Oracle Consulting Practice Manager in Boston, 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.
If you are a Colorado resident, Please Contact us or Email us at firstname.lastname@example.org to receive compensation and benefits information for this role. Please include this Job ID: 167922 in the subject line of the email.
Oracle Infinity IQ enables brands to master customer signals by applying intelligence to real-time digital behaviors, optimizing a customer’s in-flight digital journey through better recommendations, predictions, and personalization while customers are still engaged. The result is increased online conversion rates, enhanced digital experiences, and improved business outcomes.
Infinity IQ brings together all the capabilities of Infinity Streams, Infinity Analytics, Maxymiser, and Recommendations to make a complete solution around behavioral intelligence; and Infinity IQ works together seamlessly with Responsys, Maxymiser, and other marketing orchestration systems to provide in-the-moment recommendations and personalization to your marketing initiatives.
KEY OBJECTIVES AND ROLE SUMMARY
Expert is a premiere service offering within the CXM Consulting Org responsible for driving business value through ground breaking strategies, Client enablement, 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 Senior 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, you will own the product offering and are responsible for growing the overall book of business through: pursuit related activities, relevant industry and channel consulting packages, deep Client partnerships, top industry talent, and strong social presence. Other key components include:
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
Scope : Oversee 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.
Accounts : expand and grow book of business within primary product line.
Client Engagement Activities include, but not limited to:
Guidance & Though Leadership: Provide Executive level guidance on accounts owned and managed by team members
Discovery : focused around customers business goals & objectives, engagement priorities, & understanding their present marketing maturity & technology expertise
Assessment : Platform & Program Configuration
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.
Project plan creation and ongoing management thereof
Presentations : assessment results and recommendations, QBR, relevant industry or technology news, and more
Customer Meeting Cadence : account status, QBR, business plan performance update, etc
Documentation : Client and engagement related that supports all aspects of service delivered.
Technology: Training, Best Practices, & Advisory on CXM product suite, martech stack, multi-channel integrations, adoption of new functionality, and more.
Customer Ambassador : serve as a liaison and consultant for our customers by navigating the Oracle network
Staff Augmentation 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
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
8 years digital marketing experience in exact channel or comparable digital channel such as ( digital optimization, Web Analytics, tracking, email marketing)
4 years consulting experience
4 years managerial (direct management of team)
2 Years leadership experience
1 year deep experience in Infinity, Maxymiser, Responsys, Eloqua or comparable competitor platform
Exceptional communication, interpersonal and support skills
Exceptional customer service with a consultative approach
High energy and ambition to drive customer success
Post Secondary Education in Computer Science, Engineering, or Business is an asset.
Ability to travel as needed (minimal)
*Roles and Responsibilities subject to evolve over time
Diversity and Inclusion:
An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.
In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.
Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.
At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions.
That’s why we’re committed to creating a workforce where all individuals can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.
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. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
* Which includes being a United States Affirmative Action Employer
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