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 \u2013 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.<\/p>\n
\u2022\tManaging the contract or delivery engagement as defined by ACS line management, including creating and maintaining accurate service documentation. \u2022\tActing 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 \u2022\tDeveloping cross team relationships, and work with these teams in delivering a comprehensive service to the customer. \u2022\tDeveloping and maintaining relationships with senior management across lines of business within the designated customer (s) and relevant third parties. \u2022\tOffering and delivering change management advice to the account \u2022\tPlanning and deploying appropriate ACS activities to ensure effective delivery within agreed budgetary constraints \u2022\tEstablishing and communicating the Service spectrum within the account(s) and identify potential sales opportunities \u2022\tEnsuring the ACS strategy complements and enhances the overall account strategy \u2022\tAdvising the account on the most effective and efficient way to use Oracle support services and products \u2022\tEstablishing the account(s) as a referenceable customer \u2022\tAssuring and improving the quality of the service and maintain accurate account information \u2022\tAssisting in renewal of ACS contracts and contribute to pre-sales activities \u2022\tIdentifying additional opportunities for customers to engage with Oracle, such as technical events and business. \u2022\tDiscover opportunities for upselling and cross-selling on owned accounts<\/p>\n
\u2022\tWork with other Oracle lines of business to create and maintain the Service delivery plan for each relevant account(s) \u2022\tProvide regular progress reviews and share information, methodologies and good practice to the customer (s) and the relevant Oracle lines of business \u2022 To be the owner of the contract life once contract has been signed \u2022\tTo 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. \u2022 Ensure all customers (s) have up-to-date information and knowledge in all relevant Oracle products and services \u2022\tEnsure all service components and documentation required, either contractually or as part of a programme, are developed and maintained. \u2022\tMonitor ACS service effort and report against agreed budget(s) \u2022\tManage revenue and margin for customer contracts \u2022 Create and maintain accurate customer information using Customer Intelligence tools \u2022\tWork in line with customer working practices and procedures, if contractually agreed \u2022\tOperate in line with Oracle’s business processes and procedures<\/p>\n
\u2022\tProven experience in the IT industry. \u2022\tItil certification or similar. \u2022\tPreferable previous delivery management and \/ or implementation experience. \u2022\tProven day-to-day service delivery experience, this should be in current role. \u2022\tPrevious experience of working in a virtual team, and taking the lead role for that team. \u2022\tProven extensive project management experience. \u2022\tProven ability to deal with senior customer management and drive a project through to completion. \u2022\tKnowledge \/ experience of Siebel implementations.<\/p>\n