Job Information

Oracle Project Manager - Customer Success Management & Experience (CSM / CX) Transformation in San Francisco, California

As a recognized authority and leading contributor, this project management professional, provides consistent innovative and high quality solution leadership. Responsible for guiding the successful implementation of non-routine and complex business solutions ensuring high quality and timely delivery within budget to the customer s satisfaction.

Analyzes business needs to help ensure Oracle s solution meets the customer s objectives by combining industry best practices and product knowledge. Effectively applies Oracle s methodologies and policies while adhering to contractual obligations, thereby minimizing Oracle s risk and exposure. Exercises judgment and business acumen in selecting methods and techniques for effective project delivery on small to medium engagements. Provides direction and mentoring to project team. Effectively influences decisions at the management level of customer organizations. Ensures deliverables are acceptable and works closely with the customer to understand and manage project expectations. Supports business development efforts by pursuing new opportunities and extensions. Collaborates with the consulting sales team by providing domain credibility. Manages the scope of medium sized projects including the recovery of remedial projects.

8-10 years of experience relevant to this position. Prior project team leadership or management experience. Demonstrated ability to follow solid project management principles. Comfortable working in a matrix management environment. Strong communication skills to deal with internal stakeholders, customers, and vendors. Product, technology or industry expertise relevant to the portfolio focus. Selling skills preferred. Undergraduate degree or equivalent experience. Ability to travel as needed.

As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.

Organizational Overview:

Global Business Units Business Services (GBU BuS) mandate is to enable the growth and success of GBUs with focus on Cloud Strategy, Portfolio Management, Field Enablement, Business Best Practices and Business Operations.

The Cloud Strategy team provides an integrated framework through which all cloud transformation initiatives, which span the GBUs, will be managed. There are currently five (5) active Cloud Strategy transformation Programs: True Cloud Methodology (TCM), Customer Success Management and Customer Experience (CSM / CX), GBU-2-OCI, Cloud Consulting 2.0, and One Oracle.

This position is in the Cloud Strategy team to assist the 8 GBUs in the planning, adoption, and transformation of CSM.

The TCM program and Center of Excellence (COE) focuses on the key components enabling GBUs success as part of our ongoing Cloud Consulting Transformation journey. TCM is an Oracle Consulting solution first approach, based on Oracle s recommended best practices, Oracle Consulting's pre-built solutions and a cloud adoption strategy which focuses on generating business value and early visualization to the customer.

Role Responsibilities:

  • The ideal candidate has deep PM & CSM subject matter expertise and will be key contributor role in the creation of an CSM enablement path for the community that encompasses all aspects of the role within the cycle of the employee.

  • Drive the definition of the processes, tools, and IP to be deployed to field CSMs.

  • Define and cultivate the learning needs for the Customer Success Manager, the role leader will facilitate discussion with global customer success leadership to understand the specific requirements and business priorities from the regions, translating this into an enablement and accreditation path.

  • Develop CSM/CX IP: presentations, Rollout Plans, Governance Reporting, assist with queries.

  • Conduct CSM/CX workshops/Trainings/Working sessions.

  • Assist in developing CSM/CX GTM and Delivery playbooks.

  • Collaborate with each GBU on their CSM/CX transition projects.

Role Experience:

  • Possesses deep CSM subject matter expertise.

  • Matrix leadership: inspire and collaborate with a blended team of Oracle, customers and partners to address customer challenges.

  • Genuine passion, interest, willingness and ability to adjust to continuously changing priorities and needs.

  • Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog.

  • Proven effectiveness at leading and facilitating meetings and workshops

  • Intellectual curiosity.

  • Experience and comfort working in an environment of ambiguity where s/he can navigate ambiguous business situations and identify a path forward and develop new approaches to accomplish work while clarifying and creating transparency across multiple constituencies.

  • Work experience with Customers, Solution Engineers, Oracle Consulting, Support and Customer Success, to drive CSM adoption, renewal and expansion.

  • Develop a trusted relationship with key stakeholders.

  • Reconcile multiple viewpoints to establish a clear and deliverable map to successful deployments.

  • Ability to publish and/or contribute to the creation and sharing of best practices, white papers, training, webinars and workshops.

  • Ability to deliver compelling presentations and reports to business and IT executives, and conduct persuasive conversations focused on multiple alternatives and clear recommendations.

  • Experience of leading/playing a key role in a consulting implementation Project.

  • Good technical & functional skills with a good understanding of business processes and end-to-end solution implementations.

  • Self-starter, quick and independent learner.

  • Good analytical and planning sills.

  • Good communication skills in various forums and various stakeholder levels.

  • Exposure to Global Business experience.

  • Ability to excel in multi-cultural, multi country teams.

  • PMP certification preferred.

Job: *Consulting

Organization: *Oracle

Title: Project Manager - Customer Success Management & Experience (CSM / CX) Transformation

Location: United States

Requisition ID: 19000OZ8

Other Locations: United Kingdom, Canada