Leadership and management of delivery team 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. Responsibilities may be defined by named accounts, geography, product/solutions, or some combination thereof. Recruits, retains, develops, coaches, motivates, and generally manages multiple Account Management and/or Technical delivery resources to attain/exceed defined customer objectives. Responsible for driving a high degree of satisfaction with Oracle's products and related implementation services and ensuring referenceability for continued profitable revenue streams over the long term.

Oracle is the only provider of fully integrated technology solutions that span both infrastructure and applications. However, our customers need more than just the best technology solutions, they look to Oracle as their strategic partner to enable their sustained business success.  Oracle Customer Success Services (CSS) is solely focussed on ensuring Oracle’s customers ongoing success with our technology. CSS is deeply integrated with Oracle’s product development teams to help our customers maximize the ongoing value of their investments in Oracle products.  

Our CSS Advanced Service Engineering (ASEs) establish long-term trusted relationships with Oracle’s key customers helping them to maximize their Oracle investments, innovate faster, and accelerate their business success with solutions for all Oracle Cloud, multi-cloud and on-premise environments. 

What you will do

Act as a Leader while having a fist level management roles supporting Individual Contributors (IC) driving performance and collaborations, supporting individuals and managers career development by helping and encouraging them to achieve results with a high level of satisfactions and enthusiasm Act as a Business owner and feel accountable to support and drive from an expertise perspective Tech delivery in MEA and EMEA CSS  Responsible for providing coaching, mentoring and helping team attain a high degree of customer satisfaction Lead the team on driving recruitment, retention, development, coaching, motivation, succession planning and generally management of multiple technical delivery resources to attain/exceed defined customer objectives Anticipate needs and build plans at MEA level to fulfill requirements on Tech arena Take ownership as the escalation point for any Tech ASE issues in MEA and active contribution at EMEA level Actively participate as a member of the CSS sales and delivery leadership team representing the regional, EMEA and global ASE community Work closely with the Local CSS Business & Delivery Leaders in developing the practice ensuring consistency of quality and value of services  Build rapidly and maintain a network of people in and outside of the organization keeping strong professional relationship to support you in achieving the team and CSS objectives  Maintain Regular interaction with the covered region CSS Business owner (Sales and Delivery) and peers insuring an accurate planning and proactive management of solution and requirements  Ensure Strong Customer Relationship up to C-Level. Oversee the delivery of customer deliverables and supporting ASEs to ensure delivery quality.  Operates as a key resource to the EMEA and Global delivery team’s general management. Be a driver for Innovation and thinking out of the box, identify opportunity of improvement in processes, services and implement changes as agreed by CSS leadership. Act as trusted advisor to core EMEA ASE management team  Understands Oracle and CSS product/solutions portfolio and knows how to win relative to competition.    Assist in developing business models in a variety of situations that impact customers and Oracle positively.  Support the development of new offerings to generate customer interest based on experience and customer experience/needs  Ensure reusability of Customers Deliverables and services artifacts leading to standardizations and automation.  Active participation with the relevant regional and global collaboration programs to oversee the sharing of best practices, technical knowledge and experience among the expert community Market awareness around not only competitor’s technologies, but new technologies.  Lead the team to work with the sales teams where required to assist at pre-sales level around defining scope, LoE, technical guidance and at high level technical program/project level delivery methodology.

Your passion and commitment to service excellence will drive the ongoing evolution of the team and ensure that the ASEs can operate within an environment in which they can thrive and maximise their potential.

 

Career Level - M3