SUPPORT ACCOUNT MANAGER - ORACLE

Organization Overview:
The main focus of the Global Customer Management (GCM) unit is to be consistently recognized as strategic partners enabling customers throughout their evolving lifecycle to maximize the value from their Oracle investment and accelerating achievement of desired business outcomes. The Support Account Manager is responsible for maintaining and growing the strategic business relationship at the customer, being aware of the breadth of Oracle service and license offerings and identifying opportunities that bring the customer’s objectives and Oracle’s solutions together for mutual benefit. A representative of the following organizations can hold the Support Account Manager role: ACS, OD, or Support. 
Primary Focus:
This position represents a significant investment from Oracle in our customer’s success.  By working with our customer as ‘trusted advisor’, this position:
Supports revenue growth through identification of customer objectives and matching those objectives with Oracle Service and product solutions,
Increases customer satisfaction through regular interaction and coordination of delivery for high-quality results.
Is the lead Oracle Support representative responsible across all product lines and all projects.
Acts as ‘customer advocate’ within Oracle to advance the customer’s influence on product strategy and direction as well as Support decisions, and
Provides governance-level guidance to mitigate the risk of our customer’s new and production systems across our various product lines,
Distinguishing Characteristics of Role:
This position plays a key role in Oracle’s relationship with its Enterprise and Named customers.  The role has dual responsibility in maintaining and improving customer satisfaction while also being responsible for growth of consumption within the account therefore increasing the revenue Oracle realizes from the customer. 
The Support Account Manager will be a highly motivated person with business and IT lifecycle skills in addition to well-developed interpersonal skills.  In order to achieve their objectives, establishing and nurturing a ‘trusted advisor’ relationship will be key.  This relationship will be leveraged in order to introduce and influence implementation of best practices within the account, particularly those that can be leveraged to achieve specific strategic goals within the serviced account. 
As the lead contact for the Services organization within the account, the Support Account Manager will be the key intermediary for provision of services to the customer where necessary.  While standard Support protocol should be leveraged, in escalation situations where customer or Oracle executive management is engaged, the Support Account Manager will be responsible for the successful management of issues to resolution.  It will be critical for this position to be aware of ‘for free’ and ‘for fee’ services and apply the appropriate actions.  In this unique ‘trusted advisor’ relationship, the Support Account Manager should generate and take action in opportunities to assist the customer in best practice implementation via ‘for fee’ services provided by Oracle ACS, OnDemand or other Oracle Product or service groups.
Example of Duties:
Account Planning
o    Creates and maintains Account Plan if none exists
o    Creates and maintains Customer Services Plan integrating Customer Management activities supportive to findings of Customer Success Index: Action Plan and Account Team/Customer Business objectives
o    Works with Oracle organizations to build holistic proposal(s) to address mid/long-term customer requirements or where customer is at-risk
o    Creates and maintains Infomentis Influence map
o    Monitors the timely processing of Support invoices and renewal including proactive problem resolution
Communication Plan
o    Creates and cultivates an environment of effective communications by facilitating and participating in communication with customer, xLOB and partners
o    As part of Customer Services Plan, creates and maintains Customer Communication Plan
o    Guides and communicates account activities to all parties engaged in the account.  Specifically responsible for account, Account Team and xLOB updates to ACS, OnDemand, Oracle University and other Customer Services Managers as well as Support management as appropriate.
o    Conducts regular scheduled Service reviews with customer
Customer Insight
o    Proactively positions Customer Service offerings where customer opportunities are discovered or the customer is at risk
o    Provides proactive project oversight to support successful project planning, organization and resources
o    Demonstrates a high level of understanding of Oracle estate/investment, importance of key projects and systems
o    Understands and effectively articulates customer business objectives
o    Understands and effectively articulates customer maintenance lifecycle
§  Where none exists, promotes and assists in the creation of maintenance lifecycle
o    Maintains keen awareness of customer business needs and plans in relationship to Oracle Services
o    Relates assessment model and Oracle Best Practices to customer business goals and objectives
o    Maintains detailed knowledge on the customer organization IT Service Management processes
o    Confirms customer understanding of Oracle processes to streamline interactions with Support
o    Actively identifies customer business issues and presents appropriate Oracle solutions
o    Sits on key customer Governance boards as non-voting member representing Oracle’s products and Services
Situation/Escalation/Problem Management
o    Maintains active project audits and regularly publishes risk assessments
o    Meets with Oracle Support and Development management of mission-critical systems to maintain relationships and knowledge-base of key system and architectural changes
o    Creates, distributes and maintains formal Escalation path documentation and regularly educates the customer on Escalation Best Practices.
