Bilingual (Japanese) Oracle Database Exadata SME - Strategic Customer Service Manager (SCSM)

$66,700 - $145,000/Yr

Oracle - Springfield, IL

Full-time - Senior

Springfield, IL

Publishing Industries

About the position

The Strategic Customer Service Manager (SCSM) role at Oracle is a pivotal position within the Database Cloud and Exadata Support department, specifically designed to enhance the product and service experience for strategic accounts utilizing Oracle's Cloud Database Platforms, including Autonomous Database, DB and Exa Cloud Services, Exadata, and ZDLRA. The SCSM will be responsible for building long-term relationships with assigned customers, acting as a single point of contact, and proactively driving the adoption of best practices and compliance with proactive patching. This role requires a deep understanding of the customer's IT landscape and roadmap, enabling the SCSM to advocate effectively for the customer and align with stakeholders, including C-Level executives. In this capacity, the SCSM will coordinate activities with various Oracle stakeholders, including sales account teams, engineering, and service teams, to support the implementation of Oracle's account strategy. The SCSM will also be tasked with ensuring that customers are prepared to manage incidents and escalated problems, providing regular updates to both customers and internal stakeholders during issue resolution. Additionally, the SCSM will drive the implementation of support services recommendations and participate in defining customer-specific metrics reporting, ensuring that the customer's needs are met and that they receive the highest level of service. The role also involves participating in monthly Scorecard Review meetings with customer executives, tracking and communicating the status of complex projects, and identifying risks along with mitigation recommendations. The SCSM will co-own a portfolio of 6-9 strategic clients, participate in corrective action/preventive action processes for serious issues, and present customer case studies to DB development and support management periodically. This position is crucial for maintaining customer satisfaction and ensuring the successful adoption of Oracle's database solutions.

Responsibilities

• Serve as a single point of contact for named accounts
• Build long-term relationships with key customer contacts
• Have a thorough understanding of the customer's IT landscape and roadmap
• Work proactively with customers to drive a high degree of best-practice compliance, critical patch notification and compliance, planning of upgrades, and other milestone events that will help prevent service interruptions and serious issues
• Work collaboratively with Oracle Support, Development, Operations, and other services to champion the resolution of customer issues and ensure the best solutions and outcomes
• Ensure that the customer and Oracle are aligned and prepared to manage situations such as incidents and escalated problems that could not be prevented
• Regularly update customer and internal stakeholders with status during issue resolution
• Drive Support Services recommendation implementation by working with customer partners to ensure the appropriate level of sponsorship and prioritization
• Participate in defining and building customer-specific metrics reporting
• Participate in monthly Scorecard Review meetings with customers' executives, and track and communicate status on complex projects, including risk identification and mitigation recommendations
• Serve as a co-owner, with a peer team, for a portfolio of 6-9 strategic clients for the program
• Participate in the CAPA (Corrective action/preventive action) for any serious issues that affect the assigned customer
• Present to DB development/support management on a periodic basis a customer case study covering critical issues faced and corrective actions required/taken

Requirements

• 10+ years of experience in senior positions of professional Enterprise implementation, IT Service Management, Program Management, or Account Management
• Strong interpersonal skills, leadership, business acumen, relationship building, and conflict management
• Experience with large transformation projects
• Experience working globally with delivery and customer teams is preferred
• Experience with large-scale IT implementations at customers that involve advanced Oracle Technology e.g. Exadata, Database Cloud, ZDLRA
• Proven ability to handle conflict management and crucial conversations
• Demonstrated ability to work independently
• BS/MS or equivalent experience in Computer Science/IT
• ITIL, PMP, Prince2, OCP/OCM or equivalent certification preferred, with emphasis on Oracle DB certification training

Nice-to-haves

• Experience working with Japanese-speaking clients
• Familiarity with Oracle's Cloud Database Platforms
• Knowledge of industry trends and competitive landscape

Benefits

• 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
• Flexible Vacation and accrued vacation benefits
• 11 paid holidays
• Paid sick leave with annual refresh
• Paid parental leave
• Adoption assistance
• Employee Stock Purchase Plan
• Financial planning and group legal
• Voluntary benefits including auto, homeowner and pet insurance