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Customer Success Manager

Position Summary

The Customer Success Manager will be responsible for offering best practices and managing the technical aspects of maintaining customers environment. The CSM bridges the gap between operations and customer’s technical team and he/she is responsible for resolution of customers technical requests. It serves as the customer’s trusted technical advisor.

Active participation in the project initiatives and functional enhancements. Create and manage Oracle Service Requests, prepare the documents in accordance of the customer’s development life cycles and change control processes. This role includes support of Oracle SCM models and their data interaction with other modules.

Experience

  •   12+ years IT work related expertise
  •   10+ years of experience in ERP applications management
  •   6+ years technical account management, sales engineering, solutions architect, or professional consulting services

Technical Responsibilities

This role demands to have expertise in diverse product technologies, this expertise is very essential to manage and coordinate the daily activities and to ensure the IT landscape are always available for the Core Business/Operations Team.

He/She should have hands on experience in managing E-Business Suite, Fusion Middleware SOA, OID/OAM, WebCenter, Peoplesoft and EDQ.

The following are high level activities to demonstrate the type of skills required:

  •   Oracle Database Administration (Oracle 11g R1/R2, Oracle 12c ) concepts knowledge, former DBA work preferable with RAC,ASM administration experience
  •   Oracle E-Business Suite r11i/r12 (knowledge, architecture, infrastructure and functional understanding)
  •   Prior working experience on Fusion Middleware Administration specifically Oracle SOA
  •   Knowledge on Application Servers – Apache/WebLogic installation and Administration
  •   WebCenter (Knowledge/Architecture)
  •   OID/OAM Configuration, Maintenance, and good knowledge on how the Single sign-on works
  •   Basic knowledge of Peoplesoft
  •   Should have knowledge on EDQ (Enterprise Data Quality) product of Oracle
  •   Disaster Recovery Site – Knowledge and Administration
  •   Shell Scripting – Troubleshooting skills
  •   Knowledge on MS SQL Database internals and administration
  •   Knowledge on Cloud hosting and Security preferred
  •   Application and Database Cloning – Prior experience
  •   Ability to contribute for solution design
  •   Should have experience in managing diverse technology platform and technical consultants
  •   Oracle SQL and PLSQL – Troubleshooting/understanding skills
  •   Best practices in managing growth of Oracle E-Business Suite – Knowledgeable
  •   Operating Systems knowledge – RH/OEL preferable
  •   Office 360/Toad/SQL*Developer
  •   Critical Issue troubleshooting – handle all escalation from operational team
  •   Automation of repetitive tasks that can be done on multiple customers
  •   Support database upgrades – research & planning
  •   Proactive Performance Tuning
  •   Determine Repeating issues from monitoring and resolutions – work with Operations team
  •   Best Practices: creating checklist and verify SOPs
  •   Health check of all layers of application and database
  •   SSL Certificate expiration calendar for each customer and environment
  •   HA testing\Fixing
  •   Cloud Implementations
  •   Capacity Planning
  •   Backup and Recovery Testing
  •   Manage DR setup and testing exercise
  •   Design and implement regular maintenance of application and database
  •   Ensure critical patches released by Product vendors are validated and promoted to appropriate environments

Churn Management

  •   Influence customer lifetime value through higher product adoption, customer satisfaction & overall health scores
  •   Drive positive outcomes for customers (e.g., enablement of user adoption of services, tools, ROI)
  •   Assist in scoping Professional Services Work
  •   Participate in weekly customer meetings
  •   Define, optimize, and lengthen the end user lifecycle for our customers
  •   Develop a standard scope of services document for Managed Services
  •   Identify opportunities for improvement in DI products, services and processes
  •   Application 3rd Party tools recommendations

General & Administrative

  •   Maintenance and Migration Activity Planning (Before transferring to Operations)
  •   Internal training on new features
  •   Communicate regular updates to customers based on your understanding of their environment and business goals from a future roadmap perspective (e.g., Patches, upgrades, performance tuning related patches, cloud strategy, etc)
  •   Proactively keeping customer informed with all vendor (Oracle/Microsoft) communication serving as customer advocate
  •   Create ServiceNow Knowledge Base
  •   Utilize dashboards and analytics to provide our customers with key program metrics and scorecards
  •   Foster customer-focused teamwork among all functions at Data Intensity
  •   Manage key technical activities for assigned customers (e.g., patching, health checks, onboarding, tool research and adoption)
  •   Perform regular trend analysis of service incidents and help clients identify and plan for remediating lingering issues
  •   Working with Vendors or partners on implementation or critical issues

Requirements

  •   Technical aptitude to understand how our solutions work and how they work with customer business systems and processes
  •   Deep understanding of root cause analysis, proven track record for triaging and organizing people to solve complex challenges
  •   Ability to act as consultant, advisor, customer advocate and project leader for our client programs
  •   Excellent organizational skills - ability to prioritize, manage, execute projects cross-functionally
  •   Excellent communication skills: writing, verbal and ability to present to customers remotely or on-site results for service delivery and/or projects contracted
  •   Team work skills: be open to share, communicate and discuss with colleagues and demonstrate open tolerance to recommendations and to learn and implement solutions as a team
  •   Well versed with ITIL Basics

This role may requires access to customer environments as a means of providing the necessary support to resolve an issue or inquiries into performance-related issues, or for periodic maintenance and management of the systems. In some instances, these environments may contain Personally Identifiable Information (PII) (e.g., such as HIPAA-related Personal Health Information – PHI) and Payment Card Information (PCI). Personnel are expected to adhere to the highest standards of ethics and professionalism in protecting PII. As a result, background checks and drug screening may be required and could be periodically performed based upon specific customer requirements.

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