Oracle

Director, CSS Global SaaS & Apps Delivery, India

Posted On

April 9, 2024

Location

Mumbai, Maharashtra

Experience Level

Professional

Job Type

Permanent

Apply By

Oct. 6, 2024

Job Description

Leadership and management of delivery team responsible for providing customers with the guidance and support needed throughout the full life cycle of implementation to ensure successful and most effective use of Oracle’s products. Responsibilities may be defined by named accounts, geography, product/solutions, or some combination thereof. Recruits, retains, develops, coaches, motivates, and generally manages multiple Account Management and/or Technical delivery resources to attain/exceed defined customer objectives. Responsible for driving a high degree of satisfaction with Oracle's products and related implementation services and ensuring referenceability for continued profitable revenue streams over the long term.

Scope

Accountable for customer success outcomes and satisfaction through direction of technical delivery resources.
Engage customers by being accountable for identified designated region, 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 development/improvement activities/initiative
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 Regional CSS management team, with shared accountability for technical capability throughout JAPAC
Develop strong relationships with Oracle XLOB, partner organizations and other third parties as required to extend, in a flexible way, CSS delivery capacity

Responsibilities

Be responsible for the successful technical delivery of CSS contracts into designated customer accounts within identified country/region, covering Apps/SaaS Pillars
Act as a senior management point for partner concern of customer issues
Regular interaction with sales, delivery account teams to ensure appropriate and sufficient communications, status, risk, governance
Assist in developing business models in a variety of situations that impact customers and Oracle positively
Ensure Team Utilisation 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
Understands Oracles and CSS product/solutions portfolio and knows how to win relative to competition.
Provide leadership and direction to the team with coaching and mentoring capabilities
Appraisal of directs and setting of realistic measurable objectives and agreed personal development plans
Act to validate and improve the quality of CSS processes and services as agreed by CSS leadership
Active participation with the relevant regional and global collaboration programs to oversee the sharing of standard methodologies, technical knowledge and experience among the GDSA community
Ensure the team contributes to the wider development of services/product development activities/initiatives to contribute to customer success and business generation

Career Level - M4

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