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Oracle Sr Manager Expert Services -Eloqua or Responsys in Bedford, Massachusetts

This manager-level position is responsible for a segment within a given practice focused on a specific industry, service line, technology center, specialty area or region. Responsible for managing the three main pillars of a practice: people management, portfolio/delivery management and sales enablement. Has profit and loss responsibility or financial/expense management of practice.

Accountable for operational/financial metrics and overall business results of practice. Responsible for maintaining practice direction, ensuring quality of consulting delivery, and maintaining customer referenceability. Ensures that operational policies are followed and that business objectives are achieved by focusing on best practices and process improvements. Develops plans to successfully implement operational policies and achieves business plan. Is accountable for managing and growing a revenue stream and customer base. Typically manages individual contributors. May serve as advisor for moderately complex engagements.

8 years of experience relevant to this position including 4 years of consulting experience and 2 years of project management leadership experience. Undergraduate degree or equivalent experience. Can lead, engage, mobilize and motivate multiple teams to accomplish goals. Product, technology or industry expertise relevant to the practice focus. Ability to travel as needed.

This is a remote/office based position which may be performed anywhere in the United States except for within the state of Colorado.

Oracle is an Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law.

Position : Sr Manager Expert Services

Location : US , Nationwide

KEY OBJECTIVES AND ROLE SUMMARY

Expert is a key team within the CXM Consulting Org responsible for driving business value through ground breaking strategies, the application of Oracles latest technologies, and delivery execution across our customer base. Made up of Oracle certified Consultants and experienced Marketers & Technologists, this team is equipped to solve a marketers toughest problem.

The Sr Manager, Expert Services plays an important role in the CXM services ecosystem. In this position, you lead a team of talented consultants responsible for delivering an elevated customer experience by infusing domain expertise through tailored strategies, innovative solution design, and impeccable execution.

As the Sr Manager, Expert Services you are responsible for growing the overall Expert book of business through: strong product adoption strategies, expansion, high value Client relationships, and pursuit related activities. In parallel, you will own a small book of business, oversee a team of consultants, and provide ongoing talent development. Other key components include:

  • Maintain and evolve Expert offering to ensure relevancy with today’s marketer

  • Partner with cross-functional teams including product, marketing, research, support, strategy, and deliverability to drive innovation at the technical and offering level

  • Enhance overall operational efficiency through standardized methodologies, template artefacts, automation, and the establishment of repeatable solutions/concepts for delivering winning customer experiences

SPECIFIC RESPONSIBILITIES

Scope: Oversee a small book of business, lead a team of Consultants with a focus on high performance, customer satisfaction, business development, exceptional service quality, sales pursuit, employee engagement and commercial success.

Client:

  • Accounts: Own and grow an individual book of business within primary product line.

  • Client Engagement Activitiesinclude, but not limited to:

o Guidance & Though Leadership:Provide Executive level guidance on accounts owned and managed by team members

o Discovery: focused around customers business goals & objectives, engagement priorities, & understanding their present marketing maturity & technology expertise

o Assessment: Platform & Program Configuration

o Business Plan: develop a plan that aligns with Customers goals, objectives & assessment findings/recommendations. Outcome will result in 1 or more projects designed to generate tangible results against overall goals.

o Project plancreation and ongoing management thereof

o Presentations: assessment results and recommendations, QBR, relevant industry or technology news, and more

o Customer Meeting Cadence: account status, QBR, business plan performance update, etc

o Documentation: Client and engagement related that supports all aspects of service delivered.

o Technology:Training, Best Practices, & Advisory on CXM product suite, martech stack, multi-channel integrations, adoption of new functionality, and more.

o Customer Ambassador: serve as a liaison and consultant for our customers by navigating the Oracle network

o Staff Augmentation

o And More!

