Strategic Client Services Director

Responsibilitis:

• PARTNERSHIP: Build significant, value-based relationships with key customer contacts, that results in a partnership of collaboration and business growth for both Oracle and our customers
• LEADERSHIP: Together with the Strategic Client Director, provide the account team with leadership and guidance to deliver results. The account team represents multiple lines of business. The Strategic Client Service Director will inspire this team of highly skilled people to deliver services that have the customer at the centre of all the decisions we make.
• BUSINESS INSIGHT: Provide industry and customer insight to the wider Oracle team. Drive forward Oracle’s best practices, and support implementation of recommendations across the customer’s Oracle landscape by working with customer stakeholders to ensure appropriate levels of sponsorship and prioritization.
• CUSTOMER ADVOCACY: Have a thorough understanding of the customers’ current Oracle landscape and their requirements from Oracle in the future. Working in collaboration with the Strategic Client Director, Account team members, Oracle Support, Oracle Development and Cloud Operations to ensure the best solutions and outcomes for the customer are met.
• MASTERING COMPLEXITY: Work within this role is non-routine and complex, involving the application of advanced technical/business skills in areas of specialization, using the Oracle network to drive forward solutions, at pace, in demanding situations. GOVERNANCE: Participate in Account Planning and Account Reviews, track and communicate status on complex projects including risk identification and mitigation recommendations. Establishing joint governance plans with the customer and participating in those governance forums wherein Oracle technologies are being deployed / utilised. SUPPORT SERVICES: Have a strong understanding of the IT life cycle management, experience in managing major incidents that require executive level communication. Ensuring that the customer and Oracle are aligned and prepared to manage reactive situations such as incidents and escalated problems. Maintain detailed knowledge and demonstrated execution of Oracle support services and cloud operations to ensure the best possible service is received by the customer