Oracle Hiring for Senior Support Manager, CX Cloud at BENGALURU, India Full Time

Job Identification : 124869

Job Category : Support

Job Locations :

HYDERABAD, TELANGANA, India

BENGALURU, KARNATAKA, India

This opening is for a senior manager, leading a team of highly experienced senior level support engineers. The person may manage remote employees well. 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 of our Oracle CX services. As 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.

CX Cloud Customer Support group is looking for a Senior Manager, Customer Support, who has a passion for delivering superior customer service, has strong analytical and communication skills, innovation, team building and talent developing. You must be well organized and able to multi-task and prioritize in a fast-paced environment, have a Can-Do and infectious positive attitude, be a team player, and thoroughly enjoy the dynamics of a customer service role.

As a first-level manager who has performed technical or professional duties in a support environment, a significant component of your duties will entail gaining knowledge of policies affecting staff and in development of effective management skills.

• Interacts frequently with customers and other managers.

• Establishes and communicates departmental objectives and implements plans to assure attainment of goals.

• Your team is likely to be comprised primarily of technical or other professionals

• Maintain operational excellence and assure performance indicators are exceeded while having a motivated workforce

Role Summary:

Operational management

• Manage a team of individual contributors.

• Ensure proper resource utilization including recruiting, hiring and training; ensure work environment, including equipment and facilities, is sufficient to meet workplan objectives; maintain team scheduling and global coverage if appropriate; gain familiarity with budgeting and exhibit sound fiscal awareness and responsibility.

• Execute Global Customer Support management operating model and consistent business practices including team readiness to support new product releases or functionality, continue to build and evolve knowledgebase; provide input into Product Management/Strategy and Development teams to improve customer product satisfaction and ensure business continuity.

• Lead regular team and direct report meetings, communicate company goals, team goals and define individual objectives.

• Continual monitoring and evaluation of metrics to ensure that team follows the right course of action to meet desired goals.

Strategic Management

• Assist next level manager in setting strategic departmental goals based on company objectives.

• Work with next level manager while learning to do gap analysis and resource planning.

• Partner with next level management to work with global teams on projects and initiatives for process improvements increasing quality and productivity.

• Lead Customer support for CX services globally (CPQ Cloud, Subscription Management Cloud, Enterprise Contracts Cloud, DataFox Cloud) and manage innovative projects to improve the customer experience.

Customer Management

• Committed to the delivery of outstanding service to customers.

• Address customer complaints, respond to critical customer situations decisively, redirect resources as appropriate; maintain ownership of customer escalations until final resolution of customer issue.

• Work with customers proactively through user group meetings or other outreach programs.

Employee management

• Prepare and deliver employee work plans and development plans. Plan and communicate performance appraisals, compensation increases, awards and recognition programs. Approve employee time off requests, overtime requests, timecards and expense reports in accordance with local labor laws and HR policies while staying within budget.

• Encourage employees to self-develop core competencies and technical skills through career planning, coaching, training and creation of applicable development plans.

• Maintain high departmental morale and is focused on retaining talent.

Special Skills

• Proven communication, presentation and negotiation skills through previous interaction with customers and peers.

• Ability to establish and communicate departmental objectives and implement plans to assure attainment of goals.

• Strong leadership abilities and proven success in coaching and mentoring individual contributors.

• Past experience offering solutions and process improvement.

• Familiar with Oracle CX Services and Technology (CPQ Cloud, Subscription Management Cloud or DataFox Cloud are considered a plus)

• Highly committed individual, with passion and desire for team success

Travel

• Less than 10% travel time anticipated. Need to be able to travel for durations up to a couple of weeks at relatively short notice.

Job Requirements

• BS degree (or technical equivalent) is required.

• 10 or more years of relevant technical or professional experience in addition to 3 or more years of experience in a management role

• Minimum 5 years of CX Experience (CPQ Cloud, Subscription Management Cloud or DataFox Cloud are considered a plus). CX certification will be added advantage.

• Understanding of cloud application install, upgrade, patching, customization, Interfaces

• Leads a specialized area which may have diverse functional elements. Frequently interacts with supervisors and/or functional peer group managers. May interact with senior management.

• Platform migrations, upgrade, and technical support experience

• Experience working with top consulting companies

• Understand operation processes and procedures

• Experience managing large teams & working with Global teams

• Managing and completing projects on-time on budget.

• Project portfolio management – Managing multiple technical projects at the same time

• Enhanced communication, writing, follow-ups, and presentation skills

Detailed Description and Job Requirements

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 Oracle CX 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.

As a Senior Support Manager, you will have successfully managed in past assignments for several years, in addition to having been an effective technical or professional contributor. You may also be responsible for one or more functional areas chartered with both staff and customer goals. Overall, you will establish and communicate departmental objectives and implement plans to assure attainment while ensuring proper utilization of resources.

Manages and controls activities in multi-functional areas of sections. Ensures appropriate operational planning is effectively executed to meet business needs. BS (or technical equivalent) is preferred. Five or more years of technical or professional experience in addition to three or more years of experience in a management or other leadership role (preferably in a support environment).

Tentative Start Date: October 15th, 2021

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.

As a first-level manager who has performed technical or professional duties in a support environment, a significant component of your duties will entail gaining knowledge of policies affecting staff and in development of effective management skills. You will interact frequently with customers and other managers. Bottom line, you will establish and communicate departmental objectives and implement plans to assure attainment of goals. Your team is likely to be comprised primarily of technical or other professionals.

Leads a specialized area which may have diverse functional elements. Frequently interacts with supervisors and/or functional peer group managers. May interact with senior management. BS (or technical equivalent). In addition, 5 or more years of technical or professional experience in addition to one or more years of experience in a management or other leadership role (preferably in a support environment).

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.

As a Senior Manager, you will have successfully managed in past assignments for several years, in addition to having been an effective technical or professional contributor. You may also be responsible for one or more functional areas chartered with both staff and customer goals. Overall, you will establish and communicate departmental objectives and implement plans to assure attainment while ensuring proper utilization of resources.

Manages and controls activities in multi-functional areas of sections. Ensures appropriate operational planning is effectively executed to meet business needs. BS (or technical equivalent) is preferred. Five or more years of technical or professional experience in addition to three or more years of experience in a management or other leadership role (preferably in a support environment).

About Us

Innovation starts with inclusion at Oracle. We are committed to creating a workplace where all kinds of people can be themselves and do their best work. It’s when everyone’s voice is heard and valued, that we are inspired to go beyond what’s been done before. That’s why we need people with diverse backgrounds, beliefs, and abilities to help us create the future, and are proud to be an affirmative-action equal opportunity employer.

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