o    Proactively resolves problems endangering the timely processing of Support invoices and renewals
Relationship Management
o    Responsible for the establishment and growth of Executive customer relationships in supported IT and business areas.
o    Manages overall Service relationship across product lines and projects, providing Oracle guidance and single-point-of-contact for general queries
o    Builds relationships across Oracle account, Support and product teams to advocate the customer’s mid/long-term requirements
o    Introduces Account Team and Oracle Executives into areas of growth opportunities
o    Actively promotes customer-to-customer and customer-to-Oracle networking opportunities to deepen relationship and value of Oracle investments
o    Leverages relationships to promote customer reference opportunities
Qualifications:
Requires B.A or B.S or equivalent experience.  MS in Computer Science, MBA or advanced degree desirable
Extensive software experience in customer service, software implementation, project management and/or implementation management experience.
Significant customer-facing internal/external consultative experience
Experience influencing lines of business outside one’s own
Negotiation experience
IT Business experience
Knowledge of effective support infrastructure
Strong customer-facing communication and presentation skills
Ability to work as an Individual Contributor in a self-motivated fashion
Proven ability to deal regularly with Senior customer management
Must be prepared to work at geographically-dispersed customer locations as required
Must have strong time-management skills
Demonstrated experience with Enterprise-level package solutions or the use of technology in a business context
Competency Requirements:
Business
Business Development
o    Skill level: Skilled
o    Builds and maintains constructive customer relationships.
o    Obtains first-hand customer information and uses it to drive demand for current Oracle offerings.
o    Maintains a keen awareness of customers' ongoing business issues, and the impact that Oracle's products/services could make on their effectiveness/efficiency.
o    Follows through and acts on such opportunities.
Customer Needs Analysis
o    Skill level: Advanced
o    Displays sound knowledge of customer's business environment.
o    Identifies customer needs by thoroughly interviewing and probing key contacts.
o    Focuses on defining the customer’s need in order to drive business.
Consulting
Client Management
o    Skill level: Skilled
o    Develops an understanding of the client's business performance and economic health.
o    Focuses on Oracle solution offerings appropriate to the client's current, most important, or high-impact needs within the scope of the assignment.
o    Clearly understands client expectations and their perceived risks, and monitors client satisfaction.
o    Keeps track of the client's decision-making stages and utilizes the best available resources (Oracle's and/or the client's) to achieve intermediate term goals of the engagement.
o    Pursues client referenceability through personal credibility and building the client's confidence that they receive appropriate attention and the best solutions from Oracle.
Managerial
Leadership
o    Skill level: Skilled
o    Commands the attention and respect of others, motivating them to align their actions with the larger organizational goals.
o    Considered a role model by immediate team members.
o    Clarifies scope of delegated authority and responsibility 
Professional
Building Relationships      
o    Skill level: Advanced
o    Establishes strong and broad professional relationships
o    Easily builds networks and rapport with diverse groups and collaborates cross-functionally
Customer Focus
o    Skill level: Skilled
o    Works collaboratively with customers to determine their needs and identify appropriate solutions
o    Ensures that customers and decision makers are influenced.
Influencing and Negotiating
o    Skill level: Advanced
o    Identifies others' needs and personal styles and links own views or position to those interests, desires, or goals to actively influence outcomes.
o    Generates creative solutions in such a way that others choose to change their perceptions
Innovation
o    Skill level Skilled
o    Develops creative and non-traditional ideas to improve personal and team effectiveness.
o    Identifies opportunities for new or improved products, processes, or systems
Organizational Awareness
o    Skill level: Skilled
o    Considers the impact of decisions/actions beyond the boundaries of own organization/team.
o    Influences key people to support the achievement of team and line of business goals.
o    Builds networks of contacts that can help in attaining goals.
Decision Making
o    Skill level: Skilled
o    Makes balanced and timely decisions with incomplete information.
o    Evaluates a number of different options and demonstrates the capacity to anticipate problems.
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).
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