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Job Description

Drive maximum adoption of Oracle solution and drive product expansion opportunities via high value relationship with the client.

As part of the Energy and Water SaaS team, a Service Delivery Manager forges a ‘trusted advisor’ relationship with assigned accounts to cultivate customer success. This role is committed to ensuring that customers move positively through the customer lifecycle and that they receive the support they need to achieve their business & operational objectives. This is a key, customer-facing role within the Energy and Water SaaS team and requires a dedicated professional with an exceptional ability to manage customer relationships. The Job duties are varied and complex utilizing independent judgment.

What you'll do

• Develop a long-term relationship with our clients to advise them effectively along their Oracle SaaS journey

• Maintain a high level of client satisfaction through listening, observing, and forecasting customer opportunities, needs or problems

• Drive adoption of Oracle Energy & Water SaaS solutions, helping them be successful by realizing the full value of their investment with new features, new technology, new innovations

• Support customers through successful implementations and post go-live SaaS upgrades

• Identify and promote expansion opportunities via your knowledge & relationship with the client

• Act as the liaison between our clients and various stakeholders, leveraging capabilities of other teams to the benefit of the customer

• Ensure client continues their contractual relationship with Oracle, and renews/expands their services

• Communicate effectively at executive levels with customers, partners, and internally

• Balance & organize effectively in supporting multiple customers

• Escalate issues effectively and with a calm sense of urgency

• Contribute to assigned side projects designed to move the organization forward.

• Support development of content, tools, processes and activities performed by the SDM organization

As the SaaS customer’s central point of contact, the Service Delivery Manager orchestrates services across commercial management, adoption and transformation to ensure that the customer is set up for success.

You thrive on working in a fast-paced, exciting environment. Ensuring that our customers realize their objectives and business transformation goals is your key motivation. With strong problem-solving skills and organizational awareness, you can intervene where needed to ensure that any roadblocks to customer success are removed as efficiently as possible.

• Onboarding customers and establishing customer relationships

• Communicating the Oracle vision and high level product roadmap

• Guiding customer success via a thorough understanding of your customers’ business priorities, KPI’s/metrics, and desired outcomes

• Supporting account planning processes and internal account reviews

• Reporting on Availability and other key metrics

• Effective responsiveness as the primary escalation point for the customer

• Contract administration and compliance

• Coordinate application and infrastructure SaaS outage/release management with customers

• Reporting to the Customer root cause analysis of outages

• Support expansion opportunities

• Co-ordinating core product demos and best practice guidance

• Collaborating with Sales to produce renewal plans and assisting in the renewal process

• Advocating for product enhancements on behalf of customers

What you will bring

• At least 7 years of professional experience in enterprise software and account management

• You have experience in direct customer facing or consulting roles at a senior level

• You are an excellent communicator who understands technical concepts

• You can translate complex and technical topics across a wide range of audiences in an engaging and succinct manner

• You have demonstrated success working directly with clients, including building senior level relationships

• Skilled at relationship management

• Excellent speaking and presentation skills

• Strong time management skills and self-motivated

• Strong strategic and analytical thinking skills

• Experience working with cross-functional, enterprise-wide teams and collaborating to find solutions

• Demonstrated resourcefulness, motivation, and initiative

• High energy and stamina to perform consistently in a very demanding environment.

What we will offer you

• A competitive salary with exciting benefits 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 Core benefits such as life insurance, and access to retirement planning An inclusive culture that celebrates what makes you unique

At Oracle, we don’t just respect differences—we celebrate them. We believe that innovation starts with inclusion and to create the future we need people with diverse backgrounds, perspectives, and abilities. That’s why we’re committed to creating a workplace where all kinds of people can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before. https://www.oracle.com/corporate/careers/diversity-inclusion/

Career Level - IC4

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Responsibilities

Develop long term partnership with our clients to ensure they remain successful by realizing the full value of their investment with us to ensure client continues/replenish/renews contract with Oracle. Responsible for maintaining a high level of client satisfaction by being a liaison between our clients and Oracle's internal operations. Identify product expansion/up sell opportunities. Work with larger clients. Provide input into the CSM methodology and direction. Act as mentor to newer CSMs on a voluntary basis.

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

Disclaimer:

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.

* Which includes being a United States Affirmative Action Employer