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Latest Job Vacancy At Oracle

Date Posted: 11/Mar/2014
Deadline: Not Specified

 

Business Services Representative 5-Support

Oracle Advanced Customer Support Services (ACSS) is a global organization within Customer Support Services, providing tailored mission-critical support services to maximize availability to customers with complex IT requirements, covering the entire Oracle stack. Within the ACSS Global Organization, ACSS Delivery Organization is responsible for the actual delivery of high quality services to Oracle customers.
 
Brief Description 
 
  Establish professional relationships with key customer contacts to ensure the highest level of customer satisfaction. Align contracted services with customer goals and objectives. Coordinate delivery of all Support Services and other Oracle LOB services to meet customer goals and objectives, and ensure contract renewal.
 
Detailed Description 
 
  SERVICE DELIVERY & ACCOUNT MANAGEMENT: (presence of this role in an account is fee based) Works proactively with the customer to understand key customer projects and goals and aligns Oracle ACS Services to assist in key strategic projects; manages all ACS aspects of the relationship between the customer and Oracle Support Services MARGIN MANAGEMENT: Manages flow and execution of work related to procured services. Optimizes margin through effective resource management CUSTOMER ADVOCATE: Serves as the customer advocate within Oracle - across all lines of business - clearly articulating the customers position to the appropriate Oracle management while maintaining the integrity of an Oracle employee and the interest of the company. Includes reactive and escalation management. ACCOUNT REVIEWS & ACCOUNT PLANNING: Conducts regular Status meetings and Account Review meetings with the customer. BUSINESS DEVELOPMENT: Recognizes and solicits business opportunities within customer accounts and develops to the point where the sales organization can engage in deal pursuit. INTERNAL/EXTERNAL PLANNING & REPORTING: Conducts regular internal Account Review meetings with Oracle Support management; Manages Account Documentation including Joint Contact & Escalation Guide, Service Delivery Plan, Account Review Documents, KBR/KPI data, and Scorecard data.
 
Job Requirements 
 
  Displays authority, confidence, and a significant understanding of customer*s business strategies and industry trends. Develops significant high-level customer contacts and relationships. Extensive background in Professional Services, Account Management, Project Management, Enterprise IT Management, Customer Support, Enterprise software deployments, and good Business Acumen. PMP and advanced ITIL Certification is desirable. Superior interpersonal skills, Extensive customer "face-to-face" experience at middle or executive levels, Strong relationship building skills, Solid industry experience/knowledge Conflict management skills, Time management and self management ability, Strong management skills, Proven expertise in large (multi-site or international project management, Business acumen, Strong team orientation. Extensive experience in IT/Account Management.

Method of Application

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