Job Description

We are looking for an experienced and proactive professional to take on a key role in managing and optimizing customer consumption, fostering executive-level relationships, and driving cloud adoption.

The ideal candidate will be responsible for overseeing service consumption, managing crisis situations, engaging with senior client executives, and working cross-functionally to ensure customer satisfaction. A proactive, preventive approach to problem-solving is essential for this role.

Key Responsibilities:

Consumption Management and Monitoring: Oversee and manage service consumption, ensuring accurate forecasts and implementing proactive actions to drive customer satisfaction and cloud adoption.

Incident Management: Lead the response to customer complaints, technical incidents or critical situations that may risk customer retention, adoption. Ensuring timely and effective support and advise in urgent circumstances.

Client Executive Engagement: Collaborate with senior client executives to understand their needs, align on priorities, and maintain a strong, trusted advisor relationship to ensure customer success.

Cross-LOB Integration: Work closely with various lines of business (LOBs) and senior executives to achieve the overarching goal of Customer Satisfaction and position yourself as a Trusted Advisor to clients. Proactive

Approach and Prevention: Take a proactive stance to anticipate and mitigate potential critical situations, embedding a culture of prevention and continuous improvement in all customer experience initiatives.

Skills & Qualifications: Strong English proficiency is essential for managing client communications and engaging with international teams. Proven experience in customer experience management, cloud services, or a related field.

Strong leadership skills and ability to handle crisis situations with composure. Exceptional communication and interpersonal skills, with a focus on building and maintaining relationships with senior client executives.

Ability to work cross-functionally and influence decision-making at all organizational levels.

Engages with strategic customers, builds leadership relationships at multiple levels within organizations in order to design and implement solutions. Works directly with customers to gather requirements, develop architectures and translates business needs into solutions. May implement solutions and ensure successful deployments through code development and scripting. Displays product/application understanding through highly customized presentation demonstrations to customers, and at conferences, and events. Supports customer from Proof of Concept (POC) through production deployment of services via resource configuration, planning, and customer education/training. Creates and distributes technical assets (white papers, solution code, blog posts, and video demonstrations). Serves as a leading contributor for customers and sales on technical cloud solutions and customer success. Identifies gaps and enhancements to influence engineering roadmaps for customer driven features. Leading contributor, may provide direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. May interact with C level. Maintains expertise by staying current on emerging technologies.

Career Level - IC4

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

We know that true innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing an inclusive workforce that promotes opportunities for all.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

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Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.