) in mandated

• Oracle Apps Unlimited, EBS, Database and CX knowledge and experience on premises and on Cloud is a plus

• Strong English level required

What you will do

Lead and develop a team of technical subject matter experts, responsible for working with customers to give the guidance and support the operation of Apps&SaaS, database onsite and in cloud, delivering services that drive customer success and innovation. Being an active contributor in the CSS Business and Portfolio development.

You will be measured on Customer satisfaction (internal and external customers), retention and growth, team utilisation, team development and retention, Practice development and XLOB collaboration including Product Management, Customer Success Leadership and Product Support.

Thrive in this crucial role!

Responsibilities

Scope

• Accountable for customer success outcomes and satisfaction through direction of technical delivery resources.

• Engage customers by being accountable for identified designated region, to assure appropriate technical skills and resource coverage to fulfil CSS delivery commitments in the most efficient way – whether they be on-site, remote or third party

• Lead service development/improvement activities/initiative

• Drive skills development of team members in line with CSS objectives, and their personal development plans, career goals (Individual contributors)

• Engage closely with the regional CSS TAM Organization and CSS Sales to understand and provide the resources and the skills needed to deliver proper, effective and efficient CSS Services

• Collaborate closely with Regional CSS management team, with shared accountability for technical capability throughout JAPAC

• Develop strong relationships with Oracle XLOB, partner organizations and other third parties as required to extend, in a flexible way, CSS delivery capacity

Responsibilities

• Be responsible for the successful technical delivery of CSS contracts into designated customer accounts within identified country/region, covering SaaS/Apps Pillars

• Act as a senior management point for escalation of customer issues

• Regular interaction with sales, delivery account teams to ensure appropriate and sufficient communications, status, risk, governance

• Assist in developing business models in a variety of situations that impact customers and Oracle positively

• Ensure Team Utilisation and Delivery cost are aligned with agreed targets and anomalies are identified and act upon

• Evangelize the value of Customer Success Services to the customer base and other lines of the Oracle business

• Understands Oracles and CSS product/solutions portfolio and knows how to win relative to competition.

• Provide leadership and direction to the team with coaching and mentoring capabilities

• Appraisal of directs and setting of realistic measurable objectives and agreed personal development plans

• Act to validate and improve the quality of CSS processes and services as agreed by CSS leadership

• Active participation with the relevant regional and global collaboration programs to oversee the sharing of best practices, technical knowledge and experience among the GDSA community

• Ensure the team contributes to the wider development of services/product development activities/initiatives to contribute to customer success and business generation

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