Senior Client Services Manager

Job Description

*As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. The Client Relations Senior Manager is responsible for delivery of departmental results for the U.S. Operation through successful direction of line managers and their staff within the department. You will ensure high levels of customer satisfaction by making certain that quality and productivity guidelines are established and strived for by each team, driving quality/productivity improvement efforts, understanding and conveying strategies of the Oracle Support Services organization, and positioning the organization within support and Oracle.The Senior Manager will be responsible for all aspects of the respective US Client Relations organization, including the direction of department managers and their staff. A large component of this job is to translate departmental goals into performance objectives for each line manager and measure departmental and individual performance against plan. To accomplish this goal, you will jointly develop and implement an employee development plan for each line manager and recommend strategies for improvement areas. Your role will also include first line approval for salary and bonus recommendations as well as approving all personnel decisions (including hiring, promotion, transfer, compensation, and disciplinary action).Manages and controls activities in multi-functional areas of sections. Ensures appropriate operational planning is effectively executed to meet Corporate specifications. Bachelors degree as well as at least 5 years Client Relations experience or appropriate related experience at Oracle. A proven track record of excellent problem solving and research skills, and excellent communication skills, while projecting a positive, professional image. Because of the nature of this position, you should have excellent communication skills, as well as the ability to provide leadership and direction to a professional team. As a Manager, you will demonstrate good judgment in the balancing of customer, employee, and company objectives., * Client Services Manager - Fulfillment Team - Bangalore Lead a Client Services Technical Activation Team who specialize in activation, configuration, production, deployment, technical services , archives and deactivation of Oracle CEGBU Aconex solutions globally.In this role you are responsible for the overall quality and efficiency in delivery of services related to Oracle Aconex Fulfillment, which will involve ensuring high levels of customer satisfaction while meeting SLAs.This role is best suited to an experienced people leader, who has successfully led mid-large teams. In this role you will develop and support a team of customer support and technical analysts. This role is hands on and requires you to lead by example.Responsibilities include: Team Leadership - Onboard, lead, manage, coach, and mentor individuals within team - Proactively follow and execute customer support procedures and requirements - Provide input into strategy, and direction of team - Introduce, develop and implement continual improvement plan for activities- Recruitment, ongoing performance management- Effective Team Management (work allocation, prioritization)- Ensure consistent proactive contact with relevant stakeholders- Develop and m aintain Business Process Documentation- Timely production of management reports, with key trends and pro-active business analysisDelivery - Case / Queue Prioritization, Coordination and Management- Tracking, reporting and management of delivery- Deliver high quality outputs within agreed time frames- Scope and lead implementation of new services- Ensure accurate CRM records are maintained for team- Contribute to deliverables during peak periods- Lead, guide and take responsibility for the development and support of the tools and processes for new services- Quality focus and attention to detailRequired Skills and Experience: Essential - University Degree Bachelor or equivalent- Management of a services team in a fast - paced , change heavy business environment- Proven ability to manage and recruit effectively- Proven ability to manage key client relationships- Excellent verbal and written communication- Exceptional organizational ability, with strong ability to co-ordinate / manage multiple stakeholders, complex projects and prioritise conflicting demands- Highly effective communicator, with strong influencing skills- Proven ability to drive process improvement- CRM / Ticketing Management Coordination- Management, IT or Construction Education Desired - Construction, Engineering Industry experience- Project Management or Change Management Certification- Aconex experience

Keyskills :
printerfleetmanagement keyclientrelationships effectiveteammanagement oraclesupport teammanagement clientservices teamleadership customersupport tatementsofworksow