  • Pursuit: service expansion via upsell/cross sell, engagement renewals, and new net pursuit support. Activities include: RFP support, program assessment, prospect sales support, presenting Expert offering, scoping of customer needs in relation to Expert offering, LOE & proposal development, etc

  • Cross-Functional Initiatives & Partnerships: establish relationships with Sales, Product, Engineering, Support, Marketing, Research, and sister CXM teams representing the voice of the customer and the direction of today’s market.

  • Expertise: Develop deep expertise in relation to Oracle’s CXM Product Suite, knowledge of external partner integrations, email marketing & best practices, and more. This expertise may be leveraged via Oracle speaking engagements/webinars, social media contributions (blogging, articles, website), etc

  • Offering: providing ongoing input to overall Expert offering keeping services relevant and fresh for today’s marketer

Leadership Responsibilities:

  • Delivery excellence: ensuring process standardization and governance practices across your team, application of reusable artefacts, ongoing KPI measurement report out, and implementation of industry best practices.

  • Operations management: client allocation, escalation management, employee calendar management, and resource forecasting/capacity planning within assigned book of business.

  • Employee management and development: to include training, performance management, career development, skill development, etc.

  • Department innovation and optimization: Responsible for delivering on Expert Service Offering. Contribute to the offering evolution by sharing ideas around new customer needs and future trends, executing on innovative staffing plans and process enhancements, meeting evolving Client expectations, and supporting ongoing changes in technology and industry.

  • New Business Support: take lead on pursuit opportunities, provided guidance on renewal as required. Deliverables include: LOE generation, proposal summarizing inclusions & out of scope items, staffing plan, solution design, and project scope. Provide deal review feedback ensuring language aligns with offering, staffing skillset, and resource availability.

  • Fiscal Responsibility: general T&E management, team chargeability targets, maintaining optimal delivery margins, and application of a global delivery model where applicable.

  • Technology: contribute to product direction through regular feedback: changes in industry demands, roadmap, usability (Oracle and Client user stories), bugs, and product efficiencies.

  • Thought leadership: move and inspire Expert team members through innovative concepts and translating them into action.

  • Documentation: responsible for ensuring team compliance with account documentation requirements. To be reviewed semi-annually.

  • Reporting: management, productivity, chargeable activity, incident analysis, and adhoc reporting.

  • Best Practices: work directly with team and cross-functional stakeholders to help drive industry, marketing, and technology best practices.

  • Collaboration: with product, engineering, research, implementation, account management, deliverability, creative, strategy, Tech, and project teams to identify digital strategies and solutions that will best meet client’s needs.

  • Culture: Drive a global team player culture, with a focus on positive values, collaboration and creating a positive and successful working environment.

RELEVANT EXPERIENCE and TRAINING

/(Indicate the essential experience, qualifications and attributes required to perform this position effectively)/

8 years of experience relevant to this position including 4 years consulting experience and 2 year of engagement/team leadership experience. Undergraduate degree or equivalent experience preferred. Product or technical expertise relevant to practice focus. Ability to communicate effectively. Ability to build rapport with team members and clients. Ability to travel as needed.

SKILLS & EXPERIENCE REQUIRED:

  • 8 years Modern Marketing experience

  • 4 years consulting experience

  • 2 Years project management experience

  • 1 year deep experience in Eloqua or Responsys or competitor product

  • Exceptional communication, interpersonal and support skills

  • Exceptional client services with a consultative approach

  • High energy and ambition to drive success for customers

  • Proficiency with IT/software solutions design, configuration, and implementation

  • Deep technology experience in B2B software, CRM and marketing automation is a very strong asset

  • Post Secondary Education in Computer Science, Engineering, or Business is an asset.

*Roles and Responsibilities subject to evolve over time.

Due to the nature of the clients and the work, US Citizens and Green Card Holders (GC) / EAD only - no work sponsorships are available currently.

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 veteran’s status or any other characteristic protected by law.

Job: *Consulting

Organization: *Oracle

Title: *Sr Manager Expert Services -Eloqua or Responsys *

Location: United States

Requisition ID: 20001677

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