Strategic Client Service Director

  • Company:
    Oracle
  • Location:
  • Salary:
    negotiable / month
  • Job type:
    Full-Time
  • Posted:
    5 hours ago
  • Category:

**Strategic Client Service Director** **Preferred Qualifications** **Description** This is a leadership role, responsible for providing Oracle’s strategic customers with the guidance and support needed to ensure successful, and effective use of Oracle’s products and services. The Strategic Client Services Director will drive a high degree of satisfaction, referenceability and protect/enhance revenue streams with their assigned customers. He or she will advocate for the customer and become a trusted advisor aligning with customer stakeholders up to and including C-Level. They will coordinate activities with the Strategic Client Director and other Oracle stakeholders to support implementation of Oracle’s account strategy for the customer. This role is focused on the financial services industry with key customers being NAB and Westpac. **Responsibilities** * Build significant long-term relationships with key customer contacts. * Have a thorough understanding of the customer’s Oracle landscape and work collaboratively with the Strategic Client Director, Sales, Oracle Support, Oracle Development and Cloud Operations to ensure the best solutions and outcomes for the customer. * Ensure that customer and Oracle are aligned and prepared to manage reactive situations such as incidents and escalated problems. * Drive Support Services recommendation implementation across the customer’s Oracle landscape by working with customer stakeholders to ensure appropriate level of sponsorship and prioritisation. * Participate in periodic Account Planning and Account Reviews, track and communicate status on complex projects including risk identification and mitigation recommendations. * Maintain detailed knowledge and demonstrated execution of Oracle support services and cloud operations. * Work is non-routine and complex, involving the application of advanced technical/business skills in area of specialisation. **Skills** * Understand the financial services industry, as well as its technical and infrastructure environment, and translate it into Oracle solutions * Subject Matter expertise in industry or key Oracle product(s) * Excellent communication and presentation skills; able to communicate and present at Exec C-Level * Strong business acumen – entrepreneurial approach * Strong networking and relationship building * Ability to lead & influence a geographically dispersed team without direct reporting lines at times * Expected travel 25 -50% of time **Qualifications** * 10 and higher years of experience in senior positions of professional Enterprise implementation experience, IT Service management, Program management or Account Management experience * Demonstrated strong competency of interpersonal skills, team leadership, business acumen, relationship building and conflict management * Demonstrated expertise in large (multi-site or international) transformation projects * Experience working Globally with delivery and customer teams is preferred **Education** * Bachelor’s degree or equivalent required, Master’s degree preferred * ITIL, PMP, Prince2 or equivalent certification preferred **Detailed Description and Job Requirements** This position will be responsible for providing customers with the guidance and support needed throughout the full life cycle of implementation to ensure successful and most effective use of Oracle’s products. In addition, this position will be a leader in ensuring overall customer satisfaction with Oracle’s products and related implementation services. This position will provide customers with regular assessments on the domains of strategy, process, governance, people and technology accompanied by recommendations for improvement in each area. The ATAM will act as the primary liaison between Oracle, the customer, and the system integrator with respect to the implementation. He/she will serve as Oracle’s support/services lead to the customer and provide business process, application functionality, technology, and implementation expertise by delivering a combination of business specifications analysis, technical consulting and project management skills. The TAM is responsible for escalating issues across multiple business units within Oracle (e.g. Technical Support, Expert Services, Sales, Consulting, Product Development, etc.) and marshalling resources as necessary to resolve problems. Provide leadership and expertise in the development of new products/services/processes, frequently operating at the leading edge of technology. Demonstrated success at Oracle with 3 years and as a Technical Account Manager for at least 2 years, including involvement in at least 5 successful customer deployments. Recommended 7-10 years of professional Information Systems implementation experience. Demonstrated experience in package systems implementation (CRM, ERP, Consulting experiences). Understanding of various technical architectures and operating systems including web-based applications, networks, RDBMS (Oracle, DB2, MS SQL Server), etc. Project Management (PMP) certification or extensive Project Management experience across global and diverse organizations. Industry experience is desired. **Job:** Support **Location:** AU-Australia **Job Type:** Regular Employee Hire **Organization:** Oracle