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Director - Customer Success Services (CSS) Global Tech Delivery

Director - Customer Success Services (CSS) Global Tech Delivery

OracleTOKYO, Japan
21 days ago
Job description

Do you want to work with exciting customers across all sectors in the industry? If you have a passion for tech, a customer-centric approach, and a background in team management, services and service delivery and Oracle Technology knowledge, come and grow your career with us. Join us!

Oracle is a technology leader that’s changing how the world does business – and our Customer Success Services (CSS) team supports over 6,000 companies around the world. We’re looking for an experienced and self-motivated leader to lead a team of technical subject matter experts located in Japanas our Engineering Director. Join our Global CSS leadership team and actively contribute to accelerating our customers success by leading our team of highly skilled technical experts who build and maintain our clients’ technical landscapes through tailored support services.

The background you should have for this job

  • Minimum 15 years IT organization background. Proven experience of working within a strategic resourcing and delivery environment
  • Minimum of 10 years in managing a team size of at least 30 plus
  • Have experience in leveraging onshore and offshore teams
  • Oracle Cloud or Database is mandated
  • Cloud Infrastructure, Middleware, Security knowledge and experience on premises and on Cloud is a plus
  • Strong Japanese and English level required

What you will do

Lead and develop a team of technical subject matter experts, responsible for working with customers to give the guidance and support the operation of Oracle Technology and associated products , on-prem and in cloud, delivering services that drive customer success and innovation. Being an active contributor in the CSS Business and Portfolio development.

You will be measured on Customer satisfaction (internal and external customers), retention and growth, team utilisation, team development and retention, Practice development and XLOB collaboration including Product Management, Customer Success Leadership and Product Support.

Thrive in this crucial role!

  • Accountable for customer success outcomes and satisfaction through direction of technical delivery resources.
  • Engage customers by being accountable for identified designated region, to assure appropriate technical skills and resource coverage to fulfil CSS delivery commitments in the most efficient way – whether they be on-site, remote or third party
  • Lead service development / improvement activities / initiative
  • Drive skills development of team members in line with CSS objectives, and their personal development plans, career goals (Individual contributors)
  • Engage closely with the regional CSS TAM Organization and CSS Sales to understand and provide the resources and the skills needed to deliver proper, effective and efficient CSS Services
  • Collaborate closely with Regional CSS management team, with shared accountability for technical capability throughout JAPAC
  • Develop strong relationships with Oracle XLOB, partner organizations and other third parties as required to extend, in a flexible way, CSS delivery capacity

    • Responsibilities

  • Be responsible for the successful technical delivery of CSS contracts into designated customer accounts within Japan region, covering Oracle Cloud Infrastructure and Oracle Technology Pillars
  • Act as a senior management point for escalation of customer issues
  • Regular interaction with sales, delivery account teams to ensure appropriate and sufficient communications, status, risk, governance
  • Assist in developing business models in a variety of situations that impact customers and Oracle positively
  • Ensure Team Utilisation and Delivery cost are aligned with agreed targets and anomalies are identified and act upon
  • Evangelize the value of Customer Success Services to the customer base and other lines of the Oracle business
  • Understands Oracles and CSS product / solutions portfolio and knows how to win relative to competition.
  • Provide leadership and direction to the team with coaching and mentoring capabilities
  • Appraisal of directs and setting of realistic measurable objectives and agreed personal development plans
  • Act to validate and improve the quality of CSS processes and services as agreed by CSS leadership
  • Active participation with the relevant regional and global collaboration programs to oversee the sharing of best practices, technical knowledge and experience among the Global Delivery community
  • Ensure the team contributes to the wider development of services / product development activities / initiatives to contribute to customer success and business generation

    • What we will offer you

  • A competitive salary with exciting benefits
  • Learning and development opportunities to advance your career
  • An Employee Assistance Program to support your mental health
  • Employee resource groups that champion our diverse communities
  • An inclusive culture that celebrates what makes you unique

    • At Oracle, we don’t just respect differences — we celebrate them. We believe that innovation starts with inclusion, and that to create the future, we need people with a diverse set of backgrounds, perspectives, and abilities. That’s why we’re committed to creating a workplace where all kinds of people can do their best work.

    Career Level - M4

    Lead and direct the activities of TAMs and / or Systems Analysts, etc. and 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 Support Services organization. Develops short / medium and long term plans to successfully implement operational policies and achieve strategic objectives / results. Accountable for revenue and utilization related to named accounts, geography, product / solutions, or some combination thereof and for delivery of other identified departmental results through successful direction of Account Management and / or Technical delivery resources. Interaction with Sales, Delivery account team and customer teams to ensure appropriate solutions are being identified and resolved. Regularly interacts across functional areas with senior management or executives to ensure unit objectives are met. Operates as a key resource to the business unit’s general management. Considered an industry expert by employees, peers, customers, and competitors.

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    Customer Service • TOKYO, Japan