Job Description

Strategic Customer Service Manager (SCSM)

Department

Database Cloud and Exadata Support

Strategic Customers Program (SCP) is a DB Cloud/Exadata initiative with the primary objective of optimal product and service experience for strategic accounts running business on Oracle's

Cloud Database Platforms:
Autonomous Database, DB and Exa Cloud Services, Exadata, and ZDLRA.

Due to client requirements, candidates must have bi-lingual written and oral communications in the following areas:

Japanese (native speaker)
English

Description

Job Description

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 strong 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.

SCSM will build long-term relationships with assigned customers, serve as a single point of contact, and work proactively to drive the adoption of known best practices and proactive patching compliance.

SCSM will advocate for the customer and become a trusted advisor, aligning with customer stakeholders up to and including C-Level.

SCSM will coordinate activities with Oracle stakeholders (Sales account team, engineering, and service teams) to support the implementation of Oracle's account strategy for the customer.

Responsibilities

Serve 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 resolution
Drive 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 program
Participate 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

Career Level - IC4

Responsibilities


Customer Relationship Management:
Develop and maintain strong relationships with key stakeholders and decision-makers within assigned accounts.
Act as the primary point of contact for strategic customers, ensuring a seamless communication flow.
Understand customer needs and objectives, and align our services and solutions to meet their goals.


Strategic Planning and Execution:
Develop strategic account plans that outline critical success factors, timelines, and milestones for achieving customer goals.
Identify growth opportunities within accounts and collaborate with sales teams to ensure account expansion and retention.


Product Success and Adoption:
Drive the adoption and optimal utilization of best practices of our DB cloud products and services within customer environments.
Conduct regular review meetings with customers to discuss product performance, usage statistics, and potential areas for improvement.


Issue Resolution and Escalation Management:
Act as the escalation point for resolving critical issues affecting customer satisfaction and product performance.
Coordinate with internal teams (e.g., technical support, product development) to resolve issues promptly and prevent recurrence.


Customer Advocacy:
Collect and relay customer feedback to product and service teams to help shape future development.
Advocate on behalf of the customer within the organization to ensure their needs and concerns are addressed.


Performance Analysis and Reporting:
Monitor and report on account health metrics, including product usage, customer satisfaction, and adoption of DB cloud products/services.
Analyze data trends to provide strategic insights to customers and internal stakeholders.


Educational Initiatives and Training:
Provide or coordinate customer training sessions on product features, updates, and best practices.
Keep customers informed about industry trends, competitive landscape, and how they can achieve maximum value from our solutions.


Cross-functional Collaboration:
Work closely with sales, marketing, product development, and support teams to ensure a cohesive customer experience.
Participate in cross-functional teams to develop and refine customer success strategies and processes.


Continuous Improvement:
Contribute to the continuous improvement of the customer success strategy and methodologies.
Stay informed about customer success best practices and incorporate them into daily operations.

Qualifications

Career Level - IC4

About Us

Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care.

And with AI embedded across our products and services, we help customers turn that promise into a better future for all.

Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives.

True innovation starts when everyone is empowered to contribute.

That's why we're committed to growing a workforce that promotes opportunities for all with competitive benefits that support our people 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 emailing accommodation- or by calling in the United States.

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.

職務レベル
シニアレベル
雇用形態
正社員
職務タイプ
その他
業種
ITサービス・ITコンサルティング

---