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Oracle

Bilingual Strategic Client Service Manager

Canada
Details
Bilingual Strategic Client Service Manager - 22000C50 Applicants are required to read, write, and speak the following languages : English, French

Preferred Qualifications

This is a leadership role, responsible for providing Oracle’s strategic customers with the guidance and support needed to ensure successful, and effective use of Oracle’s products and services. The Strategic Client Service Director will drive a high degree of satisfaction, referenceability and protect/enhance revenue streams with their assigned customers. He or she will advocate for the customer and become a trusted advisor aligning with customer stakeholders up to and including C-Level. They will coordinate activities with the Strategic Client Director and other Oracle stakeholders to support implementation of Oracle’s account strategy for the customer.

Responsibilities

  • Build significant long-term relationships with key customer contacts.
  • Have a thorough understanding of the customer’s Oracle landscape and work collaboratively with the Strategic Client Director, Sales, Oracle Support, Oracle Development and Cloud Operations to ensure the best solutions and outcomes for the customer.
  • Ensure that customer and Oracle are aligned and prepared to manage reactive situations such as incidents and escalated problems.
  • Drive Support Services recommendation implementation across the customer’s Oracle landscape by working with customer stakeholders to ensure appropriate level of sponsorship and prioritization.
  • Participate in periodic Account Planning and Account Reviews, track and communicate status on complex projects including risk identification and mitigation recommendations.
  • Maintain detailed knowledge and demonstrated execution of Oracle support services and cloud operations.
  • Work is non-routine and complex, involving the application of advanced technical/business skills in area of specialization.

Skills

  • Understand the customer's industry, as well as its technical and infrastructure environment, and translate it into Oracle solutions
  • Subject Matter expertise in industry or key Oracle product(s)
  • Excellent communication and presentation skills; able to communicate and present at Exec C-Level
  • Strong business acumen – entrepreneurial approach
  • Strong networking and relationship building
  • Ability to lead & influence a geographically dispersed team without direct reporting lines at times
  • Expected travel 25 -50% of time

Qualifications

  • 10 and higher years of experience in senior positions of professional Enterprise implementation experience, IT Service management, Program management or Account Management experience
  • Demonstrated strong competency of interpersonal skills, team leadership, business acumen, relationship building and conflict management
  • Demonstrated expertise in large (multi-site or international) transformation projects
  • Experience working Globally with delivery and customer teams is preferred

Education

  • Bachelor’s degree or equivalent required, Master’s degree preferred
  • ITIL, PMP, Prince2 or equivalent certification preferred

Location: Remote position in Montreal.

Responsable des services clients stratégiques

Il s’agit d’un poste de direction. Son titulaire conseille et soutient nos clients stratégiques, de sorte qu’ils utilisent nos produits et services le plus efficacement possible. Le responsable des services clients stratégiques maximise la satisfaction et les possibilités de références des clients, puis préserve et améliore leurs sources de revenus. Il défend les intérêts et est le conseiller de confiance de l’organisation cliente, de concert avec ses représentants (y compris la direction). De concert avec le directeur des services clients stratégiques et d’autres intervenants d’Oracle, le responsable coordonne les activités de stratégie de compte client.

Responsabilités

  • Établir des relations à long terme significatives avec les personnes-ressources clés de l’organisation cliente.
  • Très bien comprendre l’environnement Oracle du client et collaborer avec le directeur des services clients stratégiques ainsi que d’autres collègues Oracle des ventes, du soutien, du développement et des opérations infonuagiques, pour fournir les meilleures solutions et assurer les meilleurs résultats.
  • S’assurer que le client et Oracle puissent réagir de manière coordonnée à toute situation critique, notamment en matière d’escalade de problèmes.
  • Favoriser la mise en œuvre des recommandations du Soutien Oracle, de concert avec les intervenants-clients, afin d’assurer un niveau approprié de parrainage et d’établissement des priorités.
  • Participer à des activités périodiques de planification et d’évaluation de comptes; faire le suivi de projets complexes et en faire connaître l’avancement, y compris en matière de recommandations de repérage et d’atténuation des risques.
  • Connaître en détail les services de soutien et les opérations infonuagiques Oracle, notamment en matière d’exécution.
  • Accomplir des tâches complexes qui exigent de solides compétences techniques et commerciales, dans cette spécialisation.

Compétences

  • Bien comprendre le domaine du client, ainsi que son environnement technique et d’infrastructure, puis y appliquer des solutions Oracle.
  • Avoir une expertise du domaine ou des principaux produits Oracle.
  • Posséder d’excellentes aptitudes aux communications et à la présentation, notamment auprès de la direction.
  • Avoir un très bon sens des affaires et privilégier une approche entrepreneuriale.
  • Être doué en réseautage et en création de liens.
  • Diriger une équipe dont les membres sont dispersés, parfois sans rapports directs.
  • Se déplacer de 25 à 50 % du temps.

Aptitudes

  • Au moins dix ans d’expérience en gestion professionnelle de mise en œuvre, de service de TI, de programmes ou de comptes.
  • Aptitudes supérieures pour les relations interpersonnelles, la direction d’équipe, les affaires, la création de liens et la résolution de conflits.
  • Expertise manifeste en grands projets de transformation (emplacements variés ou internationaux).
  • Si possible, expérience en collaboration internationale avec des équipes d’exécution et de services clients.

Formation

  • Études de premier cycle universitaire ou l’équivalent; maîtrise préférable.
  • Si possible, certification ITIL, PMP, Prince2 ou l’équivalent.

Lieu de travail : Montréal, possibilité de télétravail.

Detailed Description and Job Requirements

This position will be 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 Oracle’s products. In addition, this position will be a leader in ensuring overall customer satisfaction with Oracle’s products and related implementation services. This position will provide customers with regular assessments on the domains of strategy, process, governance, people and technology accompanied by recommendations for improvement in each area. The ATAM will act as the primary liaison between Oracle, the customer, and the system integrator with respect to the implementation. He/she will 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 specifications analysis, technical consulting and project management skills. The TAM is responsible for escalating issues across multiple business units within Oracle (e.g. Technical Support, Expert Services, Sales, Consulting, Product Development, etc.) and marshalling resources as necessary to resolve problems. Provide leadership and expertise in the development of new products/services/processes, frequently operating at the leading edge of technology. Demonstrated success at Oracle with 3 years and as a Technical Account Manager for at least 2 years, including involvement in at least 5 successful customer deployments. Recommended 7-10 years of professional Information Systems implementation experience. Demonstrated experience in package systems implementation (CRM, ERP, Consulting experiences). Understanding of various technical architectures and operating systems including web-based applications, networks, RDBMS (Oracle, DB2, MS SQL Server), etc. Project Management (PMP) certification or extensive Project Management experience across global and diverse organizations. Industry experience is desired.

Job

: Support

Travel

: Yes, 50 % of the Time

Location

: CA-CA,Canada-MONTRÉAL

Job Type

: Regular Employee Hire

Organization

: Oracle
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