Senior Manager - Customer Success Services (CSS) Global SaaS&Apps
Oracle
- España
- Permanente
- Tiempo completo
- Minimum 15 years IT organization background. Proven experience of working within a strategic resourcing and delivery environment
- Managed a Team of 10 plus
- Have experience in leveraging onshore and offshore teams
- Oracle Apps UL, Siebel, Database and CX knowledge and experience on premises and on Cloud is a plus
- Strong English level
- Be responsible for the successful technical delivery of CSS contracts into designated customer accounts within one or more country/region, covering core Apps Pillars
- Form part of the EMEA CSS management team, with shared accountability for technical capability throughout EMEA
- Be accountable as the point of contact, within the region/technology, to assure appropriate technical skills and resource coverage to fulfil CSS delivery commitments in the most efficient way - whether they be on-site, remote or third party
- Lead service/product development activities/initiatives as required
- Drive skills development of team members in line with CSS objectives, and their personal development plans, career goals (Individual contributors)
- Engage closely with the regional CSS TAM Organization and CSS Sales to understand and provide the resources and the skills needed to deliver proper, effective and efficient CSS Services
- Collaborate closely with other managers within the support organization
- Develop strong relationships with partner organizations and other third parties as required to extend, in a flexible way, CSS delivery capacity
- Regular interaction with sales, delivery account teams to ensure appropriate solutions are being identified and implemented
- Active participation with the relevant regional and global collaboration programs to oversee the sharing of best practices, technical knowledge and experience among the ASE community
- Assist in developing business models in a variety of situations that impact customers and Oracle positively
- Provide leadership and direction to the team with coaching and mentoring capabilities
- Appraisal of their directs, setting of realistic measurable objectives and agreed personal development plans
- Ensure Team Utilisation, Expertise Centre Usage and Delivery cost are aligned with agreed targets and anomalies are identified and act upon
- Evangelize the value of Customer Success Services to the customer base and other lines of the Oracle business
- Act as a senior management point for escalation of customer issues
- Ensures the proper technical resource allocation to CSS service
- Understands Oracles and CSS product/solutions portfolio and knows how to win relative to competition.
- Ensure the managers and the team leaders validate and improve the quality of CSS processes and services as agreed by CSS leadership
- Ensure the team contributes to the wider development of services/product development activities/initiatives to contribute to customer success and business generation
- A competitive salary with exciting benefits
- Flexible and remote working so you can do your best work
- Learning and development opportunities to advance your career
- An Employee Assistance Program to support your mental health
- Employee resource groups that champion our diverse communities
- An inclusive culture that celebrates what makes you unique
- Which includes being a United States Affirmative Action Employer