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Oracle Oracle HCM/ERP Customer Success Director - ACS (REMOTE) in Sacramento, California

Job Description

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 Sr. Principal Support Engineer, you will be utilized as the "proactive" technical support, business solution implementation and risk manager to assure the highest level of customer satisfaction. You will create/contribute to automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. This position is regarded by Oracle, our partners, and our customers as the technical support expert in Oracle product usage in complex, open systems implementation environments.

Provide leadership and expertise in the development of new products/services/processes, frequently operating at the leading edge of technology. 12 years experience with Core products or 12 years experience with Applications products; technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle).


Oracle HCM/ERP Customer Success Director - ACS

Location: Telecommuting / remote from within the US

A seasoned leader who will be responsible for success of critical ACS customers that leverage ACS day 2 services to manage SaaS, PaaS for SaaS extensions. The person will be responsible to ensure key initiatives driven for customers are being managed on a day-to-day basis working across account team, Operations, support, and delivery.

Essential Duties and Responsibilities

  • Collaborate with the Account Management team, relevant TAM’s, and broader account team to develop and deliver an overall account strategy and plan for the customer.

  • Develop and maintain a continuous close relationship with the relevant Key customer contacts throughout the customer lifecycle.

  • Facilitate relationships across various customer teams, brands, and/or departments to further strengthen Oracle’s partnership with customers.

  • Regularly provide visibility of account at an executive level both internally and externally, defining progress against customers’ business objectives; any metrics that define success to the customer (ROI); and identifying risks and appropriate mitigations.

  • Deliver regular business reviews and success plans to senior executives and key business stakeholders.

  • Coordinate cross pillar activities across the account to ensure significant milestones for your customer such as upgrades, new releases and new features are managed effectively and with no adverse impact on co-existing pillars and identifying lessons learned for future milestones within or across pillar.

  • Collaborate with the TAM to engage and understand the customers cloud strategy to guide the customer by providing resources that can assist their strategic business direction and aligning across pillar.

  • Develop a strong relationship with the senior leadership in your customer on a technical and business level.

  • Understand the value of the internal Oracle processes and tools available to assist your search for answers and for pro-active planning.

  • Build C-level relationship with customer executives and help them to design change management programs to expedite users Cloud adoption

  • Be the customers strategic expert to share industry trends, best practices, competitive insights and product roadmap

  • Own & drive enablement ACS initiatives for ERP / EPM / SCM and HCM Cloud solutions

  • Manage relationships and participate in business reviews with regional product sales leaders

Essential Background

  • Experience in a customer facing role involving cloud based/SaaS technology with collaboration of senior stakeholders.

  • Knowledge of ERP/HCM SaaS, PaaS services

  • Proven ability to handle complex projects with multiple internal and external stakeholders.

  • Proven ability to develop and cultivate lasting customer relationships with limited resources.

  • Able to travel up to 25% of the time.

Essential Skills & Abilities

  • Project management and delivery including effective risk management skills.

  • Pro-active commercial acumen.

  • Leadership and effective influencing skills.

  • Written and verbally communicate a complex message in a simplistic way.

  • Team working and collaboration.

  • Resilient, managing pressured situations effectively.

  • Confident and engaging presentation skills, personable, positive, approachable & tenacious with effective objection handling skills.

  • Extremely diligent & succinct organization & communication skills.

  • Strong desire to learn and develop personally.

  • Strong time management work ethic and focus on delivery.

  • Mirroring & ability to engage and be engaging at all levels.

*This position is not eligible for sponsorship*


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.

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, age, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.