Principal Cloud Engagement and Experience Manager

at Oracle in Boise, Idaho, United States

Job Description

Oracle is changing the cloud industry and has built the most modern, performance focused, and resilient cloud offering in the market today. We seek your cloud expertise to deliver a game changing cloud experience to our customers. You will be responsible for engaging directly with the customer and internal Oracle teams on Major Incidents, Reporting, Change Management, and other Support and Operations related activities.

You will have the opportunity to help shape the cloud product and influence the adoption and usage patterns among top Oracle customers. You should have a demonstrated ability to think strategically about business, create technical definition around customer objectives in complex situations, develop solution strategies, motivate, and mobilize resources, and deliver results.

If you are a change agent who can dream big and inspire customers - we want to meet you!

Responsibilities

Job Responsibilities

+ 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 OCI products.

+ Deliver regular service delivery reviews to assigned customers, along with recommendations for improvements to align with best practices.

+ Act as the primary liaison between Oracle, the customer, and other involved parties. Serve as Oracle's support/services lead to the customer and provide business process, application functionality, technology, and implementation expertise by delivering a combination of business analysis, technical consulting and project management skills.

+ Responsible for escalating issues across multiple business units within Oracle (e.g. technical support, engineering, operations, etc.) and coordinating resources as necessary to resolve problems.

+ Collaborate daily with team members from EMEA, APAC, and North America.

+ Job duties are varied and complex, utilizing independent judgment.

+ 5 - 10 years of professional Information Systems experience, preferably in global and diverse organizations.

Job Requirements

+ Develop and manage the Oracle support relationship with a designated large account, or small number of medium accounts, throughout the Engagement and to maximize the customers' use of support services, drive high degree of satisfaction.

+ Background in technical operations and/or support is required.

+ Understanding of cloud technology and infrastructure services. Deep knowledge of cloud fundamentals (e.g. Networking, Compute, Storage, or Identity) strongly preferred.

+ Represent the customer as a single point of contact within Oracle.

+ Manage the support and operations engagement as defined by the customer requirements.

+ Develop and maintain relationships with senior management across lines of business and third parties. This role has visibility to senior OCI support, resiliency, availability, and planning executives.

+ Participate in on call rotations for customer escalations and technical incidents, with a focus on customer communications.

+ Drive the creation of customer facing root cause analysis documents, including development, approvals and customer delivery.

+ Plan and deploy support and operational activities to ensure effective delivery.

+ Advise the account on effective and efficient ways to use Oracle support services.

+ Engage directly with the customer and internal Oracle teams on major incidents, reporting, change management, and other support and operations related activities.

Detailed Description and Job Requirements

+ Put the customer first. Drive high degree of customer satisfaction and protect and enhance revenue streams. We strive to ensure OCI's top customers are willing to provide public references.

+ Leading contributor, individually and as a team member, providing direction and mentoring to others.

+ Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization.

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the United States only

Hiring Range: from $87,600 to $199,500 per annum. May be eligible for bonus and equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle offers a comprehensive benefits package which includes the following:

1. Medical, dental, and vision insurance, including expert medical opinion

2. Short term disability and long term disability

3. Life insurance and AD&D

4. Supplemental life insurance (Employee/Spouse/Child)

5. Health care and dependent care Flexible Spending Accounts

6. Pre-tax commuter and parking benefits

7. 401(k) Savings and Investment Plan with company match

8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.

9. 11 paid holidays

10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.

11. Paid parental leave

12. Adoption assistance

13. Employee Stock Purchase Plan

14. Financial planning and group legal

15. Voluntary benefits including auto, homeowner and pet insurance

About Us

An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.

In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.

Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.

At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions.

That's why we're committed to creating a workforce where all individuals can do their best work. It's when everyone's voice is heard and valued that we're inspired to go beyond what's been done before.

Oracle is an Equal Employment Opportunity Employer * . All