Job Description

Oracle Customer Success Services (CSS)

Oracle Customer Success Services is a One Oracle approach to ensuring customer success, through a broad set of services and solutions that are supported by certified and experienced implementers, helping to accelerate the entire customer journey. Customer Success Services provides a customer-centric delivery and support-integrated service, in conjunction with Oracle Development.

Oracle is rapidly transforming herself into a hyper scale cloud player by aggressively rolling out a comprehensive portfolio of SaaS, PaaS, and IaaS services. Oracle is the only enterprise-grade Cloud Service Provider with a comprehensive suite of offerings across IaaS, PaaS, and SaaS with built-in security and AI/ML. These services are delivering real outcomes for our customers who are reinvigorating legacy applications, developing new applications, and deploying into the Oracle Cloud in a fraction of the time they could before.

Businesses who have turned to Oracle for cloud and application solutions trust Oracle CSS to help them get the most out of their investment. For more than 20 years, Oracle CSS has helped more than 6,000 companies across 100 countries gain the speed, flexibility, and security features that they require. We work side by side with customers to understand their unique business goals and requirements—helping them maximize their investment, minimize risk, and achieve more.

Job Description

We are looking for a Cloud Architect Manager who will be responsible of delivering best in class services to our CSS Customers running their solutions on Oracle private, public, and multi-cloud environments.

• Become Customer Trusted Advisor. With extensive problem resolution skills, CAM is accountable, trustworthy, and able to build lasting relationships with the team members, other Oracle teams and the customers at different levels of the reporting line up to CIO or equivalent business owner. Work closely with customers to align their business and industry requirements at different stages of their Cloud Journey to deliver high value services aligned with Oracle’s best practices and service delivery standards.

• Leading CSS’s highly experienced delivery teams by providing technical governance and guidance.

• Be the Oracle Cloud infrastructure Delivery authority to ensure that customers make informed decisions regarding scope to achieve beneficial infrastructure solutions cost effectiveness, quality, and reusability.

• Assess and analyse customers cloud infrastructure needs to make sure that Oracle solutions meets the customer’s objectives.

• Market awareness around not only competitor’s technologies, but new technologies.

• Keen to develop into new emerging technologies and providing structured awareness to CSS teams and customer on how to adapt.

• Align with the JAPAC PaaS/IaaS teams to contribute and leverage key learning’s.

• Apply industry and Oracle best practices, product knowledge, and business acumen.

• Undertake research, investigations, and developments in Oracle cloud technology in an appropriate way and communicate the findings to the relevant interested stakeholder groups to inform business decisions.

• Ensure Oracle cloud technologies are leveraged appropriately using best practices.

• Be a key contact for new business opportunities by supporting our presales team. Identifies and promotes opportunities for sales of Oracle products and services to support business growth.

• Work with the services sales teams where required to assist at pre-sales level around defining scope, LoE, technical guidance and at high level technical program/project level delivery methodology.

• Actively lead and contribute to strategic programs and initiatives, including innovations.

• Ensure successful handover from Implementation toward operations making sure the implemented infrastructure solution will fit the customer requirements.

• Work closely with different CSS teams making implementation and operation of customer’s Mission critical environment a success.

• Providing technical guidance on Oracle cloud and hybrid solutions to customer and other Oracle team members to underpin successful delivery.

• Support solutions around multi-cloud and hybrid cloud setups.

• Working closely with Customer Success Managers ensuring the IaaS (and PaaS) customers are deriving value from their investments and ensure very high subscription renewal rates.

Skills and Primary Qualifications

• 8 ----- 15 years of experience in the IT industry, with minimum five years (3) of experience as a senior Architect delivering enterprise solutions and/or transformation programs on cloud infrastructure platforms. Hands-on experience is a must.

• A good command of English is very important to collaborate with regional and global teams.

• Extensive customer engagement experience at C-Levels.

• Experience in architecting or deploying Cloud/Virtualization solutions in enterprise customer environments.

• Enterprise Design/Architecture Framework experience such as TOGAF or similar

• Applicants are required to read, write, and speak fluently Japanese.

• Positive and creative and innovative attitude around design and delivery of solutions within the project.

• Proven leadership of large and complex service solution in a large enterprise or service provider.

• Have excellent analytical, problem solving, strong written and verbal communication skills, including the ability to communicate with technical and non-technical staff at all levels of the customer organization.

• Provide technical leadership from sales to delivery.

• Ability to break down complex problems/issues to determine suitability and make appropriate assessments and recommendations.

• Keen to learn new cloud technologies.

• Positive influence on those around you and motivate others toward success.

• Embody our Values: Customer First, Collaboration, Innovation, Inspirational Leadership, and Integrity.

Desired Technical Skills:

• Overall good knowledge of Oracles private, hybrid and public cloud solutions.

• Strong knowledge of Oracle Cloud Infrastructure (OCI) services and architecture

• Strong knowledge of physical and SDN network technologies.

• Awareness and knowledge of networking and latency considerations for different workloads.

• Strong understanding of cloud security.

• Good knowledge of relevant open-source cloud technologies

• Good Understanding of Oracle Database, Oracle Middleware and PaaS services

• Understanding of Applications landscape and SaaS Solutions

• TOGAF10 certifications

• Experiences in multi-cloud deployment.

• Experiences in building, configuring, managing, and monitoring networking and IP infrastructure in major cloud provider (OCI, AWS, Google Cloud Platform, Azure, etc.).

• Ability to architect for high availability, fail-over & disaster recovery in public or hybrid cloud environments.

• Good automation process and technology experience around DevOps, GitOps, AI/ML, microservices

• Be familiar with VMW, KVM, AWS, Azure, SoftLayer and OpenStack.

