Background:Advanced Customer Support (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 presales 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 presales scenarios.
They possess broad-based expertise in the area of 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 have 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 with regard to pricing, approvals, legal and contracting.
All CSS SSAs have extremely strong customer facing presentation and interaction skills, are capable of engaging at senior management and C-level and articulating service and technology solutions in terms of business value and risk.EXPERIENCE:CSS SSAs have 10+ years of experience in relevant IT services, across a wide range of technologies and customer sectors.
A typical experience profile for successful individuals in this role would include most if not all of the following:10+ years of IT services, including significant direct experience of services roles within external IT services providersBroad understanding of typical enterprise applications and IT infrastructures including public and on-premises cloud, including but not limited to Oracle technologiesExperience of working in a services presales role within an IT services providerGeneral experience in IT services, service operations and service management, including managed services / outsourcingIT project and programme management experience, including transformation, migration and solution deployment projectsCommercial and contract management, including construction and negotiation of pricing and custom contracting for complex service offersSales and complex deal negotiationArchitecting, implementing and delivering complex service solutions for a range of mission critical IT environmentsConsulting and trusted-advisor roles within major customer organisations in relation to IT servicesProven ability to construct and deliver compelling presentations and propositions to audiencesDriving multiple IT services bids in parallelCareer Level: IC4RESPONSIBILITIES:- To identify, foster and define Oracle CSS services solutions for specific customer opportunities and assist in the sale alongside the CSS sales representative- Work with the customer, CSS management and the xLoB account teams to: Understand the customer's business and IT strategic requirements and identify large scale CSS opportunities to assist the customer achieve its strategic goals Gather and assess customer needs, both business and technical and translate these into CSS service solutions Build and lead virtual teams associated with these large scale opportunities- Effectively communicate with customers to articulate both the high-level principles and detail of all service components in a proposed customer solution- Build customer loyalty through achieving a trusted advisor relationship- Work proactively to build and leverage an effective and extensive network across Oracle xLoBs- Collaborate effectively internally and externally to ensure effective service solution design and development- Drive compelling proposals, presentations, and other customer and internal communications and discussions during opportunities- Drive service solution costing pricing associated with specific opportunities and ensure that service solutions proposed are appropriately shaped to meet the commercial and contracting requirements of Oracle- Demonstrate a strong understanding of the IT services competitive marketplace- Work with disparate groups including, but not limited to, sales, delivery, customers, risk management, business development, contracts, commercial, product management- Work with CSS delivery throughout the sales cycle to ensure a smooth transition from sales to delivery- Navigate Oracle internal tools and processes to effectively participate and enable CSS sales- Transfer knowledge to other participant roles on the deal, account teams, delivery and across the CSS Service Solution Architect community #J-18808-Ljbffr
