· Manages designated account(s) in Nigeria, and works to objectives, as directed by OSS line manager
· Manage the overall service delivery from OSS into the account and, in some circumstances, from other lines of business and/or partners
· Collaborates with Oracle teams across lines of business such as Licence Sales, Consulting and Education
· Works closely with senior customer management
· Works with partner organisations and other third parties as required
· Involved in practice development activities either within country, region or worldwide.
RESPONSIBILITIES :· Represent the customer as a single point of contact within Oracle, acting as their advocate and act as the primary point of contact on the account(s) for Oracle staff
· Manage the contract or delivery engagement as defined by OSS line management, including creating and maintaining accurate service documentation
· Maintain and develop the account plan and service delivery plan
· Act as an ambassador and primary contact for OSS
· Develop and maintain relationships with senior management across lines of business within the designated account(s) and relevant third parties
· Establish a relationship with the account(s) in order to encourage participation in development activities
· Drive the change of Oracle Support engagement practices in the account, such as systems, tools and interfaces
· Plan and deploy Support activities to ensure effective delivery within agreed budgetary constraints
· Establish and communicate the Service spectrum within the account(s) and identify potential sales opportunities
· Ensure the support strategy complements and enhances the overall account strategy
· Advise the account on the most effective and efficient way to use Oracle support services and products, as well as customer-facing tools, systems, interfaces and procedures
· Establish and maintain the referenceability of the account(s)
· Assure and improve the quality of the service and maintain accurate account information
· Assist in renewal of Support contracts and contribute to pre-sales activities
· Identify additional opportunities for customers to engage with Oracle, such as technical events and business seminars.
ACCOUNTABILITIES :
· Work with other Oracle lines of business to create and maintain the Account Plan for each relevant account(s)
· Proactively monitor the account and report on any potential risks
· Manage any account escalation that may arise
· Support and work closely with the customer's Oracle executive sponsor, where one is assigned
· Provide regular progress reviews and share information, methodologies and good practice to the account(s) and the relevant Oracle lines of business
· Ensure all account(s) have up-to-date information and knowledge in all relevant Oracle products and services
· Ensure all service-related systems and documentation required, either contractually or as part of a programme, are up to date and accurate
· Monitor Support service effort and report against agreed budget(s)
· Monitor and report revenue and margin for account contracts
· Create and maintain accurate customer information using Customer Intelligence tools
· Work in line with customer working practices and procedures, if contractually agreed
· Operate in line with Oracle's business processes and procedures.
Personal Competencies:
1. Credibility
2. Decision Making
3. Results orientation
4. Planning and Organising
5. Problem Solving
6. Change Orientation Professional Competencies:1. Knowledge of sales cycle and process
2. Market knowledge
3. Technical awareness (high-level)*
4. Project Management
5. Industry knowledge
6. Knowledge of Support procedures / service enablers (systems, tools, processes)*
Inter-Personal Competencies:
1. Influencing and negotiating
2. Customer Focus
3. Building effective relationships
Managerial Competencies:
1. Business Acumen
2. Organisational sensitivity and awareness
3. Leadership
Key Competence
CLICK HERE TO APPLY ONLINE As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).
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