• Experience in develops, configurable, deploys and maintains cloud security and systems in support of information security operations.

• Knowledge of Cloud native design solutions

Career Level - M4

Responsibilities

Job responsibilities:

To oversee and create sustained positive relationships with customers after they have signed an ACS contract and boosting customer satisfaction to promote new ACS business. As part of our customer service team, you will act as the primary point of contact on ACS technical services for customers, solving any Oracle technical issues, ensuring they are allocated timely & proper resources to satisfactory resolve problems as well as negative feedbacks from the customers. Ensuring customers consistently receive quality service, and have access to all the benefits listed in their contracts. Together with the TAM team in managing customer’s expectations and working with the Sales team to promote new ACS business.

They must also produce progress reports, prepare presentations, handle calls and correspondence, and generate new leads. Furthermore, as a manager, it is essential to lead and encourage the team to provide great customer experience while implementing the company's policies and regulations.

Roles & Responsibilities:

Customer Engagement

1. Ensure the contract is carried out correctly.

2. Assisting customers to implement and access ACS services.

3. Help with onboarding in case there is no customer onboarding specialist (https://www.smartkarrot.com/resources/blog/customer-onboarding-specialist/)

4. Manage implementation and delivery.

5. Lead all aspects of program including technology integration, communications, training, compliance, and vendor SLA development.

6. Resolving customer complaints and issues in a timely manner.

7. Escalation management. Take ownership of all local activities on pre-emptive and reactive escalations, including raising and updating SRs and working closely with product support & development teams to provide timely updates on issue status and log files uploads as well as carried out instructed onsite activities with the collaboration and agreement of the local SIs/partner and customer. For highly escalated issues, establish a 24x7 slack channel to work with product support and development teams.

8. Answering all customers' queries including seeking appropriate source for more detailed information.

9. Scheduling and preparing quarterly reviews to set objectives and identify shortfalls in customer engagement. Create reports on progress of the contract

10. Develop and manage relations with key client stakeholders.

11. Guide and facilitate customers through knowledge bases, blogs, videos, demos, and best practices.

12. Collect and analyse regular reviews of the business and important customers in order to better understand projects in the future and customer’s expectations.

13. Ensuring the company remains compliant and adheres to the terms and conditions listed in contracts.

Delivery Management

1. Assign right resources at the right time to the customers.

2. Assign tasks to team members with clear instructions. Identify resources required for project completion. Engage project managers capable to handle projects independently.

3. Direct development of technical and operational strategy.

4. Collaborate with extended ACS global teams including Global Expertise Center, Oracle Function Services Team, MCS and regional ACS teams to provide skilled expertise.

5. Collaborate with xLOB technical teams including Global product support, Product Development, Cloud Engineering and Global Service Centre to provide additional and deeper product related solutions and delivery expertise and cloud architects.

6. Engage Third Party Contractors to augment Oracle staff on temporary or project basis.

7. Conduct regular incident reviews and report to develop metrics recording system and sum up reporting on incidents occur. Identify and express prospective implementation risk and mitigations.

8. Recruit, mentor and develop ASE delivery team to provide customer centric Oracle technical expertise to our customers. Motivate team to actively create Field-Based Innovation to automate and standardise repetitive and manual tasks.

9. Provide on-going structured training programs for ASE staff to deepen their technical skill sets as well as soft skills in delivering customer-centric services.

10. Ensure ASE staff obtain Master-level Oracle technical certifications.

11. Ensure all ASE staff and managers complete Oracle compliance trainings

12. Ensure ASE delivery team achieve high level of operation excellence in on-time timesheet, OT and expense submissions.

13. Implement sound and consistent on-boarding programs for all new staff.

14. Execute performance reviews and conduct resource management duties.

15. Providing advice and guidance to the delivery team on how to improve customer engagement with value-based approach and develop lasting relationships by executing innovative process and provide exceptional customer experience.

Collaborations

1. Manage partner/3 rd party relationship. Ensure good understanding and tracking of the 3 rd party environment setting and configurations that is hosting Oracle technologies. Work closely with partners to ensure consistencies and compatibilities with Oracle product versions.

2. Set up cross functional communication collaboration with internal teams to neutralize issues effectively and efficiently and ensure achievement of quality assurance metrics and boosting customer satisfaction.

3. Participate in RfPs, RfQs and RfIs.

4. Develop and manage relations with business lines at multiple levels in organization.

5. Collaborate with regional Japac regional leaders on Oracle, Global ACS and regional annual focus and GVT initiatives.

6. Meetup with the important partners and stakeholders to discuss strategic logistics plans to minimize the delivery cycle.

7. Find ways to upsell clients. Collaborating with TAM & ACS sales to promote new services and up-sell opportunities.

8. Share product feedback from clients to product development teams

Engagement Manager Requirements:

• At least 5 years of experience in customer service

• At least 5 years of people management experience. For senior role, require 4 years manager experience of managers.

• Experience in managing a team of at least 15 technical staff directly

• Ability to negotiate with clients.

• Effective and efficient communication skill.

• Extensive experience in collaborating with partners & xLOBs.

• Ability to quickly solve problems

• A positive can-do attitude

• Proven project management and customer service experience.

• Strong leadership to lead a group of senior customer engagement executives or specialists to deliver great customer experience.

• A people person with excellent organizational and communication skills.

• Ability to work under pressure and manage multiple clients and projects.

Focus Effort:

• Customer Engagement: 40%

• Delivery Management: 35%

• Collaborations: 24%

• Business Objective: 1%

Job Description

We are looking for a Cloud Architect Manager who will be responsible of delivering best in class services to our CSS Customers running their solutions on Oracle private, public, and multi-cloud environments.

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