Job Description
Serves as the main contact for individual contracts, providing extensive business processes, product/service (e.g., hardware, applications, software) functionality, and/or implementation knowledge. Provides services, adjusting to ensure alignment, and educates customers on ways to leverage Oracle services. Reviews service requests and gathers information to determine next steps, identifies potential crises, leveraging extensive knowledge and other customer experience to develop innovative solutions, and connects and/or escalates issues to appropriate teams to reach solutions, anticipating and reporting pain points. Develops and maintains plans and ensures positive margins, seeks opportunities to review and update documentation, and leverages understanding and collaborates across teams to identify and submit delivery leads for new opportunities and contract renewals. Proactively provides ongoing maintenance, mentors team members to act as a liaison between teams, and seeks opportunities to improve customer ability to adopt product and service changes. Works closely with peers within and sometimes beyond the team to identify and develop innovative ways of delivering services, provides direction, experiments with new approaches, and seeks opportunities to share product/support information, and plays a key role in the development of new services and/or processes, remaining up-to-date with technological business, and industry trends.
Responsibilities
KeyResponsibilities
Customer Engagement:
-Serves as the main point of contact for individual-level contracts, providing
advanced business process, product/service (e.g., hardware, applications,
software) functionality, and/or implementation knowledge in an advisory manner.
-Provides timely services, adjusting to ensure alignment with their practices,
procedures, contractual budgets, leveraging contractual agreements and
identifying revisions.
-Maintains customer relations, communicating with customers and across related
teams regularly to ensure satisfaction. Provides updates on customer status to
leadership.
-Educates customers on the most effective and efficient way to leverage Oracle
services, products, and tools, experimenting with new approaches and providing
feedback on customer organization performance.
Issue Resolution:
-Reviews service requests and gathers information from appropriate parties to
determine next steps.
-Identifies potential crises or concerns and works to resolve customer issues
and incidents in a timely manner, leveraging advanced knowledge of appropriate
resources and other customer experience to develop innovative solutions.
-Connects and/or escalates issues to appropriate teams to reach solutions and
minimize impact on the business, anticipating and reporting pain points to
minimize impact on the business.
Account Management and Governance:
-Develops and maintains service delivery and/or project plans throughout their
lifecycle and ensures positive margins according to governance and account
management expectations and contracted terms.
-Proactively updates and maintains accurate customer account, contract, and
service history information, identifying and addressing areas missing
information.
-Independently and proactively conducts account planning and account reviews,
tracking and communicating status on a wide range of projects including risk
identification and mitigation recommendations.
-Seeks opportunities to review and update documentation and collaborates with
peers to maintain contract cost, resources and scheduling, and scope, working
to meet contract revenue and margin objectives.
-Leverages understanding of business needs and collaborates across teams to
identify and submit delivery leads for custom new opportunities and contract
renewals.
Technical Delivery Management:
-Proactively advises customers on optimal use and health or their Oracle
product/service investment, proactively providing ongoing maintenance to
optimize and ensure effectiveness and performance of the product and/or
service.
-Collaborates with cross-functional teams, driving the execution and
development of technical delivery plans.
-Mentors more junior team members to act as a liaison between customers,
internal, and external teams.
-Seeks opportunities to increase customer understanding and improve their
ability to adopt product and service changes according to policies and best
practices.
Innovation and Continuous Improvement:
-Works closely with peers within and sometimes beyond the team to identify and
develop innovative ways to deliver service and improve overall product and
service utilization to achieve ROI goals.
-Contributes to the team by providing guidance, experimenting with new
approaches, and seeking opportunities to share knowledge of product, service,
and/or support information or issues.
-Identifies and recommends opportunities for enhanced value for services.
-Plays a key role in the development of new services and/or processes,
remaining up-to-date with technological, business, and industry trends.
Core Responsibilities
Planning & Execution:
-Manages and coordinates moderately complex tasks, monitoring timelines and
deliverables to ensure timely completion and adherence to requirements for a
moderately-sized project or initiative. Efficiently delegates, monitors, and
prioritizes work across multiple projects, providing technical oversight and
adjusting plans to address shifts in resources or timelines.
Collaboration & Partnership:
-Collaborates across the organization to align on expectations and achieve
shared objectives. Leverages understanding of business leaders, stakeholders,
and/or customers to ensure proposed solutions meet their needs. Supports
inclusivity by actively seeking and listening to diverse perspectives, ensuring
others feel heard and respected.
Problem Solving:
-Identifies and addresses moderately complex issues by analyzing a wide range
of data and/or information to identify solutions in accordance with standard
practices. Proactively escalates unresolved or critical issues with a thorough
assessment and suggests potential solutions. Reviews, contributes to, and
documents problem solving strategies.
Continuous Learning:
-Pursues learning opportunities to expand knowledge and skills and/or tools in
new areas and stays abreast of the latest industry trends and best practices.
Proactively seeks and leverages ongoing feedback and training to improve
skills. Coaches and mentors junior team members, fostering continuous learning
and knowledge sharing within and across teams.
Continuous Improvement:
-Develops ideas, recommends updates, and/or collaborates on the implementation
of process improvements to increase the efficiency and effectiveness of
processes, protocols, and workflows across teams, and evaluates the impact on
key stakeholders. Solicits feedback from others on ideas for alternative
approaches and methods for continued improvement.
Performance and Development:
-Contributes to the talent development pipeline by participating in candidate
interviews, assessing candidates, and providing hiring recommendations.
Disclaimer:
Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements.
Range and benefit information provided in this posting are specific to the stated locations only
US: Hiring Range in USD from: $75,000 to $187,000 per annum. May be eligible for bonus and equity.
Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.
Oracle US offers a comprehensive benefits package which includes the following:
Medical, dental, and vision insurance, including expert medical opinion
Short term disability and long term disability
Life insurance and AD&D
Supplemental life insurance (Employee/Spouse/Child)
Health care and dependent care Flexible Spending Accounts
Pre-tax commuter and parking benefits
401(k) Savings and Investment Plan with company match
Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
11 paid holidays
Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
Paid parental leave
Adoption assistance
Employee Stock Purchase Plan
Financial planning and group legal
Voluntary benefits including auto, homeowner and pet insurance
The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.
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-request_mb@oracle.com or by calling 1-888-404-2494 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.
