Job DescriptionDrive maximum adoption of Oracle solution and drive product expansion opportunities via high value relationship with the client.As part of the Energy and Water SaaS team, a Service Delivery Manager forges a ‘trusted advisor’ relationship with assigned accounts to cultivate customer success. This role is committed to ensuring that customers move positively through the customer lifecycle and that they receive the support they need to achieve their business & operational objectives. This is a key, customer-facing role within the Energy and Water SaaS team and requires a dedicated professional with an exceptional ability to lead customer relationships. The Job duties are varied and complex applying independent judgment.The portfolio of products we support for this role will be Cloud Customer Relationship (Service, Sales), Meter Data Management, and Billing solutions as a few examplesWhat you'll do
Develop a long-term relationship with our clients to advise them effectively along their Oracle SaaS journey
Maintain a high level of client satisfaction through listening, observing, and forecasting customer opportunities, needs or problems
Drive adoption of Oracle Energy & Water SaaS solutions, helping them be successful by realizing the full value of their investment with new features, new technology, new innovations
Support customers through successful implementations and post release SaaS upgrades
Identify and promote expansion opportunities via your knowledge & relationship with the client
Act as the liaison between our clients and various collaborators, demonstrating capabilities of other teams to the benefit of the customer
Ensure client continues their contractual relationship with Oracle, and renews/expands their services
Communicate effectively at executive levels with customers, partners, and internally
Balance & organize effectively in supporting multiple customers
Advance issues effectively and with a calm sense of urgency
Contribute to assigned side projects designed to move the organization forward.
Support development of content, tools, processes and activities performed by the SDM organization
As the SaaS customer’s central point of contact, the Service Delivery Manager orchestrates services across commercial management, adoption and transformation to ensure that the customer is set up for success.You thrive on working in a fast-paced, exciting environment. Ensuring that our customers realize their objectives and business transformation goals is your key motivation. With strong problem-solving skills and organizational awareness, you can intervene where needed to ensure that any roadblocks to customer success are removed as efficiently as possible.
Onboarding customers and establishing customer relationships
Communicating the Oracle vision and high level product roadmap
Guiding customer success via a thorough understanding of your customers’ business priorities, KPI’s/metrics, and desired outcomes
Supporting account planning processes and internal account reviews
Reporting on Availability and other key metrics
Effective responsiveness as the primary issue point for the customer
Contract administration and compliance
Coordinate application and infrastructure SaaS outage/release management with customers
Reporting to the Customer root cause analysis of outages
Support expansion opportunities
Co-ordinating core product demos and best practice guidance
Collaborating with Sales to produce renewal plans and assisting in the renewal process
Advocating for product enhancements on behalf of customers
What you will bring
At least 7 years of professional experience in enterprise software and account management
You have experience in direct customer facing or consulting roles at a senior level
You are an excellent communicator who understands technical concepts
You can translate complex and technical topics across a wide range of audiences in an engaging and succinct manner
You have demonstrated success working directly with clients, including building senior level relationships
Skilled at relationship management
Excellent speaking and presentation skills
Strong time management skills and self-motivated
Strong strategic and analytical thinking skills
Experience working with cross-functional, enterprise-wide teams and collaborating to find solutions
Demonstrated resourcefulness, motivation, and initiative
High energy and stamina to perform consistently in a very demanding environment.
Experience working with utilities (gas, water or electric) customers or billing software would be a big plus
What we will offer you
A competitive salary with exciting benefits Learning and development opportunities to advance your career An Employee Assistance Program to support your mental health Employee resource groups that champion our diverse communities Core benefits such as life insurance, and access to retirement planning An inclusive culture that celebrates what makes you unique
At Oracle, we don’t just respect differences—we celebrate them. We believe that innovation starts with inclusion and to create the future we need people with diverse backgrounds, perspectives, and abilities. That’s why we’re committed to creating a workplace where all kinds of people 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. https://www.oracle.com/corporate/careers/diversity-inclusion/Career Level - IC4#LI-REMOTE#LI-ND1ResponsibilitiesDevelop long term partnership with our clients to ensure they remain successful by realizing the full value of their investment with us to ensure client continues/replenish/renews contract with Oracle. Responsible for maintaining a high level of client satisfaction by being a liaison between our clients and Oracle's internal operations. Identify product expansion/up sell opportunities. Work with larger clients. Provide input into the CSM methodology and direction. Act as mentor to newer CSMs on a voluntary basis.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 stated locations onlyUS: Hiring Range: from $43.99 to $85.67 per hour; from $91,500 to $178,200 per annum. May be eligible for equity. Eligible for commission with an estimated pay mix of 60/40 - 90/10.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 US offers a comprehensive benefits package which includes the following:
Medical, dental, and vision insurance, including expert medical opinion
Short term disability and long term disability
Life insurance and AD&D
Supplemental life insurance (Employee/Spouse/Child)
Health care and dependent care Flexible Spending Accounts
Pre-tax commuter and parking benefits
401(k) Savings and Investment Plan with company match
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.
11 paid holidays
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.
Paid parental leave
Adoption assistance
Employee Stock Purchase Plan
Financial planning and group legal
Voluntary benefits including auto, homeowner and pet insurance
About UsAs a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.Disclaimer: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, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law. Which includes being a United States Affirmative Action Employer