Strategic Customer Service Manager (SCSM) is an individual contributor role responsible for providing strategic customers with the guidance and support needed to ensure successful and effective use of our Cloud/Exadata Database technology.
The SCSM needs to have a solid technical background and possess leadership qualities.A successful candidate should have a firm grasp of Oracle's core technology product set, including Exadata, RAC, and Data Guard, a solid conceptual understanding of the server technology landscape such as Cloud Computing, Virtualization, and Engineered Systems, as well as exposure to challenges and practices of running a modern IT department.
ResponsibilitiesServe as a single point of contact for named accounts
Build long-term relationships with key customer contacts.
Have a thorough understanding of the customer's IT landscape and roadmap.
Work proactively with customers to drive a high degree of best-practice compliance, critical patch notification and compliance, planning of upgrades, and other milestone events that will help prevent service interruptions and serious issues.
Work collaboratively with Oracle Support, Development, Operations, and other services to champion the resolution of customer issues and ensure the best solutions and outcomes.
Ensure that the customer and Oracle are aligned and prepared to manage situations such as incidents and escalated problems that could not be prevented.
Regularly update customer and internal stakeholders with status during issue resolutionDrive Support Services recommendation implementation by working with customer stakeholders to ensure the appropriate level of sponsorship and prioritization.
Participate in defining and building customer-specific metrics reporting
Participate in monthly Scorecard Review meetings with customers' executives, and track and communicate status on complex projects, including risk identification and mitigation recommendations.
Serve as a co-owner, with a peer team, for a portfolio of 6-9 strategic clients for the programParticipate in the CAPA (Corrective action/preventive action) for any serious issues that affect the assigned customer
Present to DB development/support management on a periodic basis a customer case study covering critical issues faced and corrective actions required/taken
Skills
Ability to understand customers' industry, infrastructure environment, and roadmaps
Excellent communication and presentation skills; able to communicate at all levels
Strong business acumen – entrepreneurial approach
Strong networking and relationship building
Ability to influence a geographically dispersed team without direct reporting lines
Qualifications
10+ years of experience in senior positions of professional Enterprise implementation, IT Service Management, Program Management, or Account Management.
Strong interpersonal skills, leadership, business acumen, relationship building, and conflict management
Experience with large transformation projects
Experience working globally with delivery and customer teams is preferred
Experience with large-scale,, IT implementations at customers that involve advanced Oracle Technology e.g. Exadata, Database Cloud, ZDLRA
Proven ability to handle conflict management and crucial conversations
Demonstrated ability to work independently
Education
BS/MS in Computer Science/IT or equivalent required
ITIL, PMP, Prince2, OCP/OCM or equivalent certification preferred
Oracle DB certification required covering:
ADB, ExaData, BaseDB AND OCI Architect
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