Service Delivery Manager – SaaS Energy and Water

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 manage customer relationships.  The Job duties are varied and complex utilizing independent judgment.

Key objectives:

• 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 go-live SaaS upgrades
• Identify and promote expansion opportunities via your knowledge & relationship with the client.
• Act as the liaison between our clients and various stakeholders, leveraging 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
• Escalate 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

Summary of role:

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.

Primary Responsibilities:

The primary responsibilities of this role include:

• 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, KPIs/metrics, and desired outcomes
• Supporting account planning processes and internal account reviews
• Reporting on Availability and other key metrics
• Effective responsiveness as the primary escalation 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

About you:

• 7 years of professional experience in enterprise software and account management
• 5+ years with Customer care and Billing (CC&B)
• 5+ years of experience with Customer Success and Utilities Billing systems
• 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 in 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.
• Ability to travel for up to 25% of your time

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 United States only

Hiring Range: from $88,500 to $199,500 per annum. May be eligible for bonus and equity.

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 offers a comprehensive benefits package which includes the following:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. 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.
9. 11 paid holidays
10. 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.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. Voluntary benefits including auto, homeowner and pet insurance