Oracle Senior Account Service Delivery Manager in Budapest, Hungary
Senior Account Service Delivery Manager
Oracle Health Sciences helps pharmaceutical, biotechnology, and medical device companies—as well as integrated delivery networks and healthcare organizations—to discover, develop, and market innovative products and services that prevent and cure disease, enhance quality of life, and meet shareholder expectations. Senior Service Delivery Managers accept singular responsibility for establishing and maintaining exemplary, partner-oriented operational relationships with one or more of our global customers, ensuring the highest levels of service delivery and customer satisfaction.
The Senior Account Service Delivery Manager oversees the delivery of saas1-saas3 services/service technology on a program level. They incorporate customer specific requirements to Oracle processes for key/strategic accounts and transform customer feedback into a list of technical requirements.
The Senior SDM represents and advocates for the customer’s interests and functions within the HSGBU organization by being the entry point to Oracle as well as the next level point of escalation within Oracle HSGBU Services. They keep track of the stages of project deliverables on both sides to ensure continuous progression and manage the Oracle Cloud adoption for key/strategic cloud customers from readiness assessment, through implementation and support. They participate in pre-sales meetings/demos to assist sales with acquiring potential new cloud business and also assist them with the renewal of support contracts by removing roadblocks from further sales activity. The Senior SDM builds the partnership with cloud customers and third party vendors to identify their key issues and clarify the strategy for their mid/long term business goals. They contribute to the creation of the governance structure for cloud customers and as an integrated part of the broader Oracle account team, they attend governance/service review meetings to provide an comprehensive overview of Oracle Support Services performance and to proactively address account level concerns.
They motivate others to align their actions with the larger organizational goals. The Senior SDM actively participates in and may provide leadership to professional communities within Oracle and they engage and cultivate a network of cross functional contacts within their country/globally to achieve objectives.
Minimum of 3-5 years’ experience working within a customer engagement role, preferably within technology, health science or consulting organizations.
Strong interpersonal and influencing skills to all key stakeholders, ability to work cross functionally to deliver work to agreed targets. Ability to build professional business relationships and work collaboratively across geographies as part of a team, yet also work independently on issues.
Highly self-motivated; able to work in a fast-paced environment.
Strong interpersonal, facilitation, and presentation skills.
Availability to travel (if needed)
The core mission of Service Delivery Management is general operational success for our customers across select Oracle Health Sciences (HSGBU) products and services, in support of maintaining high customer satisfaction and customer retention. The Senior SDM will serve as a next-level point of contact to clear any internal roadblocks that prevent the customer from receiving the highest level of Oracle HSGBU services. They ensure efficient and effective remediation of services issues that impact customer satisfaction. They will interact with all management levels of the customer and internal teams up to executive level to build and maintain the highest levels of trust and partnership with our customers.
Responsibilities will Include:
Ensuring general operational success for the customer with the use of purchased products and services.
Service and relationship enhancements based on feedback identified in customer conversations, survey results, governance discussions, and other interactions.
Directing internal team efforts to convey a clear message in a timely manner in response to customer requests.
Adherence to all relevant regulatory and procedural requirements and guidance in the conduct of Health Sciences processes in an information-enabled environment.
Maintaining the effectiveness of multi-tier operational governance between the Customer and Oracle.
Finding the balance of the customer’s and Oracle’s goals to achieve mutual business success for a long-term partnership.
Comprehensive understanding of the customer’s operations and operational structure in order to assist with operational and sales related activities.
Generation and analysis of internal/external status reports that reflects the state of the customer’s satisfaction with Oracle.
Fluent in written and spoken English.
BS/BA degree or equivalent experience; MBA preferred.
Proven track record of building strong, strategic customer relationships while consistently executing at the operational level.
Ability to organize work according to customer demand; managing own workload
Show quality-oriented approach in regards to addressing escalations
Ability to routinely divide complex projects into a set of manageable and well-defined tasks
Tenacity drive and energy to see things through the conclusion
Manage team dynamics with focus on positive outcome
A demonstrated understanding of when and how to be flexible, and when and how to be firm.
Excellent interpersonal, facilitation, and presentation skills.
Excellent verbal and written communication skills, with extremely high standards for documented work product.
Life Sciences and/or Healthcare industry experience preferred.
Detailed Description and Job Requirements
Job: All Roles
Job Type: Contractor Hire