Posted on :
15 Feb, 2011
15 Feb, 2011
To develop and manage the Oracle Support relationship with designated customers (s) throughout the service engagement in order to maximise the customers’ use of Advanced Customer Services – ACS , drive high degree of satisfaction and reference ability, and to protect and enhance ACS revenue streams. This is a service delivery role that requires both customer interaction and resource planning. The applicant must have good knowledge with respect to Siebel and experience of Siebel lifecycle implementations would be an advantage.
• Managing the contract or delivery engagement as defined by ACS line management, including creating and maintaining accurate service documentation. • Acting as an ambassador and primary contact for ACS – representing your customer’s interests within Oracle to ensure that your role is seen as value-adding and that Oracle is aligned to your customers priorities • Developing cross team relationships, and work with these teams in delivering a comprehensive service to the customer. • Developing and maintaining relationships with senior management across lines of business within the designated customer (s) and relevant third parties. • Offering and delivering change management advice to the account • Planning and deploying appropriate ACS activities to ensure effective delivery within agreed budgetary constraints • Establishing and communicating the Service spectrum within the account(s) and identify potential sales opportunities • Ensuring the ACS strategy complements and enhances the overall account strategy • Advising the account on the most effective and efficient way to use Oracle support services and products • Establishing the account(s) as a referenceable customer • Assuring and improving the quality of the service and maintain accurate account information • Assisting in renewal of ACS contracts and contribute to pre-sales activities • Identifying additional opportunities for customers to engage with Oracle, such as technical events and business. • Discover opportunities for upselling and cross-selling on owned accounts
• Work with other Oracle lines of business to create and maintain the Service delivery plan for each relevant account(s) • Provide regular progress reviews and share information, methodologies and good practice to the customer (s) and the relevant Oracle lines of business • To be the owner of the contract life once contract has been signed • To complete and maintain all relevant documentation needed through the lifecycle of the contract for the ACS business (Profitability Spreadsheet, SIP, PRS, PA, …), maintaining them to the required level of detail. • Ensure all customers (s) have up-to-date information and knowledge in all relevant Oracle products and services • Ensure all service components and documentation required, either contractually or as part of a programme, are developed and maintained. • Monitor ACS service effort and report against agreed budget(s) • Manage revenue and margin for customer contracts • Create and maintain accurate customer information using Customer Intelligence tools • Work in line with customer working practices and procedures, if contractually agreed • Operate in line with Oracle’s business processes and procedures
• Proven experience in the IT industry. • Itil certification or similar. • Preferable previous delivery management and / or implementation experience. • Proven day-to-day service delivery experience, this should be in current role. • Previous experience of working in a virtual team, and taking the lead role for that team. • Proven extensive project management experience. • Proven ability to deal with senior customer management and drive a project through to completion. • Knowledge / experience of Siebel implementations.
As part of Oracle’s employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).