Senior Manager - Customer Success Services

As part of CSS organization, you will lead a team of technical account managers and project managers focused on service delivery and management of Customer Services Contracts. The role requires working with customers in BFSI domain. You will be accountable as the point of contact for onsite/remote services within the designated region, to assure appropriate service delivery management coverage to fulfill Customer Success Services delivery commitments. You will be part of the India Region Management team of Regional Service Center, JAPAC, ensuring customer retention, supporting customer acquisition, and managing global initiatives to drive growth and adoption apart from managing Governance of some of the large banking customers of India region. Job Description Role Charter: Delivery Management and Customer Governance , Customer Success , Account Relationship Management, Contract Management Below mentioned Key Credentials with proven track record are essential: Working globally and specially from customer sites. Customer Management Project ManagementCustomer Lifecycle Management Planning and Organizing Delivery Management Customer concern Management Managed Service Delivery You will have • BS or MS in Computer Science, Engineering, or a related technical team or equivalent experience.

• A solid technical background and understanding of Oracle Technology Products
• Proven experience in leading customer engagements in Managed Delivery space
• Through understanding of ITIL Process and standard methodologies
• Experience and knowledge of project management principles, methodologies and tools
• Strong governance experience while managing customer engagements
• Exceptional communication skills, both written and verbal and ability to communicate effectively with CXO levels from customer side
• Ability to identify, communicate and set clear objectives in ambiguous situations
• Ability to clearly articulate messages to a variety of audiences
• Ability to establish and maintain strong relationships
• Ability to influence others and move toward a common vision or goal
• Flexible, adaptable, resilient and tenacious;
• Forward-looking with a broad view
• Organized with a natural inclination for planning strategy and tactics
• Problem-solving and root cause identification skills
• Able to work effectively at all levels in the CSS organization
• Must be a teammate and able to work collaboratively with and through others
• Familiarity with project management approaches, tools and phases of the project lifecycle
• PMP or ITIL certifications preferred

Responsibilities

1. Directly manages TAMs. with operational focus on multiple accounts, products/solutions or a combination thereof.
2. Responsible for providing coaching, mentoring and helping team attain a high degree of customer satisfaction.
3. Accountable for service delivery and governance, utilization, and for delivery of other identified departmental results through
4. Regular interaction with sales, delivery account teams to ensure appropriate solutions are being identified and implemented, support on defining service solution and corresponding effort estimation.
5. Ensure interactions with customers are of highest quality. Oversee the delivery of high quality customer deliverables and supporting TAMs to ensure quality of work is of the highest calibre.
6. Ensure customer relationships are built and maintained at appropriated level, through regular contacts and visits within the framework of CSS engagements and in alignment with CSS Sales and Account Management.
7. First level blocking issue directly managing TAM/PM team with operational focus on multiple accounts
8. Attains results within Oracle management policies and practices. Complete company policies that affect immediate operation(s) and may have company-wide effect
9. Understands own product/solutions portfolio extremely well and knows how to win relative to competition
10. Interaction with XLOBs for better customer experience
11. Apply customer experience and needs to determine new opportunities and methods for CSS to engage with customers.
12. Work with Oracle teams across lines of business such as Premier Support, Customer Management, Partner Management, License Sales, Product Development, Consulting and Education.
13. Active participation with the relevant regional and global collaboration programs to oversee the sharing of standard methodologies, technical knowledge and experience among the TAM community

Diversity and Inclusion: An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry. In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation. Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business. At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions. That’s why we’re committed to creating a workforce where all individuals can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.