What you will do

Lead and develop a team of technical subject matter experts, functional consultants and developers , responsible for working with customers to give the guidance and support the operation of Apps&SaaS, delivering services that drive customer success and innovation. Being an active contributor in the CSS Business and Portfolio development.

You will be measured on Customer satisfaction (internal and external customers), retention and growth, team utilisation, team development and retention, Practice development and XLOB collaboration including Product Management, Customer Success Leadership and Product Support, Consulting.

Thrive in this crucial role!

Scope

• 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

Responsibilities

• 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, global centers 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

Key Strategic Deliverables:

• Driving Growth (enhance delivery capabilities, identify new opportunities, reduce expenses)
• Innovation (New Services, Process automation, New Tools, Product innovation, Build Competency).
• Enhance Visibility (Customer visibility, internal visibility).
• People Focus (Career development, Performance management)
• Operational Excellence (24x7 Operations, Fixed Scope services, Quality improvement)
• Achieve Revenue target.
• Achieve margin % target.

Measurements

Achieve quantitative objectives. The main KPIs for the role are:

• Team Utilization %
• Global Centers contribution %
• Staff development and retention