GenO CSS Service Manager (SMSC)
GenO CSS Service Manager (SMSC)
Posted on :
05-08-2025
Employer Active
1 Vacancy
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Job Description
Description
Qualifications
Join us as a Service Manager (SMSC)
Become a CSS Service Managerand be part of a team that provides exceptional support to Oracles most valuable this role you will manage and resolve incidents handle escalations and deliver outstanding customer service. Your primary goal is to ensure customer satisfaction and maintain Oracles reputation by providing an exceptional experience and efficient service management.
As part of the Oracle Customer Success Services team you will be a member of the international network of experts who will contribute to global technology driven initiatives and innovation programs for continuous service.
Job Description
- Customer Success Services (CSS) is a unit within Oracle that enables long term advanced support relationships with many of Oracles largest customers. Clickherefor more information.
- A Service Manager provides customer-dedicated and incident management support acting as an escalation point for urgent issue.
- Work involves delivering non-technical Incident Management (Service Request Management) Escalation Management and customer service support to Oracles top customers granting customers and enhanced experience.
- Our goal is for every customer to gain ever-more value from their Oracle Solutions by aiding them in delivering their IT strategy throughout the full IT lifecycle of implementation deployment operations and continuous optimisation.
What youll do
- Learn from Oracles global network of experts and contribute to delivering value to our customers.
- Provide dedicated customer support incident management and act as an escalation point for urgent issues ensuring prompt resolution.
- Advocate for customers and collaborate with Account Managers to facilitate the necessary level of support and attention from Oracle resolver groups.
- Proactively and reactively track customer accounts to address functionality and performance issues engaging troubleshooting teams as required.
- Understand and address customer concerns follow up on incidents and maintain communication with customers and Project Managers to provide updates and manage expectations.
- Utilize tools and established procedures for efficient incident management escalation and technical team engagement.
- Participate in conference calls to discuss crucial issues formulate action plans and deliver status updates to all stakeholders.
- Demonstrate progress and ensure transparency using reporting tools.
- Prepare and deliver customer-specific deliverable as per agreed schedules maintaining regular communication with customers and Account Managers
- Coordinate and collaborate with project team members to ensure smooth handovers and consistent service quality.
What youll bring
- Bachelors degree
- English proficiency (both written and oral)
- Self-driven unwavering and committed to growth
- Strong communication and persuasion skills
- Customer process and results oriented.
- Analytical and organized.
- Able to maintain sustained focus and deliver prompt response to incidents.
- Resourceful and creative capable to adapt and find the best approach for any situation.
- Able to work both within a multicultural team as well as independently.
- Excellent collaboration skills and teamwork attitude
- Demonstrate attention to details and perseverance.
- Committed to delivering value and high performance.
What well give you
- Significant investment in your professional development and a social network of resources and thought leaders inside Oracle.
- Fun and flexible work for the ideal work-life balance
- An inspiring inclusive and multicultural community that values fresh perspectives.
- A buddy program: a senior expert will be assigned to work closely with you.
- A defined career progression based on annual performance and personal development followed closely by a direct manager.
- The opportunity to engage with a variety of customers in multiple areas.
- Competitive pay and excellent benefits that will help you do your best work.
Qualifications
Career Level - IC1
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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