Background:

Customer Success Services (CSS) is a business unit within Oracle that establishes long-term enhanced support and managed service relationships with many of Oracle's largest customers. 

CSS Service Solution Architects (SSAs) are enhanced support and managed services pre-sales subject matter experts.  CSS SSAs work closely with the CSS sales teams during sales opportunities, interacting at senior levels within existing and new Oracle customers, using their deep experience of IT support and managed services to capture customer requirements, fully explore all potential options and build compelling service propositions.  The SSAs are focused on service solutions for Oracle cloud, on-premises and hybrid engagements, including leading edge and complex custom requirements.

CSS SSAs typically have a proven track record in successful delivery of IT services for mission critical environments and are experienced in services - scenarios.  They possess broad-based expertise around mission critical production operations, support and managed services, along with sound industry experience in areas such as IT infrastructure, database, applications and cloud technologies.  CSS SSAs has experience in standard service management (ITIL, DevOps etc) and project management best practices. 

In addition to broad-based experience of IT services and technologies, each individual SSA typically has a deep expertise in specific services or technology area and acts as the subject-matter lead in those areas within the team. 

The CSS SSAs should have experience of service commercial propositions regarding pricing, approvals, legal and contracting.

All CSS SSAs have extremely strong customer facing presentation and interaction skills, can engage at senior management and C-level and articulating service and technology solutions in terms of business value and risk.

SCOPE:

Location: Zurich, Switzerland Geographic area of responsibility: Switzerland primarily and Germany, Nordics, BeNeLux optionally  Reports to: Director, CSS Service Solutions EMEA North region Languages:  Fluent spoken and written English and German language capability required. French language capability preferred. Customer facing Has no direct reports, but often leads and/or guides the activities of virtual teams to build service solution propositions for customers Works with multiple customers across all sectors/countries in the CSS EMEA North region, in collaboration with Oracle CSS and Oracle cross-line-of-business (xLoB) teams Works on services related opportunities across the entire lifecycle of all Oracle cloud and on-premises products.  CSS opportunities typically involve extensive Oracle xLoB collaboration, and require the CSS Service Solution Architect to work within xLoB teams, covering enhanced support, operations and managed services requirements Works with the local CSS Sales and xLoB teams to: Identify, build and win leading edge/new logo services opportunities across existing and new Oracle CSS customers Use their IT services expertise to work with customers to identify a complete picture of services requirements, and use their IT services experience to validate that all appropriate options have been considered Build and articulate compelling CSS service solutions for each opportunity, addressing identified customer business needs Work with our service delivery teams and SMEs to ensure the service requirements, risks and costs associated with each CSS service proposition are fully understood and addressed Provide services subject matter expert input into contract and commercial documentation and negotiation Assist CSS to continue to achieve its growth targets and strategic initiatives Work with appropriate Oracle Partners, i.e. resellers, SIs, partners, and alliances

 

 

Career Level - IC4