The successful applicant should have strong experience in managed services (Day 2 support) projects, either as an individual contributor or a lead subject matter expert within the Human Capital Management (HCM) product pillar, with end-to-end visibility of the Hire-to-Retire cycle. The candidate should be well versed in AI for SaaS applications. Prior exposure to hybrid cloud environments, SaaS support, or production support experience will be an added advantage.
Responsibilities include delivering excellence in customer service support, service management, and project governance. The focus of this role is to provide functional-level customer support and to drive complete resolution of customer-reported issues in collaboration with a dedicated pool of onsite and remote delivery engineers. The role requires the ability to review solution designs and Root Cause Analysis (RCA) documentation. Key skills applied daily include strong functional expertise, Oracle SaaS product and services knowledge, problem management, and customer interaction and service delivery skills.
The role demands strong customer engagement at all levels and a service-oriented mindset to understand critical customer situations, provide appropriate responses, mobilize organizational resources, and set realistic expectations. Strong executive communication and presentation skills, solid operations management capabilities, and an innovation mindset are required to continuously improve processes using relevant methods, tools, and utilities. The candidate should also be able to lead executive-level quarterly business reviews to demonstrate business value and contribute to sales and presales activities through up-sell opportunities.
A strong learning orientation is essential to stay current with emerging business models, processes, application solutions, product features, and technology advancements, and to apply this knowledge to deliver ongoing value to customers. High flexibility is required to remain agile in a fast-changing business and organizational environment.
Requirements
- This role is open only to Singapore Citizens, as the scope of work involves government projects that require citizenship for clearance purposes.
- This role will involve the successful applicant working on government projects which may require security clearance being obtained and maintained as a condition of employment. Candidates applying for this role must be willing to provide necessary personal details for the application and maintenance of necessary security clearance.
Experience
- Develop and Manage the Oracle Customer Relationships by forming long term customer relationships with key customer contacts. Work is non-routine and complex, involving the application of advanced technical/business skills in area of specialization. Provides direction and mentoring to more junior team members. Understand customer's industry drivers, organization structure and key stakeholders, key projects and goals, and critical success factors as well as technical infrastructure and roadmap.
- Work collaboratively with sales, the delivery teams and customers to identify appropriate solutions.
- Coordinate delivery of Oracle Services, operating as the primary delivery contact to the customer, aiding and facilitating customer communications and activities across other Oracle lines of business.
- Responsible for delivering to the contracted terms, effective and efficient use of Oracle delivery resources, achieving the contract margin and revenue objectives.
- Identify and submit delivery leads for new opportunities and contract renewals.
- Act as a point of contact for any major incidents, responsible for managing communication and customer expectations through resolution.
- Establish and maintain a delivery governance model with the customer at the management and executive levels.
- Perform scope and risk management.
- Contribute to initiatives for Oracle delivery organizational process improvement and tool development.
- Conduct periodic Service Account Planning and Account Reviews.
- Responsibilities include providing excellence in Customer service support, management and project governance. The focus of this position is to provide Customer Service on a functional level and to ultimately drive complete and total resolution of each issue reported by customer along with the dedicated pool of delivery engineers onsite/remote. Should be able to review the solution design and Root Cause Analysis documentation. The key skills used on a daily basis are - high level of Functional skills, Oracle SaaS product & services knowledge, problem management and customer interaction/service expertise.
- Strong Customer interactions at every level and service orientation so that you can understand customer's critical situations and accordingly provide the response, and mobilize the organizational resources, while setting realistic expectations to customers. Strong executive communication, presentation skills, good operations management and innovation orientation so you can continually improve the processes using methods, tools and utilities, lastly able to hold executive level quarterly business reviews to showcase the business value, contribute to Sales/presales with up-sell opportunities
- Strong learning orientation so that you keep abreast of the emerging business models/processes, applications product solutions, product features, technology features and use this learning to deliver value to customers on a daily basis. High flexibility so you remain agile in a fast-changing business and organizational environment.
