ACS Global Delivery ASE Cloud Platform Manager

Job Description

Preferred Qualifications? Advanced Support Engineers (ASE) provide support in the continuous operational improvement of Oracle environments. ASEs do this by leveraging Oracle s support - based intellectual property and customers experiences throughout their involvement with Oracle s technologies.? ASE Cloud Platform Managers primary focus is working as a key contributor within the local country ACS leadership team and in conjunction with ACS sales and TAM communities, is accountable for the Leadership and Management of an appropriately utilized delivery team, provisioning of the right resource at the right place at the right cost and at the right time to ensure margin targets while ensuring the aims of the ACS and Oracle business are being met.? Lead a team of technical subject matter experts, responsible for working with customers to give the guidance and support needed throughout the full life cycle of service/project implementation to ensure successful and most effective use of Oracle products and ACS services, protect and expand the base.? Build and maintain long-term relationships with relevant customers, through regular contacts and visits, in alignment with ACS sales and TAM.? Understand, apply, drive and develop Oracle and ACS cloud strategy and the smooth transition from on premise to Cloud/Hybrid deployments.Key Responsibilities? Actively participate as a member of the ACS sales and delivery leadership team representing ASE community.? The development of a high quality team delivering a high quality service to 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 and solutions.? Work closely with TAM management, ACS sales and presales management in developing the practice ensuring consistency of quality and value of services.? Support TAMs to ensure customer s experience of ACS meets all expectations.? Ensure high levels of customer satisfaction by making certain that quality and productivity guidelines are delivered, executing quality/productivity improvement efforts and understanding strategies of the Oracle Customer Support Services organization.? Regular interaction with sales, delivery account teams to ensure appropriate solutions are being identified and implemented, support on defining service solution and corresponding effort estimation.? Ensure interactions with customers are of highest quality. Oversee the delivery of high quality customer deliverables and supporting ASEs to ensure quality of work is of the highest calibre.? Ensure customer relationships are built and maintained at appropriated level, through regular contacts and visits within the framework of ACS engagements and in alignment with ACS Sales and TAM management.? First level management directly managing ASEs and or TAMs etc. with operational focus on multiple accounts, products/solutions or a combination thereof. Attains results within Oracle management policies and practices.? Responsible for providing coaching, mentoring and helping team attain a high degree of customer satisfaction.? Understands own product/solutions portfolio extremely well and knows how to win relative to competition.? Assist in developing business models in a variety of situations that impact customers and Oracle positively.? Build strong relationships internally within Oracle, with other LOBs, and externally with customers.? Coordinate delivery of support services and other LOBs related to ACS Services.? Support the development of new offerings to generate customer interest based on experience and customer experience/needs.? Utilize innovation and customer experience to determine new opportunities and methods for ACS to engage with customers.? Active participation with the relevant regional and global collaboration programs to oversee the sharing of best practices, technical knowledge and experience among the ASE community? Actively manage Oracle badged third Party staff.? Operates as a key resource to the EMEA delivery team s general management.? Recruitment, retention, development, coaching, motivation, succession planning and generally management of mu

Keyskills :
ACS Global Delivery ASE Cloud Platform Manager