Oracle Cloud Infrastructure in JAPAC is nowrecruiting a Cloud Customer Wellness Manager (Cloud Customer SuccessManager/Technical Account Manager) to work with dedicated JAPAC customers.
The job is based from our local office and workinghours will be regular office hours but there may be a need to support customersfor a go live or an escalation out of hours or on weekends.
A suitable background would be someone who hasworked as a Customer Success Manager or Service Delivery Manager orTechnical Account Manager, with experience dealing with customer cloudenvironments.
Customer Wellness Managers should possess fantasticinterpersonal skills and be strong leaders. They need to be highly organizedand have experience directing others. They will be working andcollaborating cross functionally with Support, development, sales and otherservice delivery partners. They will be the “voice of the customer/trustedpartner for the customer”, working closely with teams across the organizationhelping advocate on behalf of our customers to all our teams.
They should be comfortable in a customer facingenvironment and have experience having customer conversations right up to Clevel. This job is part of a Global team and you will be reportingremotely to a manager in the US.
Full details of the job spec are below.
Are you interested in building large-scaledistributed infrastructure for the cloud? Oracle’s Cloud Infrastructure team isbuilding new Infrastructure-as-a-Service technologies that operate at highscale in a broadly distributed multi-tenant cloud environment. Our customersrun their businesses on our cloud, and our mission is to provide them withbest-in-class, foundational cloud networking services.
The ideal candidate will have proven experiencemanaging a set of projects and participation in both short- and long-termstrategy planning. As a member of our highly collaborative andmotivated team, you will work with business stakeholders, project managers, andtechnical staff to deliver effectively against commitments. Challengesand opportunities are plentiful in this role as you apply your knowledge inprogram management to help secure the next generation of Oracle Cloudcapabilities.
Engage with business stakeholders to understand usecases, document requirements, and perform business analysis.
Apply project management discipline to developplans, define scope, document requirements, and managebudget/schedule/resources for a complex group of projects.
Develop and manage short- and long-term programroadmaps, prioritizing based on business need and IT capability.
Own the establishment and management of multipleproject deliverables, communicating project and program vision, and ensuring ITresources are aligned properly.
Utilize both agile and waterfall methodologies,drive technical and functional teams to complete critical path actions in atimely fashion.
Maintain a high level of organization and planningwhile communicating with stakeholders to reach timelines and maintain customersatisfaction.
Independently identify risks, manage correctiveaction plans when budget or schedule deviations occur, and escalate /communicate project health to senior leadership.
Demonstrate flexibility and resilience in responseto changing or ambiguous situations, directing changes through appropriatereview and approval mechanisms.
Ability to work in a fast-paced environment withmultiple projects under tight deadlines with a can-do attitude.
Look for process definition and improvementopportunities and lead others in adhering to existing processes andcontributing to their improvement.
Strong personal drive for ensuring customer successwith a proactive focus.
Strong background in a dynamic, problem solving,customer service environment.
Flexibility, integrity and creative problem-solvingskills.
Ability to articulate technical issues in ameaningful way to both team and executive level management.
Must be capable of dealing confidently andprofessionally at the executive level with Customers.
Must be a team player and build good workingrelationships across all functions.
Wears the ‘Customer Advocate’ hat at all times.
Act as the liaison to support organization toensure client escalations are resolved in due time
Conduct OCI product and “101” trainings as needed
Actively contributes and leverages standards andbest practices, staying current on both the technology and product fronts.
Manages several customers at once with varyingcomplexity
Promotes a proactive approach to exceeding customerexpectations
You are a doer – you proactively identifyopportunities to help customers and then execute
Passionate about problem solving, relationshipbuilding and creating customer loyalty.
BS or MS degree or equivalent experience relevantto functional area with 10+ years of related experience including 4 years withIT / security projects and 2 years with agile.
Strong working knowledge of MS Office / Atlassiantools (JIRA / Confluence).
Knowledge and application of business process analysismethodologies.
Understanding of IT and IT life-cycle developmentprinciples.
Understanding of applications development, databaseand data management, and infrastructure capabilities and constraints.
Previous Network Operations, Business Analysis, SystemsAdministration and/or Software Development experience a plus
PMI or SCRUM Master Certification preferred.
Solid organizational skills, attention to detail,and multitasking capabilities.
Outstanding proactive communication skills written,verbal, presentations.
Strong interpersonal and consulting skills toestablish and maintain internal and external partnerships globally, negotiatingrisk against other business factors.
Self-driven, analytical, and results oriented withproven sound judgment.
Positive influence to lead through frequentambiguity / uncertainty / change.
Business savvy including the ability to see andconvey the big picture.
Prior service delivery and customer successexperience.
Excellent interpersonal skills that build positiverelationships with other team members
Life atOracle ANZ:
An Oracle career can span industries, roles,countries and cultures, giving you the opportunity to take on new roles andchallenges, while blending work and life. Oracle has thrived through 40+ yearsof change by innovating and operating with integrity while delivering for thetop companies in almost every industry. To cultivate the talent that makes thishappen, we work hard to create a vibrant and rewarding workplace thatcelebrates diverse, multi-talented teams where everyone can contribute. We takecare of each other, and value giving back to the community. We have flexiblework arrangements and offer benefits including generous paid parental leave andcomprehensive premium medical insurance... Find out more
Detailed Description and Job Requirements
Manage the development and implementation process of a specific company product.
Manage the development and implementation process of a specific company product involving departmental or cross-functional teams focused on the delivery of new or existing products. Plan and direct schedules and monitor budget/spending. Monitor the project from initiation through delivery. Organize the interdepartmental activities ensuring completion of the project/product on schedule and within budget constraints. Assign and monitor work of systems analysis and program staff, providing technical support and direction.
Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Leading contributor individually and as a team member, providing direction and mentoring to others. BS or MS degree or equivalent experience relevant to functional area. Seven years of project management, product design or related experience preferred.