CSS Director

Oracle is the only provider of fully integrated technology solutions that span both infrastructure and applications. However, our customers need more than just the best technology solutions; they look to Oracle as their strategic partner to enable their sustained business success. Oracle Customer Success Services (CSS) is solely focused on ensuring Oracle's customers ongoing success with our technology. CSS is deeply integrated with Oracle's product development teams to help our customers maximize the ongoing value of their investments in Oracle products.

We are looking for a new Director to lead our Saudi Arabia delivery team, which consists of multiple Technical Account Managers (TAM). We are seeing strong growth in the CSS business in Saudi Arabia, and some of the largest and most complex customer engagements are managed by the Saudi Arabian delivery team, so this is a key leadership role, which will also focus on alignment with pre-sales, sales, and our engineering SMEs.

What you will do

• Act as a Leader while having first-level management roles supporting Individual Contributors (IC) driving performance and collaboration, supporting individuals and managers' career development by helping and encouraging them to achieve results with a high level of satisfaction and enthusiasm.
• Act as a Business owner and feel accountable to support and drive from an expertise perspective delivery in KSA CSS.
• Responsible for providing coaching, mentoring, and helping the team attain a high degree of customer satisfaction.
• Lead the team on driving recruitment, retention, development, coaching, motivation, succession planning, and generally managing multiple technical delivery resources to attain/exceed defined customer objectives.
• Take ownership as the escalation point for heightened issues with our customers.
• Work closely with the Local CSS Business & Technology Leaders in developing the practice ensuring consistency of quality and value of services.
• Build rapidly and maintain a network of people in and outside of the organization keeping strong professional relationships to support you in achieving the team and CSS objectives.
• Ensure Strong Customer Relationship up to C-Level. Oversee the delivery of customer deliverables and support TAMs to ensure delivery quality.
• Be a driver for Innovation and thinking out of the box, identify opportunities for improvement in processes, services, and implement changes as agreed by CSS leadership.
• Understand Oracle and CSS product/solutions portfolio and know how to win relative to competition.
• Active participation with the relevant regional and global collaboration programs to oversee the sharing of best practices.

What we need

• This is a country leadership role.
• The successful candidate will possess experience in managing teams specialized in professional/premium IT services and managing people.
• This role requires the individual to possess all of the prerequisite experience and expertise expected of a professional that has operated in a pre-sales and delivery context for over many years in large, complex organizations. In addition, they should have a proven capability to effectively recruit, retain, develop, motivate, and manage a team of dynamic and highly experienced individuals and managers.
• Proven experience of working within a professional service delivery organization, targeting cloud and on-premise technologies.
• Experience of managing a significant P&L with an emphasis on accuracy and accountability.
• Strong soft skills as a leader.
• Excellent influencing skills at a senior level. Sufficient seniority and gravitas to command authority.
• Proven leadership skills and attitude.
• Experience of working with technical teams in large organizations.
• Experience of major long-term projects in order to understand goals and challenges.
• Proven leadership of large and complex service solutions in a large enterprise or service provider.
• Applicants are required to read, write, and speak fluently in English and Arabic.
• Have excellent analytical, problem-solving, strong written and verbal communication skills, including the ability to communicate with technical and non-technical staff at all levels of the customer organization.
• You act as a positive influencer on those around you and motivate others toward success.
• Oracle Products Knowledge and specifically Oracle Tech portfolio is a plus.

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Company Industry

• IT - Software Services

Department / Functional Area

• Helpdesk
• Customer Service
• Telecalling

Keywords

• CSS Director