Advanced Customer Service Support Director Job at Oracle Corporation

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Job Title: Adv Customer Service Support Director

Location: Multiple Locations  

Employer: Oracle Corporation

Job: IRC2302117

Organization Name: Systems Support

Department Description       

For Austria: We offer a competitive compensation based on your qualification and experience. And to fulfill local legal requirements we inform you that the minimum income acc to the collective agreement is 47180 gross p.a."

For UK: Location: Flexible location; and A competitive salary is offered  

In order to drive an effective customer-centric business, a key focus of that business must be to drive Customer Experience uniformly across the direct and indirect channels. As leader of the EMEA Strategic Partners & Programs team, this role isresponsible for driving all programs that impact the EMEA Service Deliveryteam's ability to develop and maintain a world-class customer experience forall customers & partners across EMEA regardless of the coverage model.

This role will develop and drive a recurring and uniform revenue stream across EMEA and ensure it is uniform across all Systems Support regions.

The EMEA StrategicPartners & Programs role will focus on both the direct and indirect perspective.  

From a direct perspective,this role will:

•   Drive the development and execution of programmes focused on transforming an organisation that is currently technology-centric into one that is business focused and customer-centric.

•   This will include the execution of programmes to change the 'hearts & minds' of the existing organisation in conjunction with EMEA Systems Support Management's strategy.

•   As leader of a cross-functional SWATor Tiger team, including 'hard-line' and 'dotted line' reports, this role will work directly within the regional teams to ensure Best Practices are followedand a world-class customer experience is delivered.

From an indirect perspective, this role will ensure the same:

•   Best Practices are deployed toPartners to enable the delivery of the same world-class Customer Experience toall indirect customers.

•   Work with a cross-functional team,inclusive of all existing Alliance, Partner, and Channel teams, to develop newand/or revise existing policies and processes across all EMEA regions,including working with regional leaders and existing Partner-specific teammembers within Systems Support to refine existing processes, Partner vettingand on-boarding policies, and the development of Rules of Engagement to enablevarious partner types (e.g., OEM's, VAR's, VAD's, etc.) to be successful andtherefore drive Customer Satisfaction across EMEA.

•   Working with EMEA Systems Support management, this role is responsible for executing the Service Delivery Partnerstrategy across EMEA in close collaboration with the other business units.

This role acts as the primary business contact for SystemsSupport Partners of all types across EMEA, inclusive of all relationships,Service Delivery, post-Sales, and Training activities as well as enquiriescoming from the existing Partner network. Additionally, this role will manageand ensure the smooth operation of System Support components of the PartnerProgram, including ad hoc Service Delivery management to existing OEM's, VAR's,VAD's, etc.  The leader of EMEA StrategicPartners & Programs will work in tandem with regional efforts in 'countriesto ensure smooth partner on-boarding, the mitigation of channel conflict, andthe proper movement and flow of equipment through the channel.

As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).

Brief Description:

•   As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs.

•   This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services.

•   A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

Detailed Description:

•   The Premium Support Director successfully manages relationships which affect employees within the organization and the customer base.

•   You will routinely make decisions which can significantly impact Oracle*s business relationships, revenue opportunities, and the division"s overall goal attainment.

•   An employee in this position establishes and communicates organizational objectives and implements plans to assure attainment.

•   Of the more day-to-day activities, you will ensure proper utilization of resources and provide justification for additional resource requests.

•   Most importantly, a successful Director is expected to be totally committed to the delivery of outstanding support and service to customers.

Job Requirements:

•   Assists in the development of short, medium, and long term plans to achieve strategic objectives.

•   Regularly interacts across functional areas with senior management or executives to ensure unit objectives are met.

•   A graduate degree in a related technical or professional area is preferred.

•   Five or more years of technical or professional experience is preferred with six years of management experience (preferably in a support environment).

•   In addition, proven track record of excellent problem solving and analytical skills, and excellent communication skills, while projecting a positive, professional image.

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Source: Advanced Customer Service Support Director Job at Oracle Corporation