To administer and develop a Managed Cloud Services (MCS) relationship with specific account(s) during engagement against contractual deliverables and commercial advertising. To operate at a senior level within the client, be the client’s trusted advisor, in order to help the client increase their investment in Oracle and their representation across the broader Oracle organization. To achieve a high degree of satisfaction and reference capacity, to protect and enhance Advances Customer Services (ACS) revenue streams
Job title
Responsibilities:
– Achieving high levels of customer satisfaction
– Create the account(s) as a referable customer
– Managing the client according to the contract
– Manage delivery sharing as defined by MCS tools and processes, including creation and maintenance of accurate service documentation
Coordinate the resources required to provide the service to the assigned client(s).
Ensure and improve the high quality of MCS service.
Manage contract commercials, ensuring margin maintenance and developing plans for margin improvement where required
Manage the commercial aspects of the contract such as discounts, storage costs, work packages, etc.
Assist in the renewal of MCS contracts and contribute to pre-sales activities
Develop strategic relationships with senior members such as CIO, CTO of the Customer Management team.
Represent the customer at Oracle and act as their advocate
Develop relationships between the team or third party, and work with these teams in providing comprehensive service to the customer
Develop and maintain relationships with senior management across Oracle business lines within assigned account(s)
Advise the account on the most effective and efficient way to use Oracle services and products
Create and communicate Oracle’s scope of services within the account(s) and identify potential sales opportunities
Identify additional opportunities for clients to engage with Oracle, such as the Special Interest Group (SIG) and the Oracle Customer Advisory Board (OCAB) as well as other technical and business events.
Create a project plan for each project that fully reflects MCS requirements
– Communicate the plan and obtain customer and third party approval
– Leading the implementation of the project plan
Monitor and report on progress against the project plan
Responsibilities:
– Customer satisfaction and reference ability for MCS service/contract
– The commercial aspects of holding MCS, especially the margin
Monitor support service efforts and report on agreed budget(s)
Delivery of MCS service components and supporting documentation, especially 52-week plans, and account reviews
Create and maintain accurate customer information using customer intelligence tools
Produce project scope objectives and approaches that define project management processes
Create and manage business plan, key deliverables, required resources, roles, responsibilities, risks, issues and dependencies in accordance with MCS standards
Produce regular and accurate progress reports
Work with other Oracle business lines to create and maintain an account plan for each related account(s).
Work in line with Oracle’s business processes and procedures
qualifications:
– Proven and significant experience in the IT industry
Previous implementation experience preferred for outsourcing/MCS or implementation
– Proven track record of building strategic relationships and delivering high levels of customer service
Demonstrated experience providing service daily, this must be in the current role
Previous experience working in a virtual team and taking a leadership role for this